Patient Experience Practice Test

Which activity is included in the LOWLINE model for de-escalation?

Listen Respond Deflect Yell

Correct Answer:

Listen

Explanation:

In de-escalation, listening is the foundational move. The LOWLINE approach starts by really hearing what the person is saying, acknowledging their feelings, and trying to understand what’s contributing to the tension. This noninterruptive, validating stance helps reduce defensiveness, builds trust, and provides the information you need to respond appropriately and calmly. Yelling would escalate the situation, and deflecting shuts down communication, so they aren’t part of an effective de-escalation sequence. Responding matters, but it should flow from what you’ve heard and observed, not precede it. So the activity included in LOWLINE is listening.

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