We understand that people are different. They have different experiences, different strengths and different ways of communicating. They may need different types of support to carry out their work effectively.
In many workplaces, this is accepted as part of good management.
We adapt working environments. We provide additional support. We consider individual circumstances and where appropriate, make reasonable adjustments.
So why can our approach be different when someone needs support to manage their behaviour?
Behaviour Does Not Always Tell the Whole Story
When an employee, service user, customer or member of the public behaves in a way that others find challenging, it can be tempting to focus on the behaviour itself.
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Perhaps someone becomes angry during an interaction.
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Perhaps they refuse to cooperate with a request.
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Perhaps they become distressed or frustrated when something does not go as expected.
The behaviour still needs to be managed, particularly where there is a risk to other people and understanding what has contributed to the situation can help staff decide how best to respond.
Communication difficulties, anxiety, previous experiences, sensory needs, frustration or difficulties with emotional regulation can all influence how someone responds.
Supporting People Does Not Mean Removing Boundaries
There can sometimes be a misconception that recognising individual needs means lowering expectations.
It doesn't.
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A workplace can have clear standards of behaviour while still recognising that people may require different forms of support.
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A member of staff can be expected to communicate professionally while being given appropriate support to manage a particular difficulty.
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A service user can be expected to behave safely while staff consider what may be causing their distress.
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A customer can be treated with respect while employees maintain clear boundaries about what behaviour is acceptable.
Successful behaviour management should mean that the two scenarios can exist together.
What Happens When We Don't Consider Individual Needs?
When the same response is repeatedly applied without considering why a situation is occurring, organisations can find themselves dealing with the same problems again and again. This can be particularly challenging for staff working directly with members of the public or people who require support.
If an interaction repeatedly escalates, it may be worth looking at what happens before the escalation and whether anything could be changed.
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Could information be communicated differently?
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Could the environment be adapted?
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Could staff recognise earlier signs that someone is becoming distressed?
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Could a different approach prevent the situation from reaching crisis point?
These questions do not remove responsibility from the individual. They help organisations consider whether there are practical ways to manage risk more effectively.
Supporting Staff Matters Too
There is another side to this conversation. Staff should not be expected to manage challenging behaviour without the appropriate knowledge, training and support.
Whether someone is working in a care setting, visiting a customer at home, dealing with members of the public or providing support within a community, they need to understand how to recognise behavioural risk and respond appropriately. This is particularly important for staff who may be working alone.
A situation that might feel manageable when colleagues are nearby can feel very different when someone is dealing with challenging behaviour on their own. Training can help staff understand when to communicate, when to de-escalate, when to seek assistance and when withdrawing from a situation is the safest option.
A Person-Centred Approach Still Needs to Be a Safe Approach
Understanding individual needs should never come at the expense of staff safety. There will be circumstances where behaviour presents an immediate risk and intervention is necessary. The challenge is making sure that staff have the knowledge and judgement to distinguish between situations and respond proportionately.
Good behavioural management is therefore about balancing several things at once:
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The needs of the individual.
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The safety of staff and others.
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The environment in which the situation is taking place.
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The organisation's responsibilities and procedures.
There is no single response that will work in every situation.
Looking at the Bigger Picture
At SecuriCare, we work with organisations across a range of sectors to help staff develop the practical skills needed to prevent and manage challenging and hazardous behaviour. That includes understanding potential triggers, recognising escalation, communicating effectively and knowing how to respond when behaviour becomes more difficult to manage.
The aim is not simply to teach people what to do when something goes wrong. It is to help organisations consider what they can do before, during and after a behavioural incident to support both the individual and the people responsible for their safety.
Get in Touch
Supporting people with different needs requires staff to have the right skills to manage situations safely, while still maintaining appropriate boundaries and professional standards.
SecuriCare provides practical training across a range of sectors to help staff recognise behavioural risks, respond appropriately and support safer working environments.
Speak with our expert team to discuss how we can support your organisation.
