In this section you will learn to:

• Report incidents in a manner that complies with policy, procedure, and legislation
• Prepare reports and documentation according to organisation requirements
• Maintain currency of documentation by making appropriate updates

Supplementary materials relevant to this section:

• Reading E: The importance of critical incident reporting – and how to do it

In the previous sections of this module, you learned about managing behaviours of concern.

In this section you will learn to:

• Challenge behaviours of concern and clearly outline options and opportunities to change with positive encouragement
• Confirm using clear, calm and objective language the implications of continuing behaviours of concern
• Follow procedures to ensure personal safety of self, the individual, colleagues and others
• Select strategies and response for their potential to provide role models for confident and assertive behaviour
• Carry out interventions based on an analysis of the situa

In this section you will learn to:

• Conduct interactions with individuals in a fair, just, humane, equitable and positive manner
• Use communication strategies with individuals for effective interaction and problem solving
• Consider cultural sensitivities and adapt style and language to accommodate different cultural values and practices
• Identify potential causes of conflict and use a range of appropriate and effective defusing responses
• Use negotiation techniques to divert and minimise aggressive behaviour