Sometimes, for various reasons, we’re not always the right person to support an individual, especially if they’re in crisis. We may know ourselves that we’re not the best person to be involved, or it may take a colleague to recognise it and guide us out of a situation. This is known as, ‘change of face’.
A Team Teach concept, ‘change of face’ refers to occasions when support of an individual is transferred to somebody else, such as a colleague or other responsible adult. It happens when a change is deemed to be in the best interests of the individual, those around them, and ourselves, the goal being to reduce risk and defuse escalating situations.
We all have some behaviours that personally challenge us and push our buttons more than others. This can lead to us reacting to situations, rather than responding to them. Deploying ‘change of face’ is a useful strategy when we feel overwhelmed or frustrated or can see a colleague in need of our support.
Previous personal experiences and our current state of mind can influence how we respond to and support situations in the workplace. It’s important to understand what we’re bringing to a situation, both mentally and physically. We can remember to have an emotional check-in with ourselves so we’re aware of factors that may influence our response.
Small things, like a lack of sleep or a challenging journey to work, can significantly affect how we respond to situations. And we all have pressures on us, both professionally and personally, that can affect how we’re feeling.
In moments where we do not feel best placed to offer the support that individuals need, it takes professional strength to recognise that we need to take a step back in the interests of ourselves and the individuals in our care.
Not only are we reading the behaviours and body language of the individuals we support, but also of those we work alongside. It’s important to know what pushes our colleagues’ buttons and be able to recognise instances where they may need us to step in and support. In a positive, supportive culture, colleagues can act as critical friends to help make the best choices for the individuals we support. We need to emphasise that accepting help is not a personal criticism or a sign of weakness.
Sometimes, it’s easier to see from afar when a situation is escalating and when a ‘change of face’ is necessary. For example, we might encounter a colleague supporting an individual who we know struggles with lengthy demands and loud noises. We can see that our colleague is using excessive verbal communication to list a series of instructions. When the individual doesn’t respond, our colleague repeats the instructions in a louder voice and moves closer. Experience tells us that our colleague’s actions are causing increased stress, and distressed behaviour is escalating.
To bring the situation back under control and reduce risk, we might decide to deploy ‘change of face’ to offer a safe, dignified exit for our colleague.
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