Elements and Performance Criteria
- Monitor behaviour of the client
- Use formal and informal methods to observe and monitor client behaviour
- Assess behaviour for potential conflict and use a range of preventative and defusing strategies
- Evaluate client behaviour and interactions in a fair, objective and consistent manner
- Ensure decisions on action are consistent with all available evidence and organisation practice/ procedures
- Seek specialist advice and make referrals where required
- Use communication strategies to de-escalate conflict
- Conduct interactions with clients in a fair, just, humane, equitable and positive manner
- Use communication strategies with individuals for effective interaction and problem solving
- Consider cultural sensitivities in communication techniques 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 unacceptable behaviour
- Challenge unacceptable behaviour and outline options and opportunities to change clearly and with positive encouragement
- Confirm the implications of continuing unacceptable behaviour clearly, calmly and objectively
- Use techniques according to organisation's procedures to ensure personal safety and safety of clients/colleagues.
- If physical force must be used to ensure safety, apply the minimum level of force required and report in accordance with policies and procedures
- Select strategies to address aggressive and unacceptable behaviour, that are accurate, clear and comply with procedures
- Select strategies and responses for their potential to provide role models and examples of confident assertive behaviour
- Carry out intervention strategies according to an analysis of the situation and organisation policies and procedures.
- Report incidents in a manner that complies with policy, procedures and legislation