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COPING WITH THREATS AND VIOLENCE

For an angry or hostile encounter

• Stay calm by taking deep, slow breaths
• Listen attentively
• Maintain eye contact
• Be courteous and patient
• Keep the situation in your control
• Maintain a calm, quiet tone of voice
• Attempt to avoid arguing or making statements that might intensify the individual's angry/hostile demeanor

For a person shouting, swearing, and threatening

• Signal a coworker or supervisor that you need help
• Have someone call security personnel
• Do not make any calls yourself
• Avoid statements and/or behaviors that could escalate the individual's threatening statements/behavior

For someone with a weapon

• Stay calm - Maintain eye contact
• Stall for time
• Keep talking...but follow instructions of the person with the weapon
• Don't risk harm to yourself and others
• Don't ever try to be a hero - Never try to grab a weapon
• Watch for a safe chance to escape, then contact security personnel or local police if they have not already been contacted

TELEPHONED SUICIDE OR BOMB THREATS

• Stay calm. Keep talking
• Do not hang up
• Signal a coworker or supervisor to contact security personnel
• Ask the caller to repeat the message; write it down
• For a bomb threat, ask where it is and when it will go off; repeat these questions if necessary
• Listen for background noises; write down what you hear
• Write down whether it is a man or a woman; pitch or tone of voice or accent; anything you notice
• Try to get the caller's name, location, and phone number

EMERGENCY PHONE NUMBERS

Security Office: ____________________________

Health Unit: ________________________________

Police: ____________________________________

Ambulance: ________________________________

Personnel: _________________________________

EAP: ______________________________________

Federal Protective Service: ____________________