2.5. Explain how staff can support a person with dementia should they display a range of behaviours

This guide will help you answer 2.5. Explain how staff can support a person with dementia should they display a range of behaviours.

Caring for someone with dementia requires understanding, patience, and skill, especially when they display a range of behaviours. These behaviours may include agitation, aggression, wandering, repetition, or withdrawal. Support goes beyond managing symptoms. It involves empathy, skilled communication, and respect for the person’s dignity and individuality.

Recognising the Behaviours in Dementia

Dementia affects each person in unique ways. Behaviours often reflect unmet needs, confusion, pain, or discomfort. Common behaviours include:

• Agitation (restlessness, pacing, shouting)
• Aggression (verbal or physical)
• Repetitive actions or speech
• Wandering or trying to leave the building
• Shadowing (following staff or others closely)
• Withdrawn or low mood
• Suspicion or paranoia

Understanding what the person may be feeling or experiencing helps shape how you can offer support.

Building Positive Relationships

Strong, trusting relationships with the person are at the heart of support. When people with dementia feel safe and respected, they may be less likely to become distressed.

Form positive relationships by:

• Speaking calmly and clearly
• Using the person’s preferred name
• Smiling and giving eye contact
• Listening without interrupting
• Showing patience
• Avoiding rushing them

Being consistent helps builds trust. People with dementia often pick up on mood and tone, so keeping communication positive helps reassure them.

Effective Communication Strategies

Adapting how you communicate supports the person and can prevent or reduce distressed behaviours. Useful approaches include:

• Asking simple, direct questions
• Repeating information if needed
• Using short sentences and plain language
• Offering choices, but not too many at once
• Using visual aids, gestures, or pointing

Avoid arguing or correcting the person if they are confused. Instead, reassure them and respond to their feelings.

Responding to Agitation and Restlessness

Agitation and restlessness may be signs that the person is uncomfortable, anxious, or bored. Try to find out what might be causing the behaviour.

Support can include:

• Checking for pain, hunger, thirst, or a need to go to the toilet
• Offering activities that interest them, such as a walk or listening to music
• Reducing noise or busy environments
• Giving reassurance through touch if appropriate

Soft music, hand massage, or a favourite object may help them feel settled.

Managing Aggression

Aggression may be verbal (shouting or swearing) or physical (hitting, pushing). Often, it is a reaction to fear, confusion, physical discomfort, or feeling threatened. Remain calm and avoid confrontational responses.

Helpful actions:

• Remain at a safe distance
• Speak in a quiet, calm voice
• Give the person space and time to calm down
• Remove other people from the area if needed
• Identify and address any triggers (e.g., too many people, feeling rushed, pain)

Later, document the incident. Discuss with colleagues how it happened and how it could be avoided next time.

Supporting Repetitive Behaviours

People with dementia may repeat questions, actions, or stories. This may be their way of seeking reassurance, or it may be part of memory loss.

Respond by:

• Answering patiently and kindly, even if repeating yourself
• Avoiding reminding the person they have already asked
• Redirecting gently to an activity or topic they enjoy
• Using memory aids, such as photos or written notes

Consider what feeling is behind the repetition. Reassurance and structure can reduce this behaviour.

Safe Management of Wandering

Wandering can be worrying, especially if the environment is unsafe. It could have many reasons, such as boredom, confusion, or a need for exercise.

Ways to support:

• Knowing the person’s usual movements and routines
• Keeping exits secure, but not making the person feel locked in
• Providing supervised walks or activities
• Using discreet devices (with consent) to help monitor location
• Having up-to-date photos and details, in case extra support is needed

Encouraging safe movement and regular exercise can prevent some incidents.

Dealing With Shadowing

Shadowing happens when someone follows a staff member or loved one everywhere. It may be caused by anxiety, insecurity, or the need for comfort.

Support can include:

• Offering reassurance through words or touch
• Keeping them involved in activities with others, to build confidence
• Explaining when you need to leave, and when you’ll be back
• Leaving familiar objects with them while you are away

Remember, the behaviour is not meant to be intrusive. It is often fear-based, and reassurance helps.

Supporting People Who Withdraw

Withdrawal can mean staying in one place, not joining activities, or appearing low in mood. Isolation may add to the person’s distress.

To support:

• Engage gently, using topics or items they enjoy
• Offer company quietly—sometimes just being present is enough
• Encourage participation in activities at their own pace
• Check for pain, loneliness, or depression, and report your concerns

Keep interactions positive and avoid forcing the person to take part.

Handling Suspicion or Paranoia

Dementia can lead to the person thinking others are stealing from them or talking about them. This suspicion can be upsetting for them and staff alike.

Support involves:

• Listening calmly without judgement
• Not arguing, but acknowledging their feelings
• Searching together if they have lost something
• Keeping personal items in sight or labelled, if possible

Stay patient and avoid discussing the behaviour with others in front of the person.

Using Distraction and Redirection

If the person is becoming upset or angry, distraction and redirection can change the focus. This helps reduce tension and upset.

Ways to use this technique:

• Offer an activity the person enjoys, such as music or a favourite hobby
• Suggest a snack or drink
• Turn the conversation to a happy memory
• Go for a short walk together

Redirection works best when it is gentle and not forced.

Promoting a Calm Environment

The environment plays a big role in behaviour. Overstimulation or too much noise can cause distress.

Support by:

• Reducing glare, loud noises, or clutter
• Keeping lighting soft and rooms comfortable
• Using familiar objects or decorations
• Keeping routines consistent—familiar schedules help people feel safe

Small changes can have a big effect on wellbeing.

Supporting Choice, Control and Dignity

People with dementia need to feel involved and respected. Always give choice where possible. Small choices can help them feel in control.

Examples include:

• Picking which clothes to wear
• Choosing what to eat or drink
• Deciding where to sit

Speak directly to the person, not just to family or other staff. Always uphold privacy and dignity—close doors before helping with personal care and ask before touching.

Working With Families and Carers

Family members know the person best and can help identify what works or triggers distress. Work together by:

• Involving them in care plans
• Sharing information about routines and preferences
• Listening to their concerns and ideas

Family support often reduces anxiety for the person with dementia.

Safeguarding and Protecting People

Always be aware of the risk of harm to the person or others. Report any serious behaviour or changes of concern to your manager straight away. Keep accurate and confidential records of behaviours and actions taken.

Support plans should be updated regularly. Risks must be balanced with supporting the person’s right to make choices.

Looking After Yourself and Seeking Support

Supporting people who display challenging behaviours can be tiring. Always seek help from your manager or counsellor if you feel stressed or unsure. Teamwork, regular training, and open discussion with colleagues make support safer for everyone.

Working Within the Law

Support workers must follow the law and organisational policies. This includes the Mental Capacity Act 2005, which protects the rights of people who may not be able to make some decisions for themselves. Respect the person’s legal rights at all times.

Documenting and Reporting

Good record-keeping helps everyone. Always record what happened, any triggers or patterns, and what support was offered. Use clear, factual language. This helps plan future support and protects you, your colleagues, and the person.

Final Thoughts

Supporting a person with dementia who displays a range of behaviours involves much more than managing symptoms. By understanding the behaviours, building trust, communicating clearly, and promoting dignity, you help them feel safe and respected.

Keep the person at the centre of care. Work with families, remain observant for triggers, and always record what you do. Support is most effective when it is gentle, consistent, and based on each person’s unique history, preferences, and needs.