A fast, calm, and practiced response to someone who is becoming agitated in the workplace will help prevent potentially violent situations from escalating. 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 your team. 

Abusive behaviour is often triggered by stressors and intense emotions such as frustration, helplessness, fear, anger, or feeling overwhelmed. Front-line workers are most frequently affected. The most effective response is to remain calm, avoid confrontation, and focus on what the person truly needs—to feel heard, seen, recognized, and acknowledged.

There are four escalating stages of aggression your workers should know: early warning signs, hostile, threatening, and assaultive. Recognizing the signs of aggression allows your team to act immediately to de-escalate. 

Responding to the four stages of aggression

Stage 1: Early warning signs. Watch for fidgeting, pacing, tapping, crossed arms, and rude language. Coach your staff to:

• Listen
• Stay calm and maintain distance
• Try to understand the issue
• Ask for possible solutions
• Avoid being dismissive

Stage 2: Hostility. The agitated person may have a raised voice, rapid breathing, a red face, and begin arguing with others. Coach your staff to:

• Maintain a safe distance
• Alert another staff member or manager
• Stay calm
• Ensure you have an exit route
• Be patient and allow silence
• Move the person to a quieter area if safe

Stage 3: Threatening. Signs include clenched fists, yelling, and/or waving objects. Coach your staff to:

• Call for assistance
• Increase distance (2 metres or more)
• Stay calm and keep communicating
• Don't physically engage

Stage 4: Assaultive behaviours. This stage includes physical attacks like pushing or hitting. Coach your staff to:

• Defend themselves if physical aggression is imminent
• Know that only workers with proper training should engage in physical intervention

Need help getting started?

WSPS consultants can guide you through violence and harassment risk assessments, program development, and training. With expert support, you can meet their legal responsibilities and ensure every worker is protected from violence and harassment.

Safety Resources

• De-escalating high-stress situations at work: 4 stages to aggression, 4 responses – Learn more about de-escalation and protecting workers from aggressive people.
• 5 de-escalation tips when responding to agitated customers - Having the skills to de-escalate a potentially violent situation has never been more important. These tips can help your team achieve the best possible outcome.
• Reporting workplace violence and harassment procedures – Use this form to report an incident and follow-up steps. 

The information in this article is accurate as of its publication date.