Lesson 6 – Difficult Behaviour and De-escalation

Lesson overview

De-escalation techniques may help reduce tension, but employees are not expected to control dangerous individuals or remain in unsafe situations.

Work-related violence includes incidents in which a person is abused, threatened or assaulted in circumstances connected with their work. It can include physical violence, verbal abuse, threats and intimidation.

Lesson content

6.1 Recognising escalating behaviour

Possible indicators include:

• Raised voice or abusive language.
• Repeated interruption.
• Threats or intimidation.
• Aggressive gestures.
• Invading personal space.
• Blocking exits.
• Pacing, clenched fists or sudden movements.
• Fixation on a grievance.
• Refusal to follow reasonable boundaries.
• Threats towards other parties or property.

No single sign proves that violence will occur. Staff should consider the overall situation and changes in behaviour.

6.2 De-escalation techniques

Where it is safe to remain briefly, employees may:

• Speak calmly and clearly.
• Use short, straightforward sentences.
• Listen without agreeing to unreasonable demands.
• Acknowledge the person’s concern.
• Avoid arguing, blaming or responding to insults.
• Offer appropriate choices.
• Set respectful boundaries.
• Suggest continuing the discussion with a manager.
• Move towards a safe exit.
• Use the agreed code word or emergency alert.

6.3 Maintaining professional boundaries

Employees should not:

• Make promises outside their authority.
• Threaten or provoke the person.
• Attempt to physically remove someone.
• Touch an agitated person.
• Challenge suspected criminal activity.
• Attempt to retrieve property at personal risk.
• Continue solely to complete the appointment.
• Follow or pursue an aggressive person.

6.4 Leaving safely

Use a neutral statement where possible, such as:

“I’m unable to continue this appointment at present. I will ask my manager to contact you about the next steps.”

An explanation is unnecessary if giving one would increase the risk. Personal safety takes priority.

HSE recognises leaving the workplace as an appropriate response when a worker feels at risk.