Module 7:
Challenging encounters
The research evidence shows that most encounters between people with intellectual disability and other people in their communities are positive, friendly encounters. But there are some more challenging encounters as well that involve risks to the service user, other community members and disability support workers. Sometimes the difficulty lies in the behaviours of a person with intellectual disability, sometimes in the behaviours of a stranger, and sometimes in the interaction and miscommunication between the two. In such challenging encounters you will face difficult dilemmas about how to deal with a service user or a stranger's behaviour. While there are often no absolute 'right' or 'wrong' answers to these questions, in this module we offer some ideas and guidance for support workers dealing with challenging encounters.
The research evidence shows that most encounters between people with intellectual disability and other people in their communities are positive, friendly encounters. But there are some more challenging encounters as well that involve risks to the service user, other community members and disability support workers. Sometimes the difficulty lies in the behaviours of a person with intellectual disability, sometimes in the behaviours of a stranger, and sometimes in the interaction and miscommunication between the two. In such challenging encounters you will face difficult dilemmas about how to deal with a service user or a stranger's behaviour. While there are often no absolute 'right' or 'wrong' answers to these questions, in this module we offer some ideas and guidance for support workers dealing with challenging encounters.
Supporting inclusion for people with challenging behaviour
People considered as having ‘challenging behaviours’ – often people with a more severe intellectual disability - experience more limited opportunities for encounter and social inclusion. It is common that people with challenging behaviours are discouraged or prevented from going out and experiencing encounters, because their support workers are worried about potentially harmful or socially unacceptable behaviour in public. This contributes further to their social exclusion.
Therefore, as with any other service user and perhaps even more so, support workers should proactively support people with challenging behaviours to go out to various places in the community and experience encounters with strangers. This would increase their social inclusion and may also, over time, reduce their challenging behaviours.
How can people with challenging behaviours be supported to experience encounter? The same principles discussed more generally in previous modules apply here as well:
People considered as having ‘challenging behaviours’ – often people with a more severe intellectual disability - experience more limited opportunities for encounter and social inclusion. It is common that people with challenging behaviours are discouraged or prevented from going out and experiencing encounters, because their support workers are worried about potentially harmful or socially unacceptable behaviour in public. This contributes further to their social exclusion.
Therefore, as with any other service user and perhaps even more so, support workers should proactively support people with challenging behaviours to go out to various places in the community and experience encounters with strangers. This would increase their social inclusion and may also, over time, reduce their challenging behaviours.
How can people with challenging behaviours be supported to experience encounter? The same principles discussed more generally in previous modules apply here as well:
Dealing with disruptive behaviour in public
Despite good planning and support, some people might still present behaviours that are not merely 'unconventional', but are socially unacceptable and potentially harmful, such as:
In such situations, you might decide it is appropriate for you to intervene, to try and stop the harmful or inappropriate behaviour. You should always do so in a manner that is respectful both to the person you support and to the stranger they have encountered. In some situations, it may be appropriate to talk to the person you support in private to help them to calm, before returning to a place with other people.
Importantly, these challenging encounters can also be excellent opportunities for social inclusion. For example, if the person you support apologises to a stranger for any discomfort they have caused, this could develop into a conversation and a more convivial encounter.
If certain challenging behaviours persist over time, a positive behaviour support strategy can be developed with the service user and other people who know them well, and who can propose effective strategies to deal with such situations.
The two videos below illustrate different ways in which support workers have managed 'challenging encounters'. These are followed by 'Activities' asking you to reflect on whether the support workers acted appropriately or could have done things differently.
Despite good planning and support, some people might still present behaviours that are not merely 'unconventional', but are socially unacceptable and potentially harmful, such as:
- Causing physical harm to other people
- Inappropriately touching other people's body and belongings
- Overstepping the formal or informal rules of a venue, for example by being very noisy
In such situations, you might decide it is appropriate for you to intervene, to try and stop the harmful or inappropriate behaviour. You should always do so in a manner that is respectful both to the person you support and to the stranger they have encountered. In some situations, it may be appropriate to talk to the person you support in private to help them to calm, before returning to a place with other people.
Importantly, these challenging encounters can also be excellent opportunities for social inclusion. For example, if the person you support apologises to a stranger for any discomfort they have caused, this could develop into a conversation and a more convivial encounter.
If certain challenging behaviours persist over time, a positive behaviour support strategy can be developed with the service user and other people who know them well, and who can propose effective strategies to deal with such situations.
The two videos below illustrate different ways in which support workers have managed 'challenging encounters'. These are followed by 'Activities' asking you to reflect on whether the support workers acted appropriately or could have done things differently.
Activity 6
In the video example below, the support worker explains Larry’s behaviour to a stranger, but does not try to stop Larry from taking the bottle without permission. Do you think the support worker did the right thing? Would you have done it differently?
In the video example below, the support worker explains Larry’s behaviour to a stranger, but does not try to stop Larry from taking the bottle without permission. Do you think the support worker did the right thing? Would you have done it differently?
Activity 7
In the video example below, do you think the support worker's intervention in the conversation between a service user and a hairdresser was necessary and appropriate? Why?
In the video example below, do you think the support worker's intervention in the conversation between a service user and a hairdresser was necessary and appropriate? Why?
Dealing with a
stranger's disrespectful behaviour
Sometimes an encounter becomes challenging because of a stranger who treats the person you support disrespectfully. For example, by making abusive remarks, treating the service user as a child or interacting with you while ignoring the service user.
Always put the service user’s safety and your safety first. When facing intentionally abusive behaviour towards the service user, do not try to educate or publicly shame the abusive person. This is risky and most likely futile. Ensure the service user’s and your safety first. Later, when you are in a safe place, you can consider options of responding to the situation, for example by making a formal complaint.
But when you come across people who act disrespectfully to a service user, but seem to be doing this unintentionally, for example as a result of misconceptions and lack of experience in encounter with people with intellectual disability, you could try to intervene to guide that person to engage in a more respectful way with the service user. In the video below, for example, a support worker tactfully guides a bank teller and the service user to interact directly with each other:
Sometimes an encounter becomes challenging because of a stranger who treats the person you support disrespectfully. For example, by making abusive remarks, treating the service user as a child or interacting with you while ignoring the service user.
Always put the service user’s safety and your safety first. When facing intentionally abusive behaviour towards the service user, do not try to educate or publicly shame the abusive person. This is risky and most likely futile. Ensure the service user’s and your safety first. Later, when you are in a safe place, you can consider options of responding to the situation, for example by making a formal complaint.
But when you come across people who act disrespectfully to a service user, but seem to be doing this unintentionally, for example as a result of misconceptions and lack of experience in encounter with people with intellectual disability, you could try to intervene to guide that person to engage in a more respectful way with the service user. In the video below, for example, a support worker tactfully guides a bank teller and the service user to interact directly with each other:
Activity 8
Can you share an example from your own experience of trying to deal with a stranger who has treated the person you support disrespectfully? Would you do things differently now?
Can you share an example from your own experience of trying to deal with a stranger who has treated the person you support disrespectfully? Would you do things differently now?
Conclusion
Certain behaviours and miscommunications by a service user or a stranger can result in challenging encounters. In such situations support workers are required to make difficult judgements about whether and how to intervene. Intervening in a way that is disrespectful to a service user or a stranger can sometimes do more harm than good. The challenge for support workers is to try to very tactfully and respectfully guide a service user and a stranger to communicate and behave in a more socially acceptable manner and be respectful to one another.
Certain behaviours and miscommunications by a service user or a stranger can result in challenging encounters. In such situations support workers are required to make difficult judgements about whether and how to intervene. Intervening in a way that is disrespectful to a service user or a stranger can sometimes do more harm than good. The challenge for support workers is to try to very tactfully and respectfully guide a service user and a stranger to communicate and behave in a more socially acceptable manner and be respectful to one another.