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Avoiding Harsh Intervention:

The LAECN Model of Response


L = Listen

Take in the facts. Put aside your own feelings at that time. Try to remain calm. Actively listen, don't make any assumptions based upon the person you are dealing with.

A = Acknowledge

Whatever happens, acknowledge the issue - show that you are taking this seriously. Do not distract yourself with trivia. Stay focused!

E = Empathize 

If appropriate, make the person feel better through understanding, using re-assuring language (both verbally and non-verbally). Try not to be parental, nor sympathetic. Rather, find balance - you are offering support.

C = Challenge

If appropriate, challenge the reasoning behind the behaviour and the disruption. Again, this should be dealing with the matter in hand - don't distract yourself with other (irrelevant) issues.

N = Negotiate

Work out a way to avoid this problem reoccurring again. Discuss options and ideas. Share feelings and explain consequences of certain actions. Agree boundaries of future behaviour - and set limits.


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