S.M.A.R.T.® Principles
The S.M.A.R.T.® Principles are five fundamental skills that you must learn to support a culture of safety. They are easily learned and once these principles become second nature you can apply them to any situation. The good news is you probably already use most of these principles. In any situation you should be thinking, “How can my behavior now prevent something from happening in five minutes?” Or, what can I do today to prevent an incident from happening tomorrow? It's all about eliminating challenging behavior before it even begins. We can do this with what we call the S.M.A.R.T. Principles.
Objective
After completing this module, you should be able to:
- List the five S.M.A.R.T. Principles
- Describe at least two examples of each principle
- Define the purpose of the S.M.A.R.T. Principles
- Identify strategies for applying the S.M.A.R.T. Principles in various settings
- Describe the Minimum Impact Concept
The Lalemand Red Behavior Scale®
The Lalemand Red Behavior Scale® is an Assessment Tool for you to use when working with people who are under a high level of stress and there has been a change in their baseline behavior. It is used to observe behavior, determine the level of danger the behavior presents, and choose a safe, effective Minimum Impact Response to the unwanted behavior.
Objective
After completing this module, you should be able to:
- Describe the purpose of the Lalemand Red Behavior Scale
- Identify the five levels of the scale
- Describe behaviors which represent each of the five levels
- Describe second level messages, and
- Identify safe and effective staff responses at each level
The Green Behavior Zone™
The Green Behavior Zone™ identifies three areas of richness in an individual’s life: A Caring Community, Productivity, and High Quality Relaxation. Identifying and enhancing elements in each of these categories improves the quality of life for the individuals we work with, resulting in less resistance and violent behaviors. The more these three areas are in balance, the less stress and anxiety an individual will experience. Keeping someone “Green” prevents them from escalating up the Red Behavior Scale. This module explores how to use the Green Behavior Zone to build richness into individuals’ lives so they can better deal with stress, achieve more satisfaction with life, and stay safe.
Objective
After completing this module, you should be able to:
- Describe the purpose of the Green Behavior Zone
- Define the three categories of the Green Behavior Zone
- Provide examples of activities, elements, and behaviors individuals might enjoy that fall into each category
- Identify the second level messages for each category
- Describe actions you can take to support individuals in building up these three areas of life
Generating Cooperation
Generating Cooperation is an approach you can use to avoid resistance from an individual and encourage cooperation. This technique can be used with individuals on the lower end of the Lalemand Red Behavior Scale. A different technique should be used with those displaying destructive or dangerous behaviors. We will discuss how to avoid a “No” response by assessing when someone is ready, willing, and able to cooperate.
Objective
After completing this module, you should be able to:
- Describe the importance of timing and announcing the request
- List and define the Generating Cooperation techniques
- Describe the importance of avoiding the initial no response
- Describe how to approach and assess an individual for signs of cooperation
- Identify signs of resistance
Making a Clear Request
When someone is under stress and exhibiting behaviors on the Lalemand Red Behavior Scale®, we need to be very careful how we communicate to avoid further escalation. Sometimes our communication is imprecise and sometimes we use words that make our requests less effective. In these situations, the individual may become confused and respond with resistance. In this module, we will discuss how to make a clear request to avoid being misunderstood by someone under stress. We will discuss the importance of being polite and succinct and maintaining a conversational but firm tone as well as keeping the request positive by avoiding the words, “Stop” or “Don’t.” You will find that using direct and precise communication helps to avoid resistance and ambiguity.
Objective
After completing this module, you should be able to:
- Demonstrate a simple, straightforward request
- Identify words and phrases to avoid when making a clear request
- Describe the importance of treating individuals with dignity and respect
- Describe the benefit of making positive requests over negative requests
- Describe the importance of making directed and observable requests
Keeping a Conversation on Track
Sometimes when asking individuals to do different tasks you are met with resistance. Individuals may avoid doing what you ask of them by changing the subject, attempting to distract you, or playing word games. When faced with resistance, people typically do one of two things; they either give up and walk away or launch into argument. These behaviors are ineffective and do not accomplish your goal. There is, however, a third option and this is what we call professional persistence. This means being persistent while maintaining a professional demeanor to avoid your own escalation. You will learn three techniques used in keeping a conversation on track: Planned Persistence, Tactful Interruption, and Creating the Expectation of Cooperation.
Objective
After completing this module, you should be able to:
- Describe techniques for preventing self-escalation and argument
- Describe how to present a professional demeanor when under stress
- Define Planned Persistence and provide examples of this technique
- Define Tactful Interruption and provide examples of this technique
- Define Creating the Expectation of Cooperation and provide examples of this technique
Offering Choices
When someone in your care is being resistant or trying to avoid responsibility, you can offer positive choices to replace unwanted behavior. Providing choices helps the individual feel in control which usually results in better outcomes. This technique can be used with individuals on the lower end of the Lalemand Red Behavior Scale displaying Agitated, Disruptive, and possibly Destructive behaviors. We will discuss the sentence structure to use when offering choices, a format known as Choice A/B. For this technique to work, you must be persistent but not controlling, and use positive words and body language to make the choices more appealing
Objective
After completing this module, you should be able to:
- Demonstrate a clear choice during a high stress situation
- Describe ways to prevent escalation
- Describe the benefit of providing positive choices instead of using threats or bribes
- Describe how offering choices is a trauma informed approach
- Define the Choice A/B Format
Defusing Techniques
In this module, you will see how you can use Defusing Techniques to effectively stop or prevent escalation among individuals. When two individuals are arguing, the situation can escalate very quickly. It is important to intervene as quickly as possible and in a calm and respectful way to help prevent potential crisis. The best way to stop an argument between two people is to force a break in eye contact. If you can break their eye contact, your success rate of separating them is going to be much higher. We will discuss your approach and positioning so you can safely implement the different techniques to help you separate the individuals and restore calm and safety. The six Defusing Techniques are the Presence Technique, Fake Misunderstanding, Confusion, Positive Reinterpretation, Calm and Soothing, and Soft Shock.
Objective
After completing this module, you should be able to:
- List and define the six Defusing Techniques
- Provide two examples of each technique
- Describe the importance of assessing the situation before approaching
- Describe how to approach and where to stand in the confrontation
- Describe how to select a technique based on communication barriers, your personal style, and the situation
Defusing Bundle
The Defusing Bundle provides access to Welle’s foundational modules, along with targeted training focused on assessing behavior and effectively defusing individuals experiencing escalating emotions or actions. Participants will learn how to recognize early signs of escalation, understand underlying needs, and apply practical techniques to de-escalate situations safely and confidently.
Objective
After completing this module, you should be able to:
- Recognize early signs of escalation
- Accurately assess escalating behavior
- Identify the underlying needs of escalating behaviors
- Develop practical techniques to de-escalate situations safely and confidently
Verbal De-Escalation Bundle
Welle’s Verbal De-escalation course includes eight modules that provide comprehensive training on preventing and responding to escalating behaviors through effective communication. Participants will learn practical techniques to recognize early warning signs, manage their own responses, and use language and tone to safely de-escalate challenging situations.
Rooted in the principles of Trauma-Informed Care, the Recovery Model, and Positive Behavioral Supports, this training equips learners with the skills and confidence to navigate difficult interactions while maintaining a calm, respectful, and supportive environment.
Objective
After completing this module, you should be able to:
- Recognize early signs of escalation
- Accurately assess escalating behavior
- Identify the underlying needs of escalating behaviors
- Develop practical techniques to de-escalate situations safely and confidently
- Identify the three areas of richness in life that allows learners and those they care for to better cope with and manage stress
- Utilize techniques that can assist with redirecting resistance and encouraging cooperation to achieve positive outcomes
Complete Bundle
The Complete Bundle includes Welle's Verbal De-Escalation Skills plus our Personal Safety in the Community course and contains integrated modules that reinforce Welle’s philosophy that preventing violence is not a one-time action but rather an ongoing process. Welle accomplishes this through behavior assessment using a “common language,” humane and effective response options, and the development of a culture of cooperation.
This unique program is an integrated continuum rooted in the principles of Trauma Informed Care, Recovery Model, and Positive Behavioral Supports. It will cover ways to anticipate problems, predict violence, and assess the credibility of a threat in order to create a safer community/home visit from start to finish and keep you safer and more effective when facing unique, unexpected, challenging, difficult, or even dangerous situations.
Objective
After completing this module, you should be able to:
- Recognize early signs of escalation
- Accurately assess escalating behavior
- Identify the underlying needs of escalating behaviors
- Develop practical techniques to de-escalate situations safely and confidently
- Identify the three areas of richness in life that allows learners and those they care for to better cope with and manage stress
- Utilize techniques that can assist with redirecting resistance and encouraging cooperation to achieve positive outcomes
- Apply skills that can keep the learner safer when out in the community
- Correctly assess the credibility of a threat
Supporting Neurodiverse Individuals
This course is designed to help staff better understand and support Neurodiverse Individuals and will focus on strategies that prevent escalation and provide effective responses when challenges arise.
Objective
After completing this module, you should be able to:
- Recognize early signs of stress and escalation in Neurodiverse individuals
- Approach interactions with patience, clarity, and reliability to help develop cooperation and trust with Neurodiverse individuals
- Understand the many potential differences in communication to be able to communicate clearly and respectfully with those in your care
- Provide structure and choices to empower those in your care to refocus resistance into positive behavior
- Recognize different reasons for resistance in Neurodiverse individuals and defuse challenging situations safely and effectively
Personal Safety in the Community
Has an individual ever threatened you? How did you react? Is there anything you would have done differently to handle the situation more effectively? Many of us have been threatened at one time or another, but how did we know if the threat was real?
This module provides insight into how to assess the credibility of a threat and provides a framework to keep you safer in the community and more effective when facing unique, unexpected, challenging, difficult, or even dangerous situations. We will discuss ways to anticipate problems and predict violence as well as how to create a safer community/home visit from start to finish. As we explore the content of this course, take note of the different ways you can keep yourself safe each and every day.
Objective
After completing this module, you should be able to:
- Define the components of a credible threat and how to assess them to determine the seriousness
- Describe why people threaten others
- Identify clues you can use to determine the level of seriousness of a threat
- Describe how to respond to a threat
- Describe methods for keeping yourself safe in a threatening situation
- Identify the parts of a personal flight plan to stay safer during a community visit
- Describe the steps involved in staying safe during a community visit