Professional training
is vital to helping staff organize their thinking about problematic behaviors,
and to developing proactive skills that focus on prevention and respect.
Here are for remaining calm and professional during challenging
situations.
1. Be Mindful of Your Own
Reaction.
A vital component of managing difficult behavior is knowing that your behavior
affects the behavior of others. What you say or do in response to an
individual’s behavior affects whether the behavior escalates or stops. When
you’re aware of this factor, and when you’re equipped and empowered with other
effective and respectful behavior management strategies, you’re better able to
de-escalate difficult behavior and help individuals regain control and make
positive choices.
2. Maintain Rational
Detachment.
When you’re rationally detached, you maintain control by not taking negative
comments or actions personally. Without this key ability, team members may
react instinctively or defensively, which will only escalate a situation.
Equipped with this skill, you’re better able to defuse challenging behavior and
encourage positive behavior.
3. Be Attentive.
When people feel ignored, marginalized, or not cared for, they often act out.
An effective way to counter a person’s anxiety is to validate her feelings. Pay
attention to what she says. Give her plenty of personal space. Show her through
your facial expressions and body language that you’re listening, and you can
take away her reasons for being upset—and give her a reason to regain control.
4. Use Positive
Self-Talk.
Remind yourself that when you’re the target of an outburst or a negative
situation, you’re rarely the cause of the behavior. And just as thinking, "I can't deal with
this" might cause you to react one way, telling yourself, "I know
what to do" will cause a more productive response.
5. Recognize Your Limits.
Being a professional doesn't mean that you can handle everything. Knowing that
you have support and backup is crucial to staying in control of your own
behavior and responding appropriately. Accept your limits and keep in mind that
sometimes the best decision is to let someone else take over.
6. Debrief.
Be sure to debrief after any incident. Talking about it can help relieve the
stress. It’s also important to consider what was done well and how to respond
better the next time a situation occurs








