Dealing with confrontation: dos and don’ts list

Confrontation and violent incidents are less likely to develop in an environment that fosters trust and mutual respect.

DO

• avoid risk to yourself and others
• look confident, not arrogant – a confident person is less likely to be attacked
• avoid confrontation
• try to deflect or defuse the situation
• be prepared to escape from a situation when in real danger.

DON’T

• meet aggression with aggression; ‘strong language’ and tone that is interpreted as condescension is often seen as aggressive behaviour
• get physically involved
• patronise or otherwise demean the complainant with sarcasm
• look uninterested or bored or impatient – watch your mannerisms, such as tapping pencil on desk or reading a file while the other person is talking.
  

From NHS Wales guide to complaints (external link)

Dealing with confrontation: assessing the risks

Staff working in the ICAS service should be clear that their safety comes first. They should not be in situations that make them feel unsafe. However, if they are, they need to know how to deal with them.

You need to be able to spot the early signs of aggression and either avoid it or cope with it. Make sure you have any information you might need to identify complainants with a history of violence or to anticipate factors which might make violence more likely.

The first step in risk assessment is to identify the problem. You will need to understand

• why it occurs
• how any individual could be a potential aggressor given a certain set of circumstances
• how your actions may contribute to or exacerbate a violent situation.

Make sure you have had the necessary training and skills that you need in order to deal with these situations.

There is detailed guidance in the NHS Zero tolerance zone (external link) on risk assessment, harassment or bullying. They advise that

• you should follow your employer’s policy and procedures for dealing with harassment and bullying
• where there is no protocol, report the incident to your line manager.
• you have the right to expect your line manager to take action on your behalf.
• because harassment and bullying are forms of violence you should complete an incident reporting form. This will help your line manager make risk assessments and safeguard your interests if there is further action. You should keep a copy of the incident form.

Supported closure resources

Next: Abuse or racially motivated complaints