To get the best possible experience using our website we recommmend that you upgrade to a newer version or other web browser. IE8 is no longer supported. A list of the most popular web browsers can be found below. Click on the links to get to the download page.
Frontline employees in higher-risk sectors are usually trained how to deal with potentially violent conflict situations, but every organisation is potentially at risk from agitated or upset employees, clients or members of the public.
Or it could be that you are caught up in a situation when on site at another organisation or even when out and about in a public space.
If the person is aggressive telephone Police on 111. Here are some other tips for diffusing tense situations and staying safe if things escalate:
1. Keep your distance
Maintain at least two arms’ length, if possible position yourself so there’s a barrier (e.g. desk) between you and the person.
2. Enable the person to leave
Ensure you are positioned in a way that enables them to leave the premises without needing to push past you.
3. Don’t play the hero
Never try and wrest a weapon off someone, or chase suspected shoplifters or criminals because you don’t know if they have accomplices nearby. Instead, observe, take notes (immediately afterwards) and report to Police or security.
4. Be passive
Don’t make sudden movements, talk to, or stare at them.
5. Do what they ask
Don’t resist and remember, money and goods can be replaced but a life can’t.
6. Don’t touch anything the offenders may have touched
This could destroy or contaminate valuable evidence for the Police.