DEALING WITH A POTENTIALLY ANGRY OR AGGRESSIVE PERSON

De-escalating Techniques

The possibility of a confrontation occurring with a hostile, abusive, and/or physically aggressive person exists. Therefore, it is to your own benefit to study the established staff procedures. Imagine yourself involved in a potentially violent situation, and practice mental preparation techniques. If possible, talk through some possible scenarios with your colleagues. The use of the following techniques will allow you to properly respond in high stress situations.

• In a calm and non-threatening manner, clearly state that aggression or violence is unacceptable and will not be tolerated. Calmly describe the consequences of this behavior.
• Remain calm and try to calm the other person, but do not tell the person to relax or calm down.
• Do not allow the other person’s anger to become your anger.
• Focus your attention on the other person to let them know you are interested in what they have to say. Encourage the person to talk.
• Remain conscious of how you are delivering your words. Speak slowly, quietly, and in a confident tone.
• Speak simply. Do not rely on official language or complex terminology and avoid communicating technical or complicated information when emotions are high.
• Do not interrupt or offer unsolicited advice or criticism.
• Try to understand. Use phrases like, “Help me understand why you are upset.”
• Once you think you understand the other person’s concerns, slowly repeat those concerns back to the person. She/he may come to see that you understand, or that you are attempting to understand.
• Remain open-minded and objective.
• Use silence as a calming tool.
• Acknowledge the person’s feelings. Indicate that you can see he or she is upset.
• Do not confront, antagonize, criticize, challenge, threaten, or belittle an upset person.
• 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.
• Remain professional and take the person seriously. Be respectful.
• Be reassuring and try to point out alternative choices.
• Try to keep the person’s attention on the issue at hand.
• Use calm body language – a relaxed posture, unclenched hands, and an attentive expression.
• Make sure your access to an exit is unblocked.
• Provide the person with ample physical space (this varies by culture but is normally two to four feet).
• Leave the area at any time you feel unsafe. Immediately alert co- workers of any potentially unsafe situation. Send for help if necessary (co-worker, security, police).

Threats Against Employees

Threats against staff members are taken very seriously. If threatened, inform a senior staff member immediately so that the police may be called or the proper actions may be taken. If you are involved in a non-work-related situation that you feel may manifest at work, also inform a senior staff member so that they can be prepared to assist you. Providing this information will help to ensure a safe environment for all employees, patients, and visitors.

Responding to an Abusive Phone Call

• Interrupt the conversation politely, but firmly.
• Advise the caller that you will end the call if the use of abusive or threatening language continues. Ask the caller to call back when he/she is able to discuss the situation without being abusive. Hang up if the caller does not respond appropriately.
• If the caller telephones back and is still abusive, inform him/her that you are transferring the call to a supervisor.
• Note the exact wording of any specific threats. If the caller’s identity is not known, then make note of any distinctive voice characteristics, such as tone, pitch, accent, speech impediment. Also, make note of any background noises that would aid in the identification of the caller.