Occasionally you may encounter particularly challenging or aggressive behaviours – whether it be in the workplace or in a public space.

Knowing how to manage these behaviours is important, both for your own safety, and to avoid a situation escalating.

What contributes to challenging behaviours?

Challenging behaviours may be driven by:

Challenging behaviours can be thought of as a means of communicating a message. They are often a learned way of behaving that has served a purpose in the past for someone.

From zero to hero?

Consider the following scale:

  1. Couldn’t be better
  2. Relaxed and happy
  3. Cool and collected
  4. Okay
  5. Frustrated
  6. Annoyed
  7. Heating up
  8. Boiling
  9. Ready to explode
  10. Exploding and out of control.

It’s rare for people to go from ‘1 to 10’ very quickly, so recognising warning signs of challenging and aggressive behaviour is important.

By the time someone is 8, 9 or 10 out of 10, there is not a lot you can do. In these circumstances, focus should be on general safety principles and, if required, involvement of security or emergency services.

Indicators of anger and aggression

Non-verbal communication

Para-verbal communication

Verbal communication

What to avoid

Responding to aggression

Safety first

Effective communication

Caraniche offers a range of training courses to support the professional development of frontline workers, clinicians, supervisors, team leaders and managers, including Managing Aggressive and Challenging Behaviours.

Category: Employees, Leaders

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