Signalling Non-aggression
Use open PALMS model to diffuse conflict situations.
Open – P.A.L.M.S. Model
The Open PALMS model has been developed to help you show the other person that you do not want to fight him/her by signalling non-aggression.
P = POSITION Allow exit routes, do not block in
Make sure the person does not feel trapped or hemmed in. Let them see any exit routes. The person needs to see a way past you. If you block the possibility of “flight” they may see little choice but to fight. Equally, ensure that you are not blocked in
A = ATTITUDE Display positive and helpful attitude
Show a positive and helpful attitude to avoid sending the conflict around in a circle. Avoid trigger phrases that can be misunderstood. Smile and talk calmly as it is your responsibility to emphasise a willingness to help and find a solution to the problem.
L = LOOK & LISTEN Use normal eye contact and active listening
Eye contact is vital in signalling non-aggression. Maintain as normal a level of eye contact as
possible. Do not stare. Demonstrate active listening with appropriate head nodding, gestures and repeating phrases you hear to show you understand.
M = MAKE SPACE Maintain a comfortable distance
Do not invade someone’s intimate space. Create and measure personal space using the following:
S = STANCE Shoulders relaxed and turned away to the side
Stand slightly to one side of the person and place one foot backwards to support you. Open your stance to show the route to an exit
2- Eye contact and active listening
3 – Space
4 – Stance
Defusing High-Risk Conflict
Signs of escalation:
Strategies for defusing high-risk conflict:
1: Maintain self-control. Do not be pulled into a conflict.
2: Signal non- aggression
3: Show empathy and actively listen
4: Deal with the emotion first