Responding to Challenging Behaviour
Be proactive
Not sure what to do?
Tips for office set- up with maximum safety
 Make sure there is nothing between you and the door
 Don’t have sharp objects within eyesight
 Take action on early warning signs that something is not right.
 Have a ready excuse to leave the room
 Move the conversation out of the office and into the hall
 Let others in the area know you need help with the escalating situation
Every situation and every person is different
Call security on 83028888 or after hours on 1800500911
Or contact the LTU to talk with a counsellor
8302 4423 Magill
8302 0022 City West
8302 2330 City East
8302 5006 Mawson Lakes
Security are well trained to assess danger and will call for extra help from Counsellors etc as needed. As a general rule it is better to intervene
at the first sign of aggression or difficult behaviour – well before the behaviour escalates into something unmanageable.
Aggression in class
Has the classroom
become unsafe?
Aggression out of class
Yes
No
Point out the aggressive behaviour
in a neutral tone, eg. “Are you aware
that (name behaviour) is disrupting
the class? Ask them to stop.
Call Security
Point out the aggressive behaviour
in a neutral tone, eg. “Are you aware
that you are( name behaviour)?
Has the behaviour stopped?
Has the behaviour changed?
Yes
No
Continue with class keeping
an eye on the student
Call security
Crying
Has something distressing
happened to you?
No
Do you have someone
you can talk to?
No
Do you want to talk about
what is distressing you ?
Yes
Continue with the conversation if safe
and alert another staff member.
No
Move the conversation into a more
public place and alert Security
Suicide
Yes
Yes
Assist student to see a counsellor
either bring them to LTU or call to
see if someone can come to you.
(You have concerns that student may be thinking of suicide or self harm)
Are you considering
harming yourself?
Yes
Contact security and/or counselling
immediately
Yes
Contact LTU
Assist student to make contact.
No
Yes
Listen (you do not have to come
up with advice) Provide tissues.
Ask the student if they
would like to talk with someone.
No
No
Assist student to a safe place
where they can talk or cry.
If you are still concerned about the student contact security.
Illogical or Incoherent speech
Extreme Uncertainty (generalised anxiety)
Can you tell me what’s
Going on for you now?
Yes
Assist them to clarify their thoughts.
If you can’t understand the gist of their
discussion contact Security
Are you feeling worried,
Yes
afraid or stressed at the moment?
Assist them to clarify their thoughts.
Work out which part of their dilemma
you can help them with and state this clearly.
No
Contact security even if you believe
that they are not a threat to anyone
No
Ask the student if there is something
you can help them with.
Panic attack (difficulty breathing/very scarred)
Stalking and Harassment
Have you experienced
Something like this before?
(Person discloses that they are being stalked or harassed on campus)
Yes
Do you have ways to work with this?
Yes
No
How can I help you?
No
Is the student at risk?
Yes
Call security
Student may be frightened. Escort Student to LTU or call LTU for assistance.
No
Explain that their wellbeing is important to the university and encourage them to visit a
Counsellor or Equity Officer
Frustrated Students (showing signs of anger/agitation/blaming)
Useful links
Listen to the student
Acknowledge their frustration
Affirm that you are trying to assist them
Ask them what they would like you to do
Affirm which part of their request you can help them with
Acknowledge your frustration in not being able to help them further
Suggest other options for student to follow up if known
Disorderly or Offensive Behaviour
http://www.unisa.edu.au/policies/act/bylaws.asp#7
Student Misconduct
http://www.unisa.edu.au/policies/act/statutes.asp#7
Prevention of Violence on Campus
http://www.unisa.edu.au/policies/policies/corporate/C19.asp
LTU student contact page
http://www.unisa.edu.au/ltu/contact/locations.asp