This quiz will test your ability to use effective strategies for dealing with difficult or challenging behaviour in a health care environment.

5 Sample Questions

Give one example of how the availability of other staff within an organisation can assist with the development of planned responses to difficult or challenging behaviour.

  • A. They can assist with making cups of tea to calm nerves, providing chocolate in the fridge so that all staff can access it when needed, interviews with key staff members regarding food preferences, staff questionnaires regarding clients who cause the most stress, reviews of relevant improvement measures at staff meetings.
  • B. All staff must take part in writing comprehensive personal plans and that the need for the use of physical intervention is clearly stated. Every worker must then abide by all policies and procedures put in place by the individual plans.
  • C. They can assist with direct observation notes, structured record keeping, interviews with key staff members regarding client management, staff questionnaires regarding client management, reviews of relevant documentation at staff meetings, observation of the client in the setting where the challenging behaviour occurs.
  • D. They can be a general support for you when things get really bad. They can make sure that they hang around and cheer you on if you are having a confrontation with a client. They can write reports that support your interpretation of all situations that you have been made accountable for.

If an organisation makes a decision to support an individual where there is multidisciplinary agreement that physical intervention might be called for, what must the organisation ensure and the worker abide by? (More than one response.)

  • A. The organisation must ensure that clear and detailed guidelines with regards to the management of behaviour are in place and that triggers have been identified and recorded. The worker must then abide by all policies and procedures put in place by the organisation.
  • B. The organisation has the option to put in place current risk assessments for those clients charged with violent offenses but under the privacy act, they are not obliged to do this, nor are the staff able to access this information without a court order.
  • C. The organisation must ensure that appropriate staffing levels are place for identified physical interventions to be carried out safely and that 'serious incident' reports are completed and sent to the relevant supervisor. The worker must then abide by all policies and procedures put in place by the organisation.
  • D. The organisation must ensure that appropriate staffing levels are place for identified physical interventions to be carried out safely and that 'serious incident' reports are completed and sent to the relevant supervisor. The worker then has an option to fill out the required documentation if time allows.
  • E. The organisation must ensure that a comprehensive personal plan is in place and that the need for the use of physical intervention is clearly stated. The interventions to be used must be clearly described and the context to be used must be clearly defined. The worker must then abide by all policies and procedures put in place by the organisation.
  • F. The organisation must ensure that a current risk assessment is in place and that it is recorded in the client's personal plan. The worker must then abide by all policies and procedures put in place by the organisation.

Which of the following suggestions are sensible safeguards that should be adopted by workers visiting clients in their homes if the client is potentially aggressive. (More than one response)

  • A. Have a clear understanding of the area they are visiting
  • B. Ask to be accompanied to the clients home if you are anxious.
  • C. Make an appointment with the client and be on time.
  • D. Be bold and assertive when visiting the client so that they know they need to respect you.
  • E. Alert the agency of your expected departure and arrival times

What should the organisation's response to, and management of, challenging behaviours be based upon?

  • A. The general budget allocation for response to difficult behaviour will ultimately determine the response to and management of their behaviour and should be considered at all stages of treatment.
  • B. Management of challenging behaviour should always be based on the decisions of the clients' families. Should the client have a history of physical restraint for difficult behaviour, this should always be the first option taken by the organisation.
  • C. Management of challenging behaviour should always be based on the workers' ability and experience, established organisation procedures, knowledge of individual clients and the underlying causes of their behaviour.
  • D. Management of challenging behaviour should always be based on the staff's decision making processes. The organisation should always trust the the decisions of staff is appropriate and that in all cases they should be supported, especially when staff determine that physical intervention is required.

Which of the following answers provide appropriate communications skills for using with an angry client? (more than one response)

  • A. Allow the client to vent their anger.
  • B. Validate what the client is saying by using paraphrasing.
  • C. Look away from the client so they don't feel intimidated.
  • D. Show empathy.
  • E. Keep your body higher than the client so you are always in control
  • F. Always make promises that will calm the client, no matter what.
  • G. If the problem can't be resolved, help the client find alternatives that might ease their distress.
  • H. Always leave plenty of time after the event before you follow up anything discussed.

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