The majority of care services will, at some point, experience difficult behaviour. This could be from a person being supported or from within the team itself, how your service responds can affect staff and the quality of care delivered.
When Behaviour From Service Users is Challenging:
- Prioritise training and confidence
Staff should feel equipped to de-escalate situations and understand the reasons behind certain behaviours. Support your staff team HERE
- Spot patterns and triggers
Behaviour often reflects unmet needs or frustration. Are there specific situations, times of day, or communication barriers that escalate distress?
- Use positive behaviour support plans
Personalised plans that are collaboratively worked on as a team, and regularly reviewed help reduce risks and increase dignity
- Reflect on near incidents
Your staff team needs places to talk, reflect, and learn. Debriefs after difficult events help improve practice and prevent future issues
When the Challenge Comes From Within the Team:
- Address issues early
Whether it’s negativity, refusal to follow procedure, or poor attitude, avoiding it can lead to a bigger issue. A calm and clear conversation often works best
- Be consistent and fair
Make sure all staff are held to the same standards, and feel supported
- Understand all layers
Sometimes, difficult behaviour comes from burnout, stress, or feeling unheard. Supervision and open door policies help uncover the deeper issues
- Support your team culture
Promote a working environment where mutual respect, accountability, and communication are consistent each day
Challenging behaviour shouldn’t be left alone, fixing it early on stops it from derailing your staff team. For more support on building strong teams, click HERE
