Effective behaviour management strategies in today’s society

Violence and aggression at work, according to the Health and Safety Executive (HSE), is more than just physical attack; It includes verbal aggression, threats and harassment.

In today’s challenging society, dealing with behaviours such as violence, aggression, and harassment at work has become increasingly crucial. IKON Training aims to empower individuals to feel safer, more confident, and equipped to manage conflicts effectively. We achieve this through specialised de-escalation training, providing valuable skills, proven techniques, and emotional support.

Empowering through training: Managing Challenging Behaviour

Managing challenging behaviour training courses are essential in equipping staff with the necessary tools to effectively assess and address problematic behaviours. These courses foster proactive skills centred on prevention.

Understanding behaviour management techniques

Effective behaviour management begins with a thorough assessment of risks and careful planning of interactions. Here are vital factors to consider:

1. Impact Factors: These elements, including personal and environmental factors, influence risk assessment. Personal factors encompass characteristics like sex, age, strength, and intoxication. Environmental factors involve location, safety measures, and the presence of potential weapons.

2. Risk Assessment: Knowing the individuals you’ll interact with is crucial. Reviewing previous encounters and available resources can provide valuable insights into their history and potential warning signs.

Recognising challenging behaviours

1. Identifying Patterns: Observing patterns can help predict when challenging behaviour is more likely to occur, allowing for better preparation and prevention. Challenging behaviour often arises during specific interventions or at particular times of the day.

2. Understanding Triggers: Triggers are factors that set off challenging behaviour, varying from person to person. Identifying and documenting these triggers is the first step in creating proactive strategies to minimise stressful situations.

3. Recognising Precursors: Precursors are behaviours that precede challenging episodes. Being aware of precursors allows staff to pre-empt and effectively manage situations.

LEAPS Communication Model

In our training for dealing with challenging behaviour, we introduce a highly effective communication model called LEAPS. It is a valuable tool for fostering understanding, resolving conflicts, and reaching favourable conversation outcomes.

Listening is the foundation of effective communication. When we truly listen — without judgment or interruption — we enable the other person to express themselves fully and safely. Active listening may seem simple, but how often we fall short in practice is surprising.

Our emotions, values, time pressures, and workload can affect our ability to listen and be present in challenging situations. It’s important to recognise our human limitations. So, how can we demonstrate active listening? Genuine indicators include:

• Positive eye contact
• Undivided attention
• Refraining from interrupting
• Providing verbal agreements (such as ‘mmhmm,’ ‘yes,’ or ‘okay’)
• Nodding

When we genuinely hear and understand the other person, they feel validated, listened to, and acknowledged. This understanding cultivates empathy and genuine interest, empowering us to progress through different stages of communication. We can explore options, offer alternatives, seek compromises, and ultimately find resolutions.

By following each step of the LEAPS model, we diminish the likelihood of continued heightened behaviour from the other party. Such behaviour often stems from a desire for attention, which is no longer necessary when genuinely engaging. This concept aligns with the principle of ‘behaviour breeds behaviour’ proposed by Betari’s Box (see below). Consequently, when the time comes for us to respond, we are more likely to be heard and acknowledged, fostering constructive dialogue.

Combining LEAPS with an awareness of the environment and potential distractions enhances the effectiveness of conversations. Creating a suitable time and safe space for interaction significantly increases positive outcomes.

When reflecting on LEAPS as a conflict resolution tool, I encourage learners to share examples of situations where they have applied LEAPS effectively or revisit past incidents where LEAPS could have led to more favourable outcomes. These discussions often offer valuable insights and reinforce LEAPS as a straightforward yet highly influential model. Read What is the LEAPS model of communication?

Strategies for supporting individuals to manage their behaviour

Successful prevention of challenging behaviour is underpinned by having a good understanding of the behaviour and identification of appropriate interventions which can be used by staff interacting with the person.

Good communication should be the overarching strategy to de-escalate, calm, reduce distress, stress or anxiety and will help move through the rest of the strategies successfully.

Staff exposed to challenging behaviour on a routine basis can over time become ‘conditioned’ to the behaviour. This is particularly true for low level behaviours, which are historically under-reported. By this we mean staff are unable to acknowledge, recognise or describe these behaviours or perceive them as being a normal part of their duties, leading to the widely used expression ‘it’s part of the job’.

Attitude and behaviour: The Betaris Box

During our managing challenging behaviour course we guide learners with skills to understand where two parties get locked into a cycle of behaviour which, if unchecked, can escalate out of control. This is especially true in situations where emotions tend to be running high. It’s difficult not to react if we think the other person is acting unreasonably. Ultimately, it is attitude that drives behaviour. This is illustrated in the graphic, which is sometimes referred to as the Betaris Box.

It’s essential when you enter a potential situation that you start off in as positive a frame of mind . If your attitude is ‘yes I can help’, you are far more likely to be able to do so because your attitude drives your behaviour.

Empower your staff

Are you interested in empowering your staff to navigate challenging behaviours with confidence?

To make an enquiry, email us on [email protected], or give us a call on 01473 927333. We’re here to help you create a more positive and productive workplace and a better community.

IKON Training – Empowering People Together.

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