• Aggressive behaviour increases during the Christmas period

• Drinking too much alcohol reduces tolerance and even the most mild mannered people can lose their cool

• Problems occur when there are delays and Christmas shopping crowds build up on platforms and station concourses

• If not managed carefully stress levels rise on both sides and this leads to conflict and abuse

• Listen carefully, empathise and apologise

• Be consistent and fair, deal with people politely and professionally

• De-personalise the situation and be seen to help – this shows you’re on the same side

• When challenging anyone a simple ‘Can I help? Is all you need

• Respect people, their property and cultural differences

• Report all violent incidents and harassment from passengers or colleagues to your manager

• Planning ahead and anticipating key problems

• Managing queues effectively, having extra staff to guide and help passengers

• Always keeping passengers updated about what’s going on – explain what you’re doing and why

• Engaging with people, be human and not just an authority figure

• A workplace violence strategy will be put in place to reduce frustration

• Providing staff training in conflict management and personal safety awareness

• Making sure procedures for staff in high risk and enforcement are clear and easy to follow

• Ensuring all incidents are recorded, staff supported and lessons learned

• Partnering with other agencies to increase effectiveness

ACTION REASON

Observe the situation before entering

To assess the potential risks

If the person is beingaggressive - back off

It’s a good indicationthey may attack.

Approach potentiallyvolatile situations in pairs

To deter an attack- safety in numbers.

ACTION REASONEvaluate if the person is under the influence ofalcohol or drugs

They may be more likely to attack

Staff should walk in well lit,populated areas, and avoidshort cuts through subways,parks or waste grounds

To minimise risk of street violence

Ensure when enteringinto a situation you have a means of escape

To enable rapidentry and exit

ACTION REASONEngage in conversationwhilst moving towardsthe passenger

To assess the mentalstate of passenger

Keep your distance andavoid invading theperson’s space

This can aggravate a situation

Avoid standing at the topof the stairs, against awindow, edge of platform,door or glass

To prevent youbeing pushed

ACTION REASONDo not wear unnecessaryjewellery and be carefulwhen using a mobile phone

You may be risk of assault for theft ofvaluables

At all times carry the mobilephone, pager or personal alarm provided and maintainit in working order

To raise thealarm if necessary

To appear non-threateningAdopt a non aggressive and relaxed stance with hands on view, not in pockets and not on hips

ACTION REASONAdopt an attentivefacial expression

Smiling can be interpretedas mockery. Frowning canbe interpreted as anger

Be observant for signsof anger, raised voice,clenched fists, flushedcomplexion etc

To enable de-escalationtechniques to beimplemented

Be aware of any objectswhich may be used asweapons

Allows you to move awayfrom the situation andre-evaluate the risk

• Threat Assessment

• Safer

• Signalling Non Aggression

• Diffusing Emotion

• Resolving

• Person

• Object

• Place

• Step back

• Assess threat

• Find help

• Evaluate options

• Respond

• Eye contact reduced to normal

• Shoulders relaxed and turned to side

• Space maintained

• Open palms shown

• Signal non aggression ESSO

• Catch attention

• Empathise

• Win trust

• Look for a win-win situation

• Break down the issues

• Seek agreement on points raised

• Thank them for their cop-operation