IF UNABLE TO LEAVE THE AREA:

• Try to stay at a safe distance.
• Try to calm the threatening individual.
• Try to get the attention of a co-worker so they can call Security.
• Listen to the individual and let them do most of the talking.
• Use delaying techniques to give the individual the opportunity to calm down.
• Acknowledge the person’s feelings.
• Be respectful and empowering.
• Be reassuring and point out choices.

DON’T:

• Upset the individual with communication that generates hostility.
• Reject all the person’s demands from the start.
• Use body language or speech that challenges the individual.
• Make sudden movements.
• Belittle, criticize or agitate the person.
• Make false statements or promises.