"Validation of the Feeling, Not the Behavior" is a helpful de-escalation step for trauma-informed care. When patients or families are upset, the "fight or flight" response can be activated because of an experience when they sensed (perceived) that they lost control of their safety and security. Instead of correcting their outburst in order to provide assistance, let them know you can see they are very overwhelmed and want them to know that you have heard them, and then provide a solution that will help them. For example, you can use this technique when dealing with a family member of a patient who might be yelling in the hallway due to a delay in a procedure. Instead of immediately calling security or telling him to be quiet, step into view at a safe distance and say something like, "You clearly love and are concerned about your loved one. I can see how exhausting this wait is for you. What is your biggest issue right now that I can help you address?" By first acknowledging his feelings, exhaustion, love, and concern rather than his yelling, he may immediately change his posture, lower his voice, and move from confrontation to a productive discussion regarding the clinical timeline.
When addressing agitation, a trauma-informed approach prioritizes empathy, active listening, and emotional validation. An effective de-escalation phrase is, "I can see that you're upset, and it's completely understandable. Let's talk about what we can do to help." Key steps include acknowledging feelings without judgment, encouraging full expression of concerns, and focusing on collaborative solutions once the person feels heard.