Be aware of circumstances that may lead to violence. These include:

• dissatisfaction with a service, for example having to wait too long for service or being given the wrong information
• people who are disturbed because of their social or personal circumstances
• drunk and disorderly people suffering from substance or alcohol
• abuse being refused credit.

Make sure all employees know what to do if violence does occur

• Be near an exit whenever possible
• Try to have a colleague nearby
• Know and understand the agreed policies for dealing with aggressive clients and difficult colleagues
• Know how to raise the alarm and when to involve a supervisor and/or the police

A crime does not have to occur for police to attend. If a person is put in fear and believes a threat of violence is imminent, the police can be called to prevent a breach of the peace.

Tips for defusing a violent situation

• Keep a reasonable distance from the person - entering someone's personal space can be threatening and escalate the situation.
• Use physical barriers such as counter areas or display stands to create space and distance. This also offers you protection.
• Stay calm - move your hands in a slow and controlled way, speak calmly and in a non-threatening manner.
• Encourage the angry person to be seated, but try to avoid making the person feel inferior.
• Avoid walking backwards as this may indicate you are fearful and not in control - but try not to turn your back on the person.

Good communication skills will also help

• Let the person know you are actively listening and paying attention by using non-verbal supports (e.g. nodding or gestures).
• Silence can be useful to allow the person to 'let off steam '.
• Explore what the real issues are.
• Take an active role and let them know that you will make further enquiries. (If you need to make notes of the conversation, tell the person what you are doing and why.)
• Try to restore a sense of justice for the person. Use your customer service skills, positive language and listen. Follow up and accept responsibility for any mistakes.