What not to do when dealing with challenging behaviour?

Getting it wrong in the moment can escalate a situation that might otherwise have settled on its own. A few common mistakes to avoid:

• Don't raise your voice or match their tone - mirroring frustration tends to escalate it further
• Don't argue or try to "win" - the goal is de-escalation, not being right
• Don't dismiss or minimise how they're feeling - even if the reaction seems disproportionate to you
• Don't take it personally - challenging behaviour is rarely really about you
• Don't make promises you can't keep just to end the interaction quickly
• Don't manage serious risk alone - know when to withdraw and get support rather than pushing through

These aren't instinctive responses under pressure - which is exactly why structured training matters. Stand2's Managing Challenging Behaviour Training builds these skills through realistic, scenario-based practice. Paired with how to deal with challenging behaviour at work, this covers both sides of the same situation.