The Importance of Training Staff to Deal With Challenging Behaviour

As a manager or owner of a service, you may come across negative customers or patients who exhibit challenging behaviour. This can be disruptive for the rest of your staff and cause you stress in managing their behaviour. However, a negative interaction isn’t just frustrating for you – it can have a direct impact on the quality of the service your team delivers.

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Training to teach positive behaviour support can help to address challenging behaviour. PBS is a proactive approach to behaviour management that focuses on meeting the needs of individuals with complex needs. It is based on the principle that all behaviour has an underlying function. Other training courses include a Challenging behaviour course from a company like

A number of studies have shown that training can lead to reductions in challenging behaviour for employees. Some studies have even shown maintenance of these improvements after a period of time.

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These studies have used various types of training packages to teach behavioural interventions. These include instruction (written and vocal), sessions focusing on PBS theory, functions of challenging behaviour or information on behavioural interventions and demonstration/modelling of behavioural intervention with a colleague as well as role-play, rehearsal and feedback.

The most important thing to remember is that you need to teach your staff how to diffuse situations rather than physically defend themselves. It is also critical that you encourage your staff to take time out from their duties to attend such training to help them manage potentially difficult situations more effectively.

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