Scenario-Based Crisis Drills

Objective: To practice applying de-escalation strategies and the Crisis Response Framework in simulated escalating situations.

Instructions for Teams:

1. As a team, review the provided scenarios.
2. Choose 2-3 scenarios that feel most relevant or challenging to your context.
3. For each chosen scenario:
   • Discuss: What is your immediate assessment of the situation? What are the potential risks?
   • Role-Play (optional but encouraged): Act out how your team would respond.
   • Apply the APAR Framework:
     • Assess: What are the key details? What are the individual's needs?
     • Plan: What is your immediate, short-term response? Who does what?
     • Act: How would you implement your plan? What verbal and non-verbal communication would you use?
     • Review: What did your team do well? What could be improved for next time?
4. Be prepared to share key learnings or challenges with the larger group.

Scenario 1: Rising Frustration

A colleague approaches you, visibly agitated and speaking in a loud, rapid tone. They are upset about a new policy change and feel it unfairly targets them. They start pacing and occasionally hit their hand against the wall, though not aggressively.

• Key Questions for Discussion: How do you approach this colleague initially? What non-verbal cues are important? What is your immediate goal?
  
  
  
  
  
  

Scenario 2: Refusal and Disengagement

During a team meeting, a team member becomes completely withdrawn. When directly asked for their input, they cross their arms, refuse to make eye contact, and respond with "I don't care, it doesn't matter." This is unusual for them.

• Key Questions for Discussion: How do you try to re-engage this individual? What non-threatening questions might you ask? What might be underlying this behavior?
  
  
  
  
  
  

Scenario 3: Escalating Argument

Two team members are having a heated discussion that quickly turns into a loud argument in a common area. Voices are raised, and personal insults start to be exchanged. Other colleagues are beginning to look uncomfortable.

• Key Questions for Discussion: How do you intervene safely? What are your immediate priorities? How do you separate or redirect the individuals?
  
  
  
  
  
  

Scenario 4: Distressed Individual Seeking Isolation

An individual is found sitting alone in a less-used part of the building, appearing very distressed. They are quietly crying and flinching away when anyone tries to approach them, saying softly, "Just leave me alone. I can't do this anymore."

• Key Questions for Discussion: How do you approach this individual in a way that promotes safety and trust? What is your priority in this situation? How do you offer support without being intrusive?
  
  
  
  
  
  

Crisis Plan Template & Checklist

Team Name: __________________________________

Objective: To create a foundational crisis response plan for your team, ensuring a coordinated and effective approach to escalating situations.

Section 1: Situation Overview & Triggers

• What types of escalating situations are most common or concerning in your team/environment?
  
  
  
• What are some early warning signs or triggers you might observe?
  
  
  

Section 2: Key Personnel & Roles

• Primary De-escalator: (Who typically takes the lead in direct communication? What are their key responsibilities?)
  
  
  
  
  
  
  
• Secondary Support: (Who provides backup? What are their responsibilities, e.g., managing the environment, supporting others?)
  
  
  
  
  
  
  
• Communicator/Documentation: (Who handles external communication if needed? Who records details?)
  
  
  
  
  
  
  
• Safety/Environment Monitor: (Who ensures the physical safety of all involved? Who clears the area?)
  
  
  
  
  
  
  

Section 3: Communication Protocols

• Internal Team Communication: (How will team members communicate with each other during a crisis, verbally and non-verbally?)
  
  
  
  
  
  
  
• External Communication: (When and how will external support or emergency services be contacted? Who makes that call?)
  
  
  
  
  
  
  

Section 4: De-escalation Steps & Strategies

• Outline the general steps your team would take when an individual is escalating. (Refer to the principles discussed in the lesson.)
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Section 5: Safety Measures

• What specific actions will your team take to ensure the physical safety of the escalating individual, other team members, and bystanders?
  
  
  
  
  
  
• Are there designated safe areas or clear exit routes?
  
  
  

Section 6: Post-Crisis Debriefing Plan

• What steps will your team take immediately after a crisis is resolved?
  
  
  
  
  
  
• Who will lead the debrief? What will be discussed (e.g., what happened, what worked, what could be improved, team well-being)?
  
  
  
  
  
  

Crisis Plan Readiness Checklist

Check off each item once your team has addressed it:

• Our team has discussed common escalating situations.
• We have identified primary and secondary roles.
• We have a basic understanding of internal communication methods during a crisis.
• Key de-escalation strategies are understood.
• Basic safety measures are considered.
• We have a plan for post-crisis debriefing and support.