Calming down an agitated person
An angry person usually does not listen to reasons until their feelings have been acknowledged. This guide explains how to speak and act so that the situation calms down, and when you must leave and get help.
You will need
- Knowledge of your workplace’s procedures for threatening situations
- A phone for an emergency call
- Knowledge of the nearest exit
Steps
Assess safety
Keep a distance of at least two arm’s lengths and position yourself so that you can leave. If the person threatens violence or is waving an object around, leave and call 112.
Calm yourself
Let them talk
Name the feeling
Do not argue
Find a shared goal
Set a boundary if needed
Debrief afterwards
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