It can be frustrating communicating with someone who is agitated or confused. It is hard to not yell and to not just walk away. Elderly individuals may become agitated due to a feeling of loss of being able to care for themselves; a loss of independence, and they are especially susceptible to confusion due to certain medications, hospital delirium, complications of UTIs, or loss of sensory functions such as sight and hearing. In order to keep everyone safe in these situations, it is important to use de-escalation techniques.
Do:
- Be understanding and nonjudgmental
- Respect personal space and the right to refuse
- Keep tone and body language neutral
- Focus on the thoughts behind the feelings
- Set boundaries
Do NOT:
- Argue
- Raise voice or become defensive
- Take what is being said personally
