How to deal with challenging behaviour at work?

Challenging behaviour at work - whether from a colleague, service user, or member of the public - rarely appears out of nowhere. Recognising the early signs and responding calmly is usually more effective than reacting once a situation has already escalated.

Practical steps include:

• Stay calm and keep your tone measured, even if the other person isn't
• Recognise early warning signs - a raised voice, closed body language, repeated frustration
• Use clear, non-confrontational language and avoid arguing back
• Set boundaries firmly but respectfully, without escalating tension
• Know when to withdraw or call for support, rather than managing every situation alone
• Record and report the incident afterwards, so patterns can be identified and addressed

Employers have a duty of care to protect staff from foreseeable risks, including verbal aggression and challenging behaviour from the public, service users, or colleagues.

Stand2's Managing Challenging Behaviour Training builds these skills through practical, scenario-based training - see what is the most common cause of challenging behaviour for the underlying triggers behind it.