Avoid Violent Encounters At Work: 4 Expert Tips to Safely Handle A Person In Distress

If someone who was in crisis—agitated, aggressive, confused—walked into your store or restaurant, would you know what to do? “We’re getting more calls from businesses whose staff are encountering individuals who may be unhoused, impaired, or experiencing a mental health crisis and staff members aren’t sure how to handle it,” says Kristy Cork, Specialized Consultant with Workplace Safety & Prevention Services (WSPS). “It could even be a library. We’re not talking about angry customers. We’re talking about people in distress.”

These types of situations are becoming more common in cities across Ontario, particularly in downtown areas and places with a lot of foot traffic. As an employer, you need to prepare your staff to deal with these types of situations safely.  

“For example, if an employee arrives in the morning to open the store and finds someone sleeping in front of the main doors, what are they supposed to do?” asks Kristy. “Or what if someone in crisis walks into the store and begins yelling at customers? Workers will usually try to get the individual to leave,” says Kristy. “But how do they do that safely?”

Teach staff to start with kindness

When you are dealing with someone who is impaired or who may be experiencing a mental health crisis, you must understand that they may not process what you are saying rationally. Kristy explains that when faced with a situation like the ones described above, it’s best to focus on regulating the individual’s behaviour. “Honestly, sometimes it’s best to start by offering the person a bottle of water. Show them a little kindness rather than immediately telling them that what they are doing is wrong,” says Kristy. When you express human understanding, it often defuses aggression and encourages co-operation.

Kristy also suggests getting to know the shop’s neighbours so that employees can support each other. “If you’re a small business owner who may have only two or three employees, it’s a good idea to build relationships with the other small businesses in the area,” says Kristy. Having a support network that you can call upon is very helpful when these circumstances arise.

4 tips for dealing with a person in crisis at work

Because these potentially violent situations are happening more often, it’s important to train your employees on how to handle a person in crisis. Share these four tips so your employees know how to respond safely.

Never initiate physical contact. When you put your hands on someone, they may feel threatened, which could lead to a violent reaction.  

Ensure you have a means to summon help. Before you approach a person who is impaired or in distress, tell someone. Make sure you can reach them if the situation escalates, either by having them within your sight or via a phone call if they are in another room or next door.

Give the individual options. Avoid telling an individual in crisis what they must do. Instead, give them choices. “For example, ask them if they would prefer to come and sit down away from the door and have some water or ask them if they would like you to call someone for them,” says Kristy. Providing choice helps a person feel more in control, which can help regulate their behaviour. 

If you see a weapon, call 911 and get to a safe place. If someone enters your workplace with a weapon, do not attempt to approach them. Call 911. Have a procedure in place and train your staff so that they know exactly what to do if this happens. Designate a safe space (e.g., interior storage room, out a back door to a neighbouring shop) and make sure all staff knows where it is.

Support & Resources

Consulting

Connect with WSPS experts to develop your violence and harassment program.

Training

• Violence and Harassment Prevention: Situational Awareness and De-escalation (Online, Instructor-Led Training, 4 hours)
• Workplace Violence & Harassment Training (eCourse)
• Harassment and Violence Prevention for Employees (eCourse, 1 hour)

Articles and videos

• 5 de-escalation tips when responding to agitated customers
• Small Biz Bytes: Workplace Violence and Harassment (video)

Guides, sample policies and other resources

• WSPS Workplace Violence and Harassment Toolbox
• Workplace Harassment Policy
• Reporting Workplace Violence and Harassment Procedures

WSPS Small Business Centre

Check out the Small Business Centre for free tools, resources, and information.