What to do if someone is being violent or aggressive
For the purpose of this guide violent and inappropriately aggressive behaviour is defined as any behaviour that is experienced as abusive or threatening or that involves an actual physical assault to the person or to property.
Verbal abuse and threats are the most common types of incident, with physical attacks being comparatively rare.
There are occasions when we may find ourselves confronted by someone who is behaving in a way that appears threatening or abusive that puts you or others at risk of harm. The purpose of this guide is to provide some basic advice on how to deal with violence and aggression in a safe way.
There could a number of reasons why someone becomes violent or aggressive; they could be a victim of violence themselves, they could be angry, distressed or upset and not feel in control, they could be unwell. The situation could be further complicated if they are under the influence of alcohol or another substance.
Violence and aggression
Anger is a normal emotion, it is neither good nor bad and no judgement needs to be attached to it. It is simply a part of our nature; like feeling happy or sad for instance. However, abusive and threatening behaviour and violence are not acceptable. These should not be confused with anger. The warning signs for violent behaviour may include:
- Talking in a threatening way
- Shouting.
- Using sarcasm.
- Replying aggressively to questions.
- Excessive and abusive swearing.
- Agitation
- Poking fingers or pushing.
- Pacing about.
- Drumming feet/fingers.
- Red or flushed face, neck, shoulders or hands.
- Tense body language
- Clenched fists.
- Towering posture.
- Tight jaw.
- Angry facial expressions.
Dealing with violence
It is difficult and risky trying to reason with someone who is behaving in a violent manner; in fact this may worsen the situation. If someone is behaving in a violent manner do not try to reason with them before they have calmed down.
If at all possible make sure you are near a door or a safe way out, make sure that your exit cannot be blocked and you can reach others or get to a phone to call for help.
Wherever possible you should respond to violence or threats of violence by Retreating, Raising the alarm and then Re-assessing the situation.
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Retreat. You should never put yourself at risk. If you find yourself confronted by a violent or potentially violent situation the first consideration should always be to protect yourself by getting out, staying out, and obtaining support.
If others are also at risk encourage them to get out of the way too.
- Raise the alarm. Once you have retreated call for help:
- You can call the police through the emergency services; dial 999.
- You can call for help or assistance through the ASC, 79 North Street; dial 2020 from a University phone or dial 01334 462020.
- If the incident occurs out of usual office hours you can call the University Out of Hours security service for help and assistance; dial 6161 from a University phone or call 01334 476161.
- Re-assess. Once you have retreated to a safe place and called for help re-assess the situation. Only re-engage if you are sure the situation has calmed down and that you are no longer at risk.
The important things to remember are never put yourself at risk of harm, wherever possible get help and only re-engage with the aggressor once you are sure they have calmed down and that you are safe.
Dealing with aggression
If you are confronted by someone who is acting in an aggressive and threatening manner but there is not an immediate risk of violence here are some responses that may help:
- Stay calm
- Breathe slowly to control your own tension.
- Speak slowly and clearly.
- Do not be drawn into an argument, be firm and end the discussion.
- Make sure your tone of voice is not threatening.
- Be aware of your body language
- Remove your hands from your hips and unfold your arms; hands placed on hips and folded arms can be seen as confrontational or dismissive.
- Keep your hands unclenched; fists can be viewed as aggressive and threatening.
- Be careful with touch.
- Make eye contact, but try to avoid staring.
- Be prepared
- Stand side-on; this offers you more protection if the person hits out.
- Give plenty of personal body space; do not crowd the person or stand too close.
- While talking look for possible ways you can escape if the situation worsens.
- Try to prevent the aggressor blocking any possible escape route.
- Try not to turn your back on your aggressor.
- Try to manoeuvre yourself into a position where you can be near others or have someone else present.
- If you are trying to get away, move gradually backwards.
Talking it through
If the person calms down enough to allow some verbal interaction ask questions and listen:
- Ask for facts about the problem.
- Give the person involved your full attention by listening carefully, and let them know you are listening to them.
- Offer them an alternative solution if possible. Do not try to trick them or be dishonest; any alternative solution offered must be genuine.
What to do afterwards
Once the situation has calmed down please make a note of all the facts and the circumstances, as these details may be required at a later date. You should report all violent incidents to someone in authority. Students should report incidents to Student Services or the Warden or to school staff. Staff should report all violent or abusive incidents to their line manager or a senior member of staff, as well as Human Resources.
Within the University students can seek help through Student Services. Contact the ASC, 79 North Street, email theasc@st-andrews.ac.uk or phone 01334 462020 (dial 2020 from a University phone). Staff can seek help through Occupational Health (email ehss@st-andrews.ac.uk or phone 01334 462752) or Human Resources (email humres@st-andrews.ac.uk or phone 01334 463096).