Language is rarely neutral, and the way behaviour is sometimes described can shape how people are perceived, how staff prepare, or how support is delivered. In some cases, these familiar phrases may be doing more harm than good.
Phrases like “challenging behaviour”, for example, have become part of the everyday vocabulary of care. You’ll find them in referrals, care plans, incident reports, and course materials. But although these terms may seem useful shorthand, it’s worth pausing to ask: do they help us support people more effectively – or can they get in the way?
This article isn’t about finding the ‘right’ words for the sake of political correctness. It’s about assessing the cost-benefit of such language and making sure the words used helps us to stay grounded, accurate, and aligned with what person-centred, trauma-informed care really looks like.
The Power (and Risk) of Labels
When a staff member is told someone is “non-compliant,” “aggressive,” or displaying “challenging behaviour,” it doesn’t just communicate a behavioural history – it introduces bias. Those terms, however casually used, can influence how a person is approached, interpreted, and ultimately supported. They can lead us to form assumptions before we’ve even met the individual.
And assumptions matter. If a staff member starts their first shift expecting confrontation, they may (unintentionally) bring tension into that interaction. In turn, that can escalate the situation they were hoping to avoid.
That’s not bad intent. It’s human. But it’s why we as a society need to think more consciously about the words we use.
What We Expect Shapes What We See
Language frames how we interpret behaviour. Describing someone as “non-verbal and prone to sudden outbursts” will shape our response differently than saying they “communicate through movement and may need support when overwhelmed.”
One version invites caution. The other invites understanding.
In fast-paced care environments staff must act quickly, and assumptions based on language can override professional judgement. When we describe behaviour based on its impact rather than its root, we risk prioritising control over compassion, or worse, escalating behaviour through fear-based responses.
Being Clear Doesn’t Mean Being Clinical
Some people push back against conversations around terminology. “We’re not here to sugarcoat things,” and they’re not wrong.
But this isn’t about softening language to sound better. It’s about getting clearer, so we can respond better.
We can still talk openly and honestly, we just need to make sure our words reflect what’s actually going on, not what we’re afraid of. There’s a meaningful difference between being accurate and emotive.
Take, for example:
- “Challenging behaviour” might mean anything from withdrawn silence to physical aggression.
- “Behaviour that escalates quickly when routines are disrupted” gives us insight and a potential support strategy.
When teams describe what they see, rather than label what they fear, they’re more likely to respond in ways that are grounded, ethical, and supportive.
Why This Matters for Culture, Not Just Compliance
The words we use ripple through an organisation be it policy, training, or relationships. If we routinely describe people as difficult, aggressive, or unpredictable, it reinforces a culture where control becomes the focus. But when we shift the language, we signal that behaviour is something to be understood, not just managed.
Reflecting, Not Policing
Language evolves, and so does the context we work in. We know that busy staff don’t always have time to workshop their vocabulary, and sometimes shorthand gets the job done. But we also know that language influences mindset.
So perhaps the challenge isn’t to banish terms like “challenging behaviour”, but to stay curious about what we really mean when we use them. What’s the behavior exactly? What’s driving it? And how do we support the person behind it?
Want to explore how language and practice work together?
Timian delivers BILD Act Certified behaviour management training that integrates trauma-informed care, de-escalation techniques, and ethical, real-world strategies for reducing restrictive practices.
If your team is looking to reflect, reset, or reframe its current approach, we’re here to help.
