Managing Challenging

and
Aggressive Behavior
Presented By:

Lawrence Coleman Dean of Students

Steve Burton Dean of Students
 POWER

When people listen to us and when

our ideas and thoughts make a
difference.
 BELONGING

Implies the ability to love and be

loved, to be recognized as a part of
a group, family, or community.
We satisfy belonging when we join
with others who share common
beliefs, values and interests.
 FREEDOM

That drive within us to be

unconstrained by bonds,
restrictions. Either mental or
physical freedom. Implies that we
are able to make our own choices.
 FUN

Our need for enjoyment, pleasure

and amusement. We are revitalized
and refreshed by the fun we bring
into our lives.
 SURVIVAL

Food, water and air.

 FAB FIVE
POWER: When people listen to us and when our ideas and thoughts
make a difference.
BELONGING: Implies the ability to love and be loved, to be
recognized as a part of a group, family, or community. We satisfy belonging
when we join with others who share common beliefs, values and interests.
FREEDOM: That drive within us to be unconstrained by bonds,
restrictions. Either mental or physical freedom. Implies that we are able to
make our own choices.
FUN: Our need for enjoyment, pleasure and amusement. We are
revitalized and refreshed by the fun we bring into our lives.
SURVIVAL: Food, water and air.
Meet Snuffy
 Meet Snuffy

THINKING
EMOTIONS

COMING FROM THE GUT

Preventative Measures Before Crisis
Check Yourself / Assess the Situation

StaffFear and Anxiety

Two Types:
Unproductive
Productive
 Unproductive Reactions
Freeze: No Response
Overreact: Perceive situation worse than it
really is. Motor skills dont function normally.
Inappropriate Response:
VerballySaying things that are not pertinent to the
situation, vulgarities or obscenities.
PhysicallyStriking out at someone; not being able
to control our actions.
 Productive Reactions
Increase in speed and strength: Additional
adrenalin released into bloodstream causes an
almost superhuman increase in speed and strength.
Increase in sensory acuity: Special alertness
or sharpening of our senses takes place.

Decrease in reaction time: We respond more

quickly to circumstances than normally.
 Ways to Control Fear

Understanding what makes us afraid.

Learning techniques to protect us and clients in

a crisis.

Using a team approachnot being the only one

in the situation.
 Paraverbal Communications
Tone (Barry White)
Volume
Cadence
 Empathetic Listening
Dont be judgmental
Dont ignore or fake attention
Carefully listen to what a person is really saying
Use silence and clarify the message
 Tactic One:
Listen
Acknowledge
Apologize
Agreeing
Inviting criticism
 Verbal Escalation Continuum
Use the board to diagram the verbal continuum. Fill in each stage as you
discuss it, explaining the behavior and suggested interventions.

3. Release

Intimidation 4.
2. Refusal

Tension Reduction 5. 1. Questioning

 Body Language of Clients
Facial Expression
Fist
Try to Make Eye Contact
 Supportive Stance
(Reasons for Using)

Respect Personal Space

Less Threatening / Not Challenging
Personal Safety
 Precipitating Factors
Loss of Personal Power
Maintain Self-Esteem; Save Face
FearNot Knowing Whats Happening
FailureNot Being Able to Complete Task
 The Mask
Code-Switching
Code Among Peers
Code Among Elders

Code Before Authority

Excellence
Seeing Excellence In a Familiar Form
Portraying Excellence Through Cultural Norms
 Productive Citizens
Shield of Resilience
Relationship: Health / Wellness:
Caring toward SELF-ESTEEM CONFIDENCE Hopeful Future
others SELF-WORTH COMPETENCE Reflective
Conscience Adaptive to Changes:
Peer Relationship Relationship Health / Self-Awareness
wellness
with at least one Seek Help
competent caring Express Feelings
adult
Accountability

Skills: Community:
Recognized by Others skills Help others vs. Self-
community
Good Problem Solver Centered & Isolation
Good Tolerance Contribute
Good Learner Involvement
Special Talent Responsibility
Competence
Persistent
The Challenge:

Reaching the
Heart of a Child