Threatening behaviour

MANAGEMENT

Difficult or Disruptive Persons

If someone comes into your office and is:

Unwilling to leave
Threatening you or others
Angry, yelling or verbally abusive
Appears to be under the influence of drugs or alcohol

Try to respond this way:

Stay as calm as you can; it can keep tensions from escalating and may help defuse the situation.
Try to gain the cooperation of the individual causing the disturbance. Show empathy and concern. For example; Try saying "I can see your frustration, and I'm frustrated too. Unfortunately, the rules are..........".
Place yourself behind a desk or chair near an exit to reduce your risk of physical assault.
Take all threats of violence seriously - even casual remarks. Many violent acts have prior warning signs.
If a person's behaviour is violent, try to exit and retreat to a safe area. Call Campus Security or the Police direct on 131444 as soon as possible.

Some tips on a safe way to deal with difficult situations:

Attitude is important. Always treat people with respect, regardless of their behaviour.
Don't insist that you are right or contradict someone's statement. Instead, let the person know you see the situation differently. Tell them, "I can see we don't see this the same way", then try to bring in another person who can help.
If someone is verbally abusive, tell them you will be able to help them better if they calm down, lower their voice, and stop attacking you. Set limits: you do not have to tolerate abuse.
Don't lie or make up stories to back up of a difficult situation. However, be respectful, not sarcastic.
Trust your intuition. If you think someone may be potentially violent, try to exit and get help. For example, you can say, "let me see if I can find someone who can help". Call Campus Security on 35444 or the Police direct on 131444.

Non Emergency Situations

Students and members of faculty and staff who come into contact with individuals on campus who are obviously in distress or exhibit aggressive behaviour that does not in itself constitute an emergency situation, may also consult Campus Security. This includes verbal or written threats, stalking and other forms of threatening or harassing behaviour. Experience has shown that individuals in such a state often interact with more than one person or department; It is therefore important that the Manager, Security Services be informed so that the information can be collated and acted upon in a timely manner. This may assist in the prevention of future more serious emergency situations occurring.
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