Exam Pass Notes

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Recognising Risk

• Aggression can be verbal, physical, discriminatory, threatening or intimidating.
• Strong emotion is not automatically aggression; notice when behaviour becomes unsafe.
• Repeated flashpoints may indicate system or process risks.
• Base risk decisions on observed behaviour and context, not on stereotypes.

De-escalation and Limits

• Speak calmly, briefly and respectfully.
• Acknowledge the person’s feeling, then explain any limits or actions.
• Offer realistic choices when possible.
• Set clear behavioural boundaries and ask for assistance early.

Safety Response

• Threats, hate incidents and violence require local safety procedures in addition to communication techniques.
• If there is an urgent health need alongside aggression, escalate both clinical and safety routes in parallel.
• Avoid isolating yourself with someone who makes you feel unsafe.
• Use alarms, call a supervisor, contact police or follow emergency routes according to policy.

Reporting and Learning

• Record incidents and near misses factually and promptly.
• Provide support to staff after frightening or abusive contacts.
• Review incident patterns and identify system triggers.
• Include local reporting routes and example wording in training.