“…20,23 Some examples of challenging situations were when a resident became upset, agitated, or violent, causing the direct care workers to feel frightened, or when family members or colleagues had differing priorities. 20,[30][31][32][33] Direct care workers reported that participating in interventions had enhanced their confidence level because they dealt better than they had before with their colleagues, residents' families, and administrators and felt less fearful of residents' challenging behaviours. 20,33 "I feel confident like in what I'm doing now, dealing with families, with my residents and with other team members".…”