Elements and Performance Criteria
- Plan response
- Identify appropriate response to potential instances of difficult or challenging behaviour in line with work role and organisation policies and procedures
- Ensure planned responses to difficult or challenging behaviour maximise the availability of other appropriate staff and resources
- Give priority to safety of self and others in responding to difficult or challenging behaviour
- Apply response
- Ensure response to instances of difficult or challenging behaviour reflect organisation policies and procedures
- Seek assistance as required
- Deal with difficult or challenging behaviour promptly, firmly and diplomatically in accordance with organisation policy and procedure
- Use communication effectively to achieve the desired outcomes in responding to difficult or challenging behaviour
- Select appropriate strategies to suit particular instances of difficult or challenging behaviour
- Report and review incidents
- Report incidents according to organisation policies and procedures
- Review incidents with appropriate staff and offer suggestions appropriate to area of responsibility
- Access and participate in available debriefing mechanisms and associated support and/or development activities
- Seek advice and assistance from legitimate sources as and when appropriate