Elements and Performance Criteria
- Elements define the essential outcomes
- Observe individuals
- Use formal and informal methods to observe and monitor individuals
- Recognise situations for potential conflict and identify appropriate preventative and defusing strategies that can be employed
- Evaluate the person’s behaviour and interactions in a fair, objective and consistent manner
- Ensure decisions on action are consistent with available evidence and organisation policies
- Seek specialist advice and make necessary referrals
- Manage conflict
- Conduct interactions with individuals in a fair, just, humane, equitable and positive manner
- Use communication strategies with individuals for effective interaction and problem solving
- Consider cultural sensitivities and adapt style and language to accommodate different cultural values and practices
- Identify potential causes of conflict and use a range of appropriate and effective defusing responses
- Use negotiation techniques to divert and minimise aggressive behaviour
- Use negotiation to examine cause and effect and encourage appropriate responsibility and accountability for behaviour and its outcomes
- Respond to behaviours of concern
- Challenge behaviours of concern and clearly outline options and opportunities to change with positive encouragement
- Confirm using clear, calm and objective language the implications of continuing behaviours of concern
- Follow procedures to ensure personal safety of self, the individual, colleagues and others
- Select strategies and responses for their potential to provide role models and examples of confident assertive behaviour
- Carry out interventions based on an analysis of the situation and organisation policies and procedures
- Complete reporting requirements