strategies for responding to and managing aggressive behaviour
TRANSCRIPT
Strategies for responding to and managing aggressive behaviour
AIMS To assist you to develop greater understanding of
aggressive behaviour and more effective systems of:
Self Awareness
Self Control
Self Protection
Self Care
Who can present with aggressive behaviour towards us in school?
Students
Ex-Students
Parents
Other family members
Community members
Other staff
Why is dealing with people sometimes a problem?
Low levels of logic
Lack of knowledge
Inaccurate information
Unrealistic expectations
Psychological problems
Previous bad experiences
Anxiety, frustration and anger
REALITY:
No matter what you do, not everyone is going to be happy, satisfied
or thankful
What is Aggression? A hostile action directed towards another person.
Verbal Aggression
Physical Aggression
Passive Aggression
The Aggression Cycle
Enduring the Crisis
De-escalation Crisis
Recognition
Prevention Escalation Coping with the Aftermath
Trigger Recovery
The Triggers
Fear
Frustration
Manipulation
Intimidation
Mental State
- alcohol or drugs
- reactive states
- stress levels
Other FactorsMood and ToleranceBeliefs and ValuesLanguage and CultureDisplacementEnvironment
Factors which may need to be considered
Core values: “Duty of Care”
Other roles and responsibilities
Staff member skills and training
Emotional reactivity
Special needs.
Control the Environment
Behaviour Controls Verbal Strategies
Non-verbal Strategies Self-control
Behavioural
De-escalation
There are no guarantees when dealing with
difficult and aggressive behaviour.
However…
clear procedures, together with effective
responses to this behaviour, will increase your
chances of getting the outcome you want.
Control the Environment
Access to staff
Meeting venues
Other staff attending meetings
Physical layout factors
Initiate Behavioural ControlsClear guidelines about staff contact
Student behaviour policy
Reinforcement of expectations
Meeting agendas
Staff training
Verbal StratagiesWhen appropriate…
Lower your voice and keep
your tone even
Use the other person’s name
Explain who’s present and
why
Inform them you would like
to take notes
Encourage information
(questions)
Speak clearly…don’t use jargon
Use “present tense talk” (Focus on
“NOW”)
Paraphrase and summarise
Encourage simple compliance (eg.
sitting)
Use compliance motivation
Allow the other person to “save
face”.
Non-verbal StratagiesBe aware of your body posture
(Defensive vs. Receptive?)
Protect your body space
Seat the other person
Give a warning before moving
Use appropriate eye contact
Avoid physical contact, or talk first.
Protective StratagiesIn a “worst case” scenario….
Know who to call and how to call them
Stay outside of the “hit zone”
Leave the situation
Use a barrier
Protect your body.
Personal Well-beingRecognise limitations
Depersonalise the
event
Talk about your
experiences
Use exercise
Take up offers of help
Use distractors
Don’t insist you should
cope better
Use personal relaxation
techniques
Report incidents of
aggression