De-escalating high-stress situations at work: 4 stages to aggression, 4 responses

Working alone in stores open at all hours, can lead to higher incidence of theft, violence, and crime.

It is important all staff are knowledgeable of your business’ procedures on theft, and trained on how to interact with individuals who may be abusive or aggressive.  A speedy, calm, and practiced response to someone who is becoming agitated can help de-escalate potentially violence situations.

No matter who is displaying the abusive or aggressive behaviour – a customer, client, contractor, co-worker, or supervisor – knowing when and how to respond can protect workers from harm.

Abusive behaviour can be triggered by stressors, and cumulative feelings such as frustration, helplessness, fear, anger or being overwhelmed. Front-line workers are often the target. The best response is to remain calm, avoid a confrontational approach, and focus on what the person really wants – to be heard, seen, recognized, and acknowledged.

Determine risks and train staff.

Having a safety plan to protect employees from violence and harassment at work is not only critical but required under the Ontario Occupational Health and Safety Act. Here are essential elements to include:

• Management commitment. Accepting abuse is not part of the job. Employees need to know you, as their employer, have their backs.
• A risk assessment to identify high risk jobs, tasks, situations, and employees.
• De-escalation training for front-line staff, supervisors, and managers. Provide opportunities for people to practice their skills, so when a real-life event occurs, they are ready.
• Identified ways to get assistance (e.g. manager, security). Provide more than one contact in case people can’t be reached.
• A safe room/space where staff can quickly remove themselves from dangerous situations. Make sure it is equipped with a lock and a phone.
• Procedures for reporting incidents, and debriefing.

Take a solutions-oriented approach.

A positive, non-reactive approach to de-escalation will help keep everyone safe. In these situations, remember to listen, see, recognize, and acknowledge your surroundings and people present. Here are some guidelines:

• Be proactive. If a co-worker or customer appears agitated, go up to them immediately and ask how you can help. 
• Be respectful. Responding with ridicule or anger will only escalate a situation.
• Be empathetic. For example, ‘I can see you are upset. How can I help?’
• Let the person speak.  Listen more; talk less.
• Acknowledge the problem. For example, ‘I’m sorry that this has happened. We want to provide you with good service.’

Ask for ideas to solve the problem. For example, ‘How can we resolve this situation for you?’ This helps move the person from thinking/acting on one side of their brain (emotions and feelings) to the other (rational and analytical).