During a behavioral incident, who should communicate directly with the agitated individual?

In a behavioral incident, it is crucial for effective communication to be handled by a designated leader who is trained to manage such situations. The leader typically possesses the skills and authority necessary to de-escalate potential conflicts and communicate clearly with the agitated individual. This approach helps ensure consistent messaging and demonstrates a unified front, which can aid in calming the individual.

Having the leader as the primary communicator allows for a more structured interaction, as they are often equipped with the knowledge of the individual's triggers, coping strategies, and appropriate responses. This knowledge is vital in providing reassurance and support to the person in crisis.

While other staff members may have good intentions and might wish to assist, the involvement of multiple individuals can lead to confusion and increased agitation for the individual. It is important that communication comes from someone who is prepared and empowered to address the situation effectively. Therefore, having the leader take the lead in communication is the most sensible and safe approach during a behavioral incident.