Homeless de Escalation 301 Workbook

© 2023 EMPATHY STUDIOS, LLC. ALL RIGHTS RESERVED • WWW.HOMELESSTRAINING.
COM HOMELESS DE-ESCALATION 301 1

THE SCIENCE OF
CONFLICT PREVENTION
THERE ARE THREE REASONS THAT PEOPLE FAIL TO PREVENT CONFLICT: NOTES
1 They don’t know that it is possible to prevent conflict.
STAGE 1
STAGE 1
PRE-CONFLICT ______________________
STAGE 2
CONFLICT DE-ESCALATION
STAGE 3
CRISIS SAFETY
An incident is MUCH less likely to move into conflict

(STAGE 2) if you have a 5:1 ratio of good interactions to
bad interactions with that person before the incident.
WHY 5:1 RATIO?

Because of _________________________, the human brain
experiences negative events much more strongly than
positive events.
Research suggests that 1 negative interaction is equal
in strength to 5 positive interactions.
© 2023 EMPATHY STUDIOS, LLC. ALL RIGHTS RESERVED • WWW.HOMELESSTRAINING.COM HOMELESS DE-ESCALATION 301 2
THE SCIENCE OF
CONFLICT PREVENTION
NOTES
POSITIVE
INTERACTIONS +
COMPLIMENTS
Everybody loves a compliment.
QUESTIONS
Questions convey __________________.
DEEDS
Help people.
TOUCH
Handshakes, fist bump, elbow
NEGATIVE
INTERACTIONS -
CRITICISM
No one likes being criticized.
DEFENSIVENESS
Defensiveness is a form of __________________________.
STONEWALLING
Stonewalling is either:
• Refusing to __________________________.
• Repeating the same words over and over.
CONTEMPT
Contempt is treating someone as “less than” you.
THE SCIENCE OF
CONFLICT PREVENTION
NOTES
WHY THIS WORKS
Sentiment Override: People interpret your actions
through the lens of prior experiences they have had
with out.
NEGATIVE SENTIMENT OVERRIDE

If prior experiences were mostly negatives, the person
will ‘assume the worst’ from you.
1. The person will look for _________________________.
2. The person will not see positive things you do.
3. The person will see neutral things you do as negative.
POSITIVE SENTIMENT OVERRIDE

If prior experiences were mostly positive, the person
will give you ‘the benefit of the doubt.’
REAL WORLD EFFECTS

• 78% reduction in problem behavior at school
• 83% of boys at group home reduced problem behavior
• Significant reduction in _______________________
HOW TO PREVENT CONFLICT:
PENNIES IN THE CUP
THERE ARE THREE REASONS THAT PEOPLE FAIL TO PREVENT CONFLICT: NOTES
2 They don’t know how to do it.
OBJECTIVE
To ________________ conflict.
HOW TO PLAY
Interact with people, earning and losing pennies.
+1 PENNY / POSITIVE
Anything that conveys respect,
interest, care, helpfulness or
other positive feelings.
-5 PENNIES / NEGATIVE
Anything that conveys disrespect,
disinterest, disgust, contempt or
other _____________________ feelings.
HOW YOU WIN

If you have 5+ pennies in your cup, you can ‘cash them
in’ to avoid conflict when you need to enforce a rule,
deny a request, or ask someone to do something.
PENNIES IN THE CUP
NOTES
What is the easiest way to
get pennies?
“The Walmart Greeter”
If I don’t catch the person coming in, how can I

get pennies?
“The Restaurant Manager”
Should I focus on anyone in particular?

Yes. “The Scan”
Are there any “special” pennies?

Yes - smiles and humor.
Is “pennies in the cup” any different for

individuals experiencing homelessness?
Yes!
Any time you treat homeless

folks the way the rest of the
world is not willing to, you get
extra ‘pennies in the cup.’
And it is the right thing to do!!
PENNIES IN THE CUP
NOTES
What if someone gets upset
or ignores me?
If the person… You should…
Gets upset Stop
Ignores you Keep going
What if someone takes my friendliness as flirting?
Stop getting pennies… with that person. Don’t let

that person ruin ‘pennies in the cup’ for you with
everyone else.
What if I didn’t have an opportunity to get

pennies in the cup?
Try harder! If you truly don’t have an opportunity, then

the first five seconds becomes even more important.
Is five pennies really enough?
For most interactions, yes. For really challenging

interactions, no. More pennies is always better.
Isn’t it rude to ask someone who is homeless

how their day is going?
No.
THERE ARE THREE REASONS THAT PEOPLE FAIL TO PREVENT CONFLICT:
2 They don’t know how to do it.
3 They don’t do it.
SOURCES FILL-IN-THE-BLANK ANSWERS
Benson, K. (2017, October 4). The magic relationship ratio, according to science. Page 2
The Gottman Institute. https://www.gottman.com/blog/the-magic-
Prevention
relationship-ratio-according-science/
Negativity bias
Burgoon, J. K., Manusov, V., & Guerrero, L. K. (2021). Nonverbal communication
(2nd ed.). Routledge.
Page 3
Cook, C. R., Grady, E. A., Long, A. C., Renshaw, T., Codding, R. S., Fiat, A., & Larson, M. Care
(2017). Evaluating the impact of increasing general education teachers’ Blame-shifting
ratio of positive-to-negative interactions on students’ classroom
Engage/answer
behavior. Journal of Positive Behavior Interventions, 19(2), 67–77.
https://doi.org/10.1177/1098300716679137
Page 4
Gottman, J. M., & Silver, N. (1999). The seven principles for making marriage work: A
Criticism
practical guide from the country’s foremost relationship expert. Three
Rivers Press.
Divorce
Rath, T., & Clifton, D. O. (2004, October 14). The big impact of small interactions.
Page 5
Gallup. https://news.gallup.com/businessjournal/12916/big-impact-
small-interactions.aspx
Prevent
Negative
Sabey, C. V., Charlton, C., & Charlton, S. R. (2019). The “magic” positive-to-negative
interaction ratio: Benefits, applications, cautions, and recommendations.
Journal of Emotional and Behavioral Disorders, 27(3), 154–164. https://
doi.org/10.1177/1063426618763106
CREDITS
Researchers Live Training & IT Support
Krista Reynolds Krissie Dowd
Danny Rossi
Consultants
Graphic Designers Crystal Pecora
Katherine Boils Carolyn Sprawka
Katie Moreno Joe Jackson
Dr. Willie Jackson
Videography
Ed Green Fair Use Attributions
Disney
Actors Hipgnosis Songs Fund
Carolyn Sprawka
Chris Cox
Heidy Irume
Noemi Velazquez
Tramel Watts
Ryan Dowd

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© 2023 EMPATHY STUDIOS, LLC. ALL RIGHTS RESERVED • WWW.HOMELESSTRAINING.

COM HOMELESS DE-ESCALATION 301 1

1 They don’t know that it is possible to prevent conflict.

An incident is MUCH less likely to move into conflict

WHY 5:1 RATIO?

NEGATIVE SENTIMENT OVERRIDE

POSITIVE SENTIMENT OVERRIDE

REAL WORLD EFFECTS

1 They don’t know that it is possible to prevent conflict.

2 They don’t know how to do it.

HOW YOU WIN

If I don’t catch the person coming in, how can I

“The Restaurant Manager”

Should I focus on anyone in particular?

Are there any “special” pennies?

Is “pennies in the cup” any different for

Any time you treat homeless

If the person… You should…

Gets upset Stop

Ignores you Keep going

What if someone takes my friendliness as flirting?

Stop getting pennies… with that person. Don’t let

What if I didn’t have an opportunity to get

Try harder! If you truly don’t have an opportunity, then

Is five pennies really enough?

For most interactions, yes. For really challenging

Isn’t it rude to ask someone who is homeless

THERE ARE THREE REASONS THAT PEOPLE FAIL TO PREVENT CONFLICT:

1 They don’t know that it is possible to prevent conflict.

2 They don’t know how to do it.

3 They don’t do it.

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