Keeping calm and safe – creating a welcoming and calm environment The environment and our actions can help create a sense of calm confidence and reduce anxiety or upset for people coming into our clinics. We cannot always prevent challenging behaviours. We can endeavour to create a welcoming and calm environment. •
Be kind and respectful to everyone you meet
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Where possible use appropriate greetings, whether in English, te reo Māori or Pacific languages e.g. Kia ora, Tālofa
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Use people’s names and ask how to pronounce / spell these correctly
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Everyone reacts differently so empathise and acknowledge this e.g. thank them for their patience while waiting, acknowledge the impact of COVID-19
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Gauge whether eye contact is culturally appropriate and if not, engage in a way that achieves a culturally safe outcome
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Proactively look for those in the line who may be elderly or require assistance or support and ask them if you can help
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If people need to wait, help find them somewhere comfortable to sit
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If you speak another language, let the team know as you may be able to provide support to others when communicating
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Look after your own wellbeing - make sure you take breaks and have time out for yourself, so that you have the energy to engage and support people through their visit
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If someone becomes challenging, remain calm at all times. The Keeping calm and safe - de-escalation tips sheet offers some helpful ideas. Remember, if you feel unsafe - remove yourself and seek help.
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If a person walks through and does not stop, notify your supervisor/security, give them a description of the person and let them know the direction they were heading in.