Everything on the Line: Calming & De-escalation of Aggressive & Mentally Ill Individuals on the Phone: A Comprehensive Guidebook for Emergency

Although call-takers at an Emergency Dispatch Center are under no immediate physical threat, they are often the focus of intense verbal violence. In this comprehensive guidebook, Ellis Amdur, with the assistance of consultants whose cumulative experience in emergency call-taking and emergency dispatch totals over one hundred and twenty years, walks professionals working in Emergency Dispatch Centers through a multitude of steps they can use to assist first responders, callers and other members of the public, while functioning at the highest level of professionalism. The first section of this book discusses general principals required to prepare an emergency dispatch center for calls from emotionally disturbed individuals, as well as threat assessment: how to acquire essential information necessary to prepare first responders for any potential risk at the scene. In the second major section of the book, he focuses on us: what we can do to achieve a state of integrity and powerful calm. Rather than abstract pronouncements, he offers specific strategies, including a method of breathing for the purpose of maintaining a one's own center in crisis situations. He then moves on to the heart of the book, discussing specific behaviors ranging from confusion and obsessive concerns to psychosis, mania and acute disorganization. In one very important section, he discusses interactions with anti-social and psychopathic individuals, people who present a danger to the psychological and physical well-being of anyone with whom they come in contact. He moves on to suicidal callers, and then how to de-escalate aggressive and chaotic callers once a crisis begins. De-escalation tactics are specific - one learns how to immediately recognize what mode of aggression the person is displaying, and then, one can effectively implement the de-escalation tactics that are best suited to deal with the aggression one is facing.

Author: Ellis Amdur
Publisher: Edgework: Crisis Intervention Resources Pllc
Published: 04/17/2019
Pages: 232
Binding Type: Hardcover
Weight: 1.83lbs
Size: 11.00h x 8.50w x 0.56d
ISBN: 9781950678013

About the Author
Amdur, Ellis: - Ellis Amdur received his BA in psychology from Yale University in 1974 and his MA in psychology from Seattle University in 1990. He is both a National Certified Counselor and a State Certified Child Mental Health Specialist. Since the late 1960s, Amdur trained in various martial arts systems, spending thirteen years studying in Japan. He is a recognized expert in classical and modern Japanese martial traditions and has authored three iconoclastic books as well as one instructional DVD on this subject. Since his return to America in 1988, Ellis Amdur has worked in the field of crisis intervention. He has developed a range of training and consultation services, as well as a unique style of assessment and psychotherapy. These are based on a combination of phenomenological psychology and the underlying philosophical premises of classical Japanese martial traditions. Amdur's professional philosophy can best be summed up in this idea: the development of an individual's integrity and dignity is the paramount virtue. This can only occur when people live courageously, regardless of the circumstances, and take responsibility for their roles in making the changes they desire. Ellis Amdur is a dynamic public speaker and trainer who presents his work throughout the United States and internationally. He is noted for his sometimes outrageous humor as well as his profound breadth of knowledge. His vivid descriptions of aggressive and mentally ill people and his true-to-life role playing of the behaviors in question give participants an almost firsthand experience of facing the real individuals in question. His books are considered unique in that he uses his own experiences, often hair-raising or outrageous, as illustrations of the principles about which he writes, but it is also backed by solid research, and boots-on-the-ground experience.