Scope
This procedure applies to any interaction with a client, patient, customer or member of the public that becomes agitated, abusive or threatening, in person or on the phone. It does not replace the emergency response for a physical assault in progress: for that, staff protect themselves first, get to safety and raise the alarm.
Recognise - early warning signs
Aggression rarely arrives without warning. Staff act on this list at the first sign, not the third.
- Raised voice, or a sudden drop to quiet, clipped answers
- Repetitive demands, or returning to the same grievance in a loop
- Pacing, restlessness, inability to stay seated
- Clenched fists or jaw, reddening face, heavy breathing
- Prolonged eye contact, or refusal to make any
- Moving into your personal space, or between you and the door
- Slamming, throwing or striking objects
- Direct or veiled threats ('you'll regret this', 'I know where you work')
- Signs of intoxication or substance-affected behaviour
- An abrupt switch from agitated to calm, which can precede an assault
Staged response
Match your response to the stage you can see. Move down the table as behaviour escalates, never back up it.
| Stage | What you see | What you do | What you say |
|---|---|---|---|
| 1. Agitated | Frustration, raised voice, repeated demands | Stay calm, lower your own voice, use their name, listen without interrupting, offer options | 'I can hear this is frustrating. Let's sort out what I can do right now.' |
| 2. Verbally aggressive | Swearing, insults, shouting, personal abuse | Set one clear boundary, keep your distance, angle your body side-on, signal a colleague | 'I want to help you, and I can't while I'm being spoken to like that.' |
| 3. Threatening | Threats, blocking movement, invading space, property damage | Stop the interaction, move toward an exit, alert others, do not turn your back | 'I'm ending this conversation now.' Then leave. Stop negotiating. |
| 4. Physical | Assault attempted or in progress | Get out, get to a safe place, raise the alarm, call 999 | Nothing. Talking is over. Your only job is to get safe. |
Respond - what works and what escalates
| Do | Don't |
|---|---|
| Keep your voice low and slow | Match their volume or argue back |
| Acknowledge the feeling before the facts | Say 'calm down' or 'it's policy' |
| Give one option at a time | Crowd them with choices or people |
| Keep 1.5 to 2 metres of space | Touch them or block their path |
| Position yourself nearest the exit | Let them get between you and the door |
| Signal for a colleague early | Wait to see if it gets worse first |
Remove - ending the interaction
Any staff member may end an interaction at stage 3 without seeking permission. Withdrawing is compliance with this procedure, not a service failure. Move to [safe location] and alert colleagues on the way.
If the person will not leave or follows you, do not attempt physical removal. Get behind a secured door where one exists, ask other clients to move away, raise help through a monitored duress alarm or safety app, and call 999 if anyone is at immediate risk.
Report and recover
- Report every incident that reached stage 2 or beyond on the same shift, including phone abuse
- Record facts first: what was said and done, in order, while memory is fresh
- Flag the client record with the behaviour and the precaution for next time
- Manager checks on the staff member the same day, and again within the week
- Stage 3 and 4 incidents get a team debrief within 48 hours
- Patterns (same client, same trigger, same time of day) go to the site risk assessment
- Any service conditions are decided and recorded: double-up, controlled site only, phone contact only, ban
- Counselling or employee assistance is offered after stage 3 and 4 incidents without waiting to be asked