Duration: 17 minutes
This program explores how to prevent aggression at work and how to reduce risk and/or manage it when it happens. A must for everyone who wants a safe and healthy workplace.
1. Recognise Potential Aggression Early
• Raised voices
• Agitated
• Narrowed eyes
• Assume more than is there
2. Avoid Escalation
• Try to defuse the situation
• Use a calm and slow, voice and tone
• Talk to the person
• Apologise to them about the situation
• Don't turn your back to them
• Don't whisper about them to someone else
• Manage own emotion, stay calm and don't react
• Don't take it personally
• Ignore insults and work on solving the problem
3. Identify the Issues and Reduce Anger
• Introduce yourself, and use their name
• Help another person out
• Ask questions related to the task of solving the problem
• Move the focus from the problem to the solution
4. Outline Plan to Help
• Use decisive language, not words like 'maybe' or 'I will try'
• Provide a choice
• Always be honest
5. Reduce Risk
• If threatening, can help to avoid direct eye contact, but keep aware of them and their actions through peripheral vision
• Identify all exits, how many people are around and pick up the phone
• Have a predetermined plan within the workplace for assistance and to call the police
• If a person is potentially dangerous, ask them to leave knowing you have the support of the police outside
• Make sure panic buttons and alarms are tested and in working order
• Only restrain someone as an absolute last resort
• If someone produces a weapon, listen to them, continue to use a calm tone of voice, ask them to place the weapon on the table or something nearby. Don't ask them to hand the weapon to you
6. Afterwards
• Key people involved may need counseling
• Re-examine the scenario as a case study within the workplace
• Train people in the situation before it happens
