CDPC | CEDC
CDPC | CEDC
Competency Category:

3.5 – Manage Abusive Client Behaviour

Purpose & Context

Career Development Professionals (CDPs) address abusive behavior when it arises to establish boundaries with clients, prevent escalation, and ensure others are not adversely impacted.

Effective Performance

Competent career development professionals must be able to:

  • P1. Identify forms of threatening and abusive behaviour to self and others, including:
    • Physical violence
    • Emotional abuse
    • Verbal abuse
    • Sexual harassment
    • Bullying, including cyberbullying
    • Stalking
  • P2. Maintain composure in abusive situations:
    • Remain calm
    • Speak clearly and firmly with the client
    • Avoid taking clients’ words or attitude personally
  • P3. Ensure safety of self, client, and others:
    • Separate client with abusive behaviours from others, if necessary
    • Ask for assistance from colleagues based on proximity, skill set and their relationship with the client, if
      necessary
  • P4. Inform client that abusive behaviour is unacceptable and must stop:
    • Discuss consequences of continuation of behavior, e.g. termination of services
    • Ask client to leave if the behaviour continues
  • P5. Discuss behaviour with client
    • Acknowledge distress
    • Suggest resolutions
  • P6. Assess whether services can continue:
    • If yes, handle client concern or complaint
    • If no, call for assistance, e.g. supervisor, security, police
  • P7. Record details of incident in accordance with organization’s policies

Knowledge & Understanding

Competent career development professionals must know and understand:

  • K1. Types of abusive behaviour
  • K2. Conflict resolution techniques
  • K3. Support resources
  • K4. Relevant organizational policies

Contextual Variables

Competent career development professionals must be able to perform this competency in the following range of contexts:

Competent career development professionals must be able to perform this competency in the following range of contexts:

Glossary & Key References

Terms

Industry-specific terms contained in the standard defined here, where applicable.

None

Information Sources and Resources for Consideration

None

Context Rating Scales

Criticality

Q: What is the consequence of a professional being unable to perform this skill according to the standard?

High probability of risk: VERY CRITICAL

Frequency

Q: How frequent and under what conditions is this skill performed?

Unexpectedly, e.g. when emergency arises

Level of Difficulty

Q: Under routine circumstances, how would you rate the level of difficulty in performing this skill?

Very hard or challenging

Time Required to Gain Proficiency

Q: What is the average length of time or number of repeated events that are minimally necessary for an individual to become proficient in performing the skill to the standard?

To become fully proficient in this competency, a career development professional requires a minimum of 5 instances of addressing abusive behaviour.

Autonomy

Practitioners typically perform this competency with and/or without supervision, and as part of a team and/or alone.

Automation

It is unlikely that this competency will automate.

Requisite Work Aids, Tools, Equipment or Materials

None
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Career Development Professional Centre

Code of Conduct

Help us cultivate a Centre we all enjoy by reviewing and following the Code of Conduct.

Our Purpose

Thank you for being a part of the Career Development Professional Centre. To ensure that all members have the best possible experience, we have a few ground rules that we ask everyone to adhere to. This code of conduct applies equally to every person in the community and is intended to foster an online space that is inclusive, safe, and welcoming to all.

Centre Rules

Be welcoming

We strive to be a place that welcomes and supports people of all backgrounds and identities. We aim to be a place that promotes excellence and innovation in career and workforce development. Please extend respect to all members; we all come from different backgrounds and levels of knowledge and there is no such thing as a stupid question.

Be respectful

We won’t all agree all the time, but when we disagree don’t let those disagreements turn into personal attacks. A place where people feel uncomfortable or threatened will not be a productive one. When having discussions in the online community, commenting on a library article, or participating in other Centre activities, strive for productive conversations around the content being presented, not the person behind the content. Any comments determined to be “hate speech” towards any individual or group will be deleted, and the user account may be locked until an investigation regarding the comment has been concluded. The user may be given a written warning or removed from the CPDC platform depending on the findings of the investigation.

Hate Speech could include and is not limited to:

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  • Profane or illegal materials
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A good rule of thumb is to never say anything that you wouldn’t be comfortable with the world seeing or that you wouldn’t want anyone knowing came from you. We ask that you keep in mind the focus of this place, which is building excellence and innovation in career and workforce development for all individuals.

Be considerate of the purpose of the Centre

The Centre focuses on building excellence and discussing innovation in the career and workforce development field. The goal of the social learning community is to communicate goals, challenges, constructive feedback, and questions in relation to career and workforce development. The Centre should be a place for continued learning and development as well as a place to discuss the future of our field (solicitation without written consent by the Project or Advisory team, is strictly prohibited). Any post or comment that is determined to be soliciting any individual or group will be deleted, and the user account may be locked until an investigation regarding the post has been concluded. The user may be given a written warning or removed from the CPDC platform depending on the findings of the investigation.

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