12 Domains of verbal de-escalation (Richmond et al, 2012, page 20)_
| Respect personal space (patients & yours) |
| Do not be provocative |
| Establish verbal contact |
| Be concise |
| Identify wants and feelings |
| Listen closely to what the patient is saying |
| Acknowledge the patient’s view |
| Communicate clear limits |
| Offer choices and optimism |
| Debrief the patient and staff |