Staff working with people who are distressed or challenging can benefit from an understanding of the reasons behind a person’s behaviour and how best to manage it.
Spot Stress Disguised as Aggression
Surface level behaviours: shouting, refusing to engage or walk away. These are not defiance, they are a trauma response. How would you respond if you knew that?
Adjust Your Language Carefully
Many phrases, tones and even questions can feel threatening to people who have experienced trauma in the past. Staff are taught to change their language to an open and choice-giving style as opposed to a closed and directive style that can make people feel powerless. See also Trauma informed practice training.
Build Safety Before Starting a Conversation
Sit down at the same level and ensure there is enough space between you and the individual. Where possible, explain what you are going to do before you do it.
Slow Down Before Escalating
When situations become stuck, instead of pushing them, wait for thirty seconds and speak in a softer tone and at a slower pace to bring the situation back from crisis.
Know When to Hand Over
Much distress can be increased by others pushing through the individual’s overload. Staff should have the confidence to know when to refer on to a colleague, line manager or even a specialist.