De-escalation and dealing with conflict

High-risk individuals may be approached by people experiencing distress, frustration, anger, or exhibiting threatening behaviour. These encounters can take place, face-to-face, online or over the phone

Last Updated 15 April 2024

Dealing with conflict

High-risk individuals may be approached by people experiencing distress, frustration, anger or exhibiting threatening behaviour. These encounters an take place face-to-face, online or over the phone. 

When confronted with an in-person threat, there are steps you can take that may help reduce the chance of a situation deteriorating to the point where violence is used. It is unusual for aggressive or violent behaviour to be spontaneous, and it is helpful to recognise the signals that suggest the mood of an individual has changed. These may include:

  • Sudden variation in tone and pitch of voice coupled with altered body language
  • An increase in movement, including pace, fidgeting and excessive gesturing
  • Deliberately disruptive behaviours, including shouting and interrupting
  • Physical change in posture and facial expression.

If the above signs are present or you sense that a situation is escalating with the potential to become violent, the following guidance applies:

 

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De-escalation involves employing both verbal and non-verbal strategies to reduce tension in these situations. Remaining calm may go against your natural flight-or-fight reflexes, but it is a very effective de-escalation strategy.  Use deliberate actions, verbal communication and positive body language to calm potentially dangerous situations.

 

ShieldYour safety and the safety of others is the highest priority. Maintain a safe distance and avoid being alone with an individual who is combative or potentially violent. In some circumstances, de-escalation techniques are not effective.  If there is a risk of imminent violence, remove yourself from the situation and seek safety.

 

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Know your limits. Keep in mind that some people are more comfortable using these de-escalation techniques. Giving the appearance of being calm and in control under intense pressure is not something everyone can achieve, although this can be improved through preparation and practice. Know your own limitations and recognise that sometimes the best intervention is knowing when to seek help.

 

telephoneObtain help. If you feel the individual or situation is escalating and you feel unsafe, call 999 immediately and move yourself to a safe location. Avoid being isolated or trapped in a location and try to identify safe routes and exits as part of your routine movements.

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