DEAL: a technique for countering inappropriate or disruptive behaviour
DEAL is based upon a number of interpersonal realities.
- It makes sense to give the person the benefit of the doubt, i.e. that he or she is unaware of engaging in behaviour that is inappropriate or disruptive.
- When something happens three times it is a pattern.
- Acting inappropriately or disruptively is often an expression of the individual’s established interpersonal behaviour.
- Giving feedback to an individual once about his or her inappropriate or disruptive behaviour is unlikely to bring about immediate, or sustained behaviour change.
- Giving feedback after a single instance has the potential to make matters worse. Similarly giving feedback after every subsequent instance.
- Your feedback to an individual behaving inappropriately or disruptively must itself be a pattern: gather the evidence (three instances), give feedback, gather the evidence (three more instances), give feedback, gather the evidence (three more instances), then give an ultimatum.
For a copy of the DEAL technique download this PDF