What are the four steps of the FBI behavioral change stairway model?

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4 Terms

1
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Employ active listening

Listen carefully, acknowledge what is said, and do not interrupt, disagree, or give commands.

2
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Display empathy

Use emotional intelligence to understand the patient’s perspective without needing to agree or condone actions.

3
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Build a rapport

After listening and understanding, empathize and “speak the person’s language,” especially in a crisis.

4
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Exert influence

Seek realistic solutions to move the situation forward positively; propose a solution that makes sense to the other person and is acceptable to you.