HomeMy WebLinkAboutPersonal Conduct to Minimize Violencesuggestions in your daily interactions with people to de-escalate potentially violent situations. If at any
time a person's behavior starts to escalate beyond your comfort zone. disengage.
Project calmness, move and speak slowly,
quietly and confidently.
Be an empathetic listener: Encourage the
person to talk and listen patiently.
Focus your attention on the other person to
let them know you are interested in what
they have to say.
Maintain a relaxed yet attentive posture
and position yourself at a right angle rather
than directly in front of the other person.
Acknowledge the person's feelings.
Indicate that you can see he/she is upset.
Ask for small, specific favors such as
asking the person to move to a quieter
area.
Establish ground rules if unreasonable
behavior persists. Calmly describe the
consequences of any violent behavior.
Use delaying tactics which will give the
person time to calm down. For example,
offer a drink of water (in a disposable cup).
Be reassuring and point out choices. Break
big problems into smaller, more
manageable problems.
· Accept criticism in a positive way. When a
complaint might be true, use statements
like "You are probably right" or "It was my
fault." If the criticism seems unwarranted,
ask clarifying questions.
· Ask for his/her recommendations. Repeat
back to him/her what you feel he/she is
requesting of you.
· Arrange yourself so that a visitor cannot
block your access to an exit.
Use styles of communication which
generate hostility such as apathy, brush
off, coldness, condescension, robotism,
going strictly by the rules or giving the run-
around.
Reject all of a client's demands from the
start.
Pose in challenging stances such as
standing directly opposite someone, hands
on hips or crossing your arms. Avoid any
physical contact, finger pointing or long
pedods of fixed eye contact.
Make sudden movements which can be
seen as threatening. Notice the tone,
volume and rate of your speech.
Challenge, threaten, or dare the individual.
Never belittle the person or make him/her
feel foolish.
Criticize or act impatiently toward the
agitated individual.
Attempt to bargain with a threatening
individual.
Try to make the situation seem less
serious than it is.
Make false statements or promises you
cannot keep.
Try to impart a lot of technical or
complicated information when emotions
are'high.
Take sides or agree with distortions.
Invade the individual's personal space.
Make sure there is a space of three feet to
six feet between you and the person.
*From Combating Workplace Violence: Guidetlbes for Employers and Law Enforcement. International
Association of Chiefs of Police. 'I996.
Appendix C-4
Warning Signs
Behavior characterized by bewilderment or
distraction. Unsure or uncertain of the next
course of action.
Behavior characterized by reaction or
resistance to information, impatience. Feeling
a sense of defeat in the attempt of
accomplishment. May try to bait you.
Placing responsibility for problems on
everyone else. Accusing or holding you
responsible. Finding fault or error with the
action of others. They may place blame
directly on you. Crossing over to potentially
hazardous behavior.
Characterized by a visible change in body
posture and disposition. Actions include
pounding fists, pointing fingers, shouting or
screaming. This signals very risky behavior.
Physical actions or threats which appear
imminent. Acts of physical harm or property
damage. Out-of-control behavior signals they
have crossed over the line.
Possible Responses
Listen to their concerns.
Ask clarifying questions.
Give them factual information.
See steps above.
Relocate to quiet location or setting.
Reassure them.
Make a sincere attempt to clarify concerns.
See steps above.
Disengage and bring second party into the
discussion.
Use teamwork approach.
Draw client back to facts.
Use probing questions.
Create "Yes" momentum.
Utilize venting techniques·
Don't offer solutions.
Don't argue with comments made.
Prepare to evacuate or isolate.
Contact supervisor and/or secudty office.
Disengage and evacuate.
Attempt to isolate person if it can be done
safely.
Alert supervisor and contact security office
immediately.
Appendix C-3