Crisis and problem situations

4. The situation is about to turn aggressive

1. Try to calmly intervene in the situation without endangering your own safety.

2. Do not explain or call anything into question. Listen and show sympathy. ‘I understand that you are angry. What is causing it?’ If the person talks, it is likely that they will not be causing trouble at the same time.

3. If the situation seems serious, follow these instructions:


Someone’s behaviour is particularly aggressive:

1. Call in the guard and, if needed, call the emergency response centre. You can always call 112 if you believe it is needed.

2. Do not endanger the safety of yourself or anyone else.

3. Try to get the person away from others either by leaving them alone in a certain space or outside it.

4. Do not follow them outside or into the space. Wait for the guard or police to arrive instead.