How should staff respond to a person displaying defensive behavior?

When responding to a person displaying defensive behavior, utilizing verbal deflection and managing the environment is a highly effective approach. This technique involves using calming language and redirecting the individual’s focus to de-escalate the situation. By doing so, the staff can acknowledge the person's feelings without escalating tension.

Managing the environment is also crucial; it can involve creating a peaceful atmosphere by minimizing distractions or moving to a less stimulating location. This helps to reduce anxiety and prompts a more constructive dialogue. Overall, the emphasis is on using communication strategies that promote understanding rather than confrontation, allowing the individual to feel heard and respected, which is vital in de-escalating defensive behavior.

The other options suggest more confrontational or passive strategies. Physical restraint may escalate the situation and cause further distress. Ignoring behavior can lead to a buildup of tension, and engaging in a debate risks challenging the person's feelings rather than validating them. Hence, using verbal deflection and managing the environment effectively addresses the needs of the individual while promoting a safe and supportive atmosphere.