Guidelines for Handling a Potentially Violent Confrontation
Become familiar with the following guidelines so that you
will be able to remember them while under the stress of a
threatening situation.
- Stay calm. Raising your own voice may increase the anxiety
of a potentially violent person.
- Avoid challenging body language such a placing your hands
on your hips, moving towards the person, or staring directly
at them. Remain seated and do not turn your back on the
individual.
- Move away from any objects, such as scissors, that may
be employed as a weapon.
- Position yourself, if possible, so that an exit route
is readily accessible.
- Remain helpful while you summon your supervisor for assistance.
Sometimes, the opportunity to talk to a manager or supervisor
will help satisfy an irritated client.
- Ask uninvolved parties to leave the area if this can be
done safely. Use the prearranged code word to alert your
supervisor/coworkers to call University Police.
- Speak slowly, softly, and clearly to reduce the momentum
of the situation.
- Listen empathetically by paying attention to what the
person is saying. Let the person know that you will help
them within your ability to do so.
- Ask questions to help regain control of the conversation
and to understand the situation.
- Neither agree with distorted statements nor attempt to
argue -- REMAIN CALM. Avoid defensive statements. This
is not the time to place blame back on the enraged person.
- Ask the aggressive person to leave and come back at a
time when they feel calmer.
- Do not physically touch an outraged person or try to force
them to leave.
- Never challenge, try to bargain, or make promises that
you cannot keep.
- Calmly ask the person to place any weapons in a neutral
location while calmly talking to them.
- Describe the consequences of any violent behavior.
- Never attempt to disarm or accept a weapon from the person
in question. Weapon retrieval is only done by a police officer.
Revised: 7/22/2008 SB