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Facilitate co-operative behaviour

Content

• Section 1: Monitoring client behaviour
  • What is challenging behaviour?
  • Monitoring behaviour
  • Assessing behaviour
  • Assessment methods and tools
  • Warning signs of client-initiated violence
  • Evaluating behaviour
  • Organisational policies and procedures
  • Specialist advice
  • Summary
  • Self check
  • Bibliography
• Section 2: Communication strategies to de-escalate conflict
  • Interacting with clients
  • Problem solving
  • Cultural considerations
  • Causes of conflict
  • Reducing conflict
  • Negotiation techniques
  • Summary
  • Self check
  • Bibliography
• Section 3: Managing conflict
  • Unacceptable behaviour
  • Managing aggressive behaviour
  • Workplace policies and procedures to reduce risk
  • Role models for assertive action
  • Intervention strategies
  • Reporting and recording incidents
  • Summary
  • Self check
  • Bibliography

Introduction

When clients present to community workers they already have a range of issues they carry with them which can cause them to become emotionally unstable.  As community workers you need to recognise this and minimise situations that can lead to the escalation of conflict or challenging behaviour. This section will look at strategies for effective communication with clients, recognising the causes of conflict problem solving techniques and negotiation skills.

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© The State of Queensland (Department of Communities and Disability Services Queensland) 2007.

Queensland Government