As large crowds and high-pressure situations increase, the risk of people becoming agitated or aggressive also rises. A quick, calm, and practiced response from your staff can prevent situations from escalating into violence. Preparing your workers ahead of time is essential to keeping everyone safe during the busy season.

Aggressive behaviour is often triggered by stress, frustration, fear, anger, or feeling overwhelmed. Frontline workers are most likely to face it. Staying calm, avoiding confrontation, and focusing on understanding the person can reduce tension and help prevent escalation.

Prepare your staff 

A strong prevention plan is both essential and required under Ontario’s health and safety law, the Occupational Health and Safety Act. Your preparation should include:

• Management commitment - Make it clear that abuse is not acceptable and that employees are supported when dealing with aggressive behaviour.
• A risk assessment - Identify high-risk roles, situations, tasks, and work areas, especially those affected by crowds, heat, long wait times, or alcohol.
• De-escalation training - Give frontline workers, supervisors, and managers practical skills and opportunities to practice. Training builds confidence so staff are ready during real-life incidents.
• How to get immediate assistance – Have a code word or process in place to assist workers when the threat of violence is imminent and help is required. Provide more than one contact person so staff always have help available. This could include managers, security, or designated response team members.
• Where employees can access a safe area - Ensure there is a secure room or space with a lock and a phone, that staff can move to if a situation becomes dangerous. Consider whether sheltering in place is safer than exiting the workplace, depending on the circumstances. For example, if there are threats outside your business, sheltering in place may be the safest option. If there is a fire, flood, or another internal threat to well-being, staff should exit the building. When exiting, establish two designated rendezvous points to ensure all staff can be accounted for.
• Reporting and debriefing procedures - Make it easy for staff to report incidents and participate in follow-up discussions to improve future responses.

Use a solutions-focused approach

A calm, respectful, and problem-solving mindset helps keep the situation under control. Train your staff to:

• Be proactive. If someone appears agitated, approach them early and ask how you can help.
• Be respectful. Reacting with sarcasm or anger increases risk.
• Be empathetic. Acknowledge the person’s feelings and show willingness to resolve the issue.
• Listen more than you speak. Let the person explain what’s wrong.
• Acknowledge the problem. Show that their concern is being heard.
• Ask for solutions. Shifting their focus to problem-solving helps the individual move from emotion to logic.

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. Contact us today.

Safety Resources

• Quick Safety Tips: Violence and harassment – Get quick tips in 60 seconds or less on preventing workplace violence and harassment.
• Developing Workplace Violence and Harassment Policies and Programs – This toolbox helps you in developing workplace violence and harassment policies and programs.