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Challenging behaviour that may impact on the person's ability to engage in a health literacy or words for wellbeing session includes: |
Challenging behaviour is quite common in people with health problems that affect communication and the brain, such as learning disabilities , some mental health conditions, or dementia
. People may also behave in ways that are not usual for them when they are highly stressed or anxious. Your organisation may already have a policy that you should consult on how to manage challenging behaviour. The following are some additional pointers to consider.
In this video, Stephen Harris, Libraries Development Officer with Midlothian Council, describes how he supported a library user with severe anxiety who became agitated during an exchange with library staff.
Preparation |
When challenging behaviour is triggered |
Any situation or feeling can act as a trigger for challenging behaviour. This is frequently unpredictable. However the approach made towards the person as soon as the behaviour is triggered is very important.
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Please stand back and take a moment before approaching and assess the situation. |
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Speak slowly and clearly in a calm voice. |
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Explain what you would like the person to do and why. |
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Try not to rush the person , act calmly. |
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State clearly any action you are going to take. |
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Always show respect and treat people with dignity. Remember that it is illness or a person's circumstances that cause their behaviour, not the person themselves. |
Communication is key |
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DON'T use harsh, aggressive or abrupt commands |
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DON'T issue commands such as "You must....", "Don't....", "Stop....". |
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DO use alternatives such as '"I" language - for example: "I would like you to...", "It would help me if", "I feel scared when....". Or if in a group session, explain the impact of the person's behaviour on the group and say something like "The group would like you to". |
If at all possible, have a colleague to hand so that you can call upon them if necessary to deal with challenging behaviours. |
When challenging behaviour cannot be controlled:
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In a physical meeting space:
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In a virtual meeting space:
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