Here at Stepping Out, we know a thing or two about managing challenging behaviour. Our Semi Independent living projects are hotbeds of challenging youths, each with their own, unique behaviours.
Challenging Behaviour is, “Culturally abnormal behaviour(s) of such intensity, frequency or duration that the physical safety to the person or others is placed in serious jeopardy, or behaviour which is likely to seriously limit or deny access to the use of ordinary community facilities”. This definition was put forward by Eric Emerson, in his renowned book, Challenging Behaviour: Analysis and Intervention in People with Severe Learning Disabilities.
Challenging behaviour will always be ripe in social care, and thus we must be prepared for the difficulties they are accompanied by.
We have consolidated a three step approach to managing a typical case of challenging behaviour, incorporating proven techniques and vast experience.
Challenging Behaviour
1. Listen
Before you act, or react, it is imperative that you listen and understand the issue at hand. Ask the service user to express their problem to you clearly. Not only will this help you understand the problem, and thus be in a better position to tackle it, but it will also help to calm the service user down.
As the Service user explains their issue, you can begin to implement the next step.
2. Solve or Defer
Once you have understood the service user’s concerns, you can then decide to either provide them with a solution, or to defer the issue, giving reassurance that it will soon be resolved.
For example, if the issue is a matter of visiting the local store, you may offer to take the service user to the store, or perhaps set a time or day to do so. Simple communication such as this can usually prevent large scale incidents occurring.
Alternatively, if the issue being raise is too large to be solved at that point in time, you may offer them a safer route to vent, by giving them a complaints form, or by assuring them that the manager will be informed. You can then defer the situation by asking other questions, or suggesting other activities.
3. Prepare for Escalation
Not all challenging incidents can be calmed immediately. You must always be prepared for escalation by doing the following:
– Ensure you are out of arms reach of the service user
– Ensure that the service user is not standing between you and the nearest exit
– Never raise your voice or reflect the service users agitation or aggressive behaviour
Following company policy & procedure, as well as the service user’s support plan & risk assessment will also be a great help in defusing such situations.
The three step plan is a handy guide to help settle incident where communication is the key to the solution. The essential step is always to listen and understand the problem, and tackle it accordingly.
Do you have an alternative technique? Let us know in the comments section below.
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