Last updated: May 2026
Dealing with aggressive people in the workplace means recognising the signs of escalating behaviour, taking steps to de-escalate the situation, and knowing when to step away and call for support.
How Do You Deal With Aggressive People at Work?
- Prioritise safety first — yours, your team’s, and any bystanders’ before anything else.
- Conduct a dynamic risk assessment — scan for exit routes, potential weapons, and vulnerable people nearby.
- Use de-escalation techniques — calm body language, controlled breathing, active listening, and clear boundaries.
- Know when to step away — withdrawal is a professional risk-management decision, not a failure.
- Debrief after every incident — review what happened, what worked, and what needs to change.
It is difficult to deal with aggressive behaviour from people at any time. But when there is a crisis or when the person is in crisis it is even more difficult. That is why it is vital to get training so you can de-escalate people at any time.
In a crisis, people are faced with a situation that they do not have experience with, and this might cause them to react differently. When there is an unexpected demand for certain products, like during COVID or wars, which leads to a global shortage of supply people can become heightened. Media coverage has shown a lot of panic amongst people in these times. This panic has resorted in inappropriate and aggressive activities in public.
Our world has changed due to COVID-19. The pandemic created some ongoing fear and anxiety amongst people, which has several negative consequences including workplace aggression and violence. There has been an increase in the number of violent outbursts and incidents of aggressive behaviour.
Moreover, the restrictions imposed by governments in countrywide lockdowns created an unforeseen disturbance in people’s lives. Social distancing and self-isolation practices did not allow them to deal with their stress and anxiety in an appropriate way. For some people, this has not stopped. Couple that with workplace psychosocial hazards, and you have a powder keg that still continues.
Why Is Business Responsibility So Important During a Crisis?
Businesses have a legal duty of care under the Work Health and Safety Act to provide a safe environment for both workers and customers — and a crisis makes this obligation more urgent, not less.
It is crucial for businesses to be responsible in a time of crisis. They must respond accordingly to provide a safe environment for their workers and customers. Businesses need to adopt some practical steps to avoid any workplace aggression and help staff deal with aggressive behaviour.
Businesses must identify the potential risks where people can resort to aggressive behaviour. You can consult with your employees and try to find which products are in short supply and where customers are more likely to react negatively if their demands aren’t met. They should also find out what is triggering the violence from customers. It could be longer waiting times or empty shelves in the store. They should assess how likely it is that their customers will show aggressive or abusive behaviour in those situations.
After the problem is recognised, it is time to implement practical solutions. Businesses should update their policies and standard operating procedures to comprehensively include how their business is going to manage aggressive behaviours. They should seek to promote a zero-tolerance policy for such acts. Using signs, audio recordings, and video messages can help create awareness amongst customers.
What Are the Warning Signs That Someone Is About to Become Aggressive?
Recognising the early warning signs of escalating behaviour gives you more time to respond before a situation becomes dangerous.
Common signs include:- Raised voice or sudden change in tone
- Clenched fists or increased physical agitation such as pacing
- Invasion of personal space
- Repetitive or irrational demands
- Rapid breathing or flushed face
- Loss of eye contact or prolonged intense staring
Environmental factors can also contribute — long wait times, perceived disrespect, confusion, and the influence of drugs or alcohol are all common triggers in workplace settings. Recognising these signs early gives staff the opportunity to intervene using de-escalation techniques before a situation becomes threatening. This is a core part of the Awareness module in Resolution Education’s A.D.P. Framework.
What Training Do Staff Need to Deal With Aggressive People?
Training equips staff with the practical skills, confidence, and frameworks they need to respond appropriately — not just react — when faced with aggression.
Safe work says that businesses should also provide exclusive training and instruction to their employees who are directly in contact with their clients. They should promote the use of de-escalation strategies like non-threatening body language and negotiation techniques to help resolve conflicts.
Workers need to learn to be more empathetic and acknowledge the complaints of customers in a time of crisis. People should be enlightened regarding self-defence techniques and how to remain calm in threatening situations.
Placing physical barriers at entry and exit points can be an excellent way to ensure the safety of all people if someone resorts to the use of violence. Moreover, there should be additional security protocols like video surveillance, distress alarms or assistance from local law enforcement agencies for high-risk work environments.
How Does Resolution Education’s A.D.P. Framework Help Staff Handle Aggression?
The A.D.P. Framework gives staff a structured, three-step approach to any aggressive situation — Awareness, De-escalation, and Protection — so they always know what to do next.
- Awareness — Recognise the tell-tale signs of when somebody is triggered and identify what is causing the situation to escalate. This includes environmental and situational awareness, understanding body language and verbal cues, and identifying personal triggers.
- De-escalation — Use proven strategies to de-escalate a heightened person and to stay calm yourself. This includes techniques for using voice and body language, disengagement strategies, and setting clear boundaries.
- Protection — If the situation turns physical, prioritise your own safety by removing yourself as quickly as possible using grab and release techniques and non-punitive responses as a last resort.
The A.D.P. Framework is customisable to all industries, learning outcomes, and workplace specifications. Resolution Education continually refines and adapts the framework based on real incident data and frontline feedback. You can learn more on the A.D.P. Framework page.
At Resolution Education, we are leaders in training workplaces in dealing with aggressive people. We work with all industries, all ages, and levels of employment, to give all participants the necessary tools and confidence to handle aggressive or conflict situations in the workplace.
If you are looking for powerful, fun and informative occupational violence and aggression training, conflict resolution training, Code Black & Grey Training and restrictive practices training for your staff, customised to your industry and workplace, please contact the team at Resolution Education today. We are workplace violence specialists.
What Do Participants Say About Resolution Education’s Training?
“The trainer was engaging and got everyone involved. Kept it up-beat and positive.” — Jo-abbe Walker, Charlestown “Gives me confidence and clarification on when to act and respond to an incident or circumstance.” — Aileen Forde “Great and knowledgeable trainer who made serious training fun and meaningful through great humour.” — Denise Parvakis
Book De-escalation Training for Your Team in Brisbane, Sydney, Melbourne and Across Australia
Resolution Education delivers on-site de-escalation and aggression management training at your workplace, wherever you are in Australia — including Brisbane, Sydney, Melbourne, Perth, Adelaide, and regional and remote locations. All training is customised to your industry, your staff, and your specific situations.
Contact Resolution Education today to discuss training for your team, or visit our De-escalation & OVA Training page to learn more about what’s included.