Managing a client who is angry or aggressive

DOS

• Stay calm and keep your emotions in check.
• Adopt a passive and non-threatening body posture (e.g., hands by your side with empty palms facing forward, body at a 45-degree angle to the aggressor).
• Let the client air their feelings and acknowledge them.
• Ask open-ended questions to keep a dialogue going.
• Be flexible, within reason.
• Use the space for self protection (position yourself close to the exit, don’t crowd the client).
• Structure the work environment to ensure safety (e.g., have safety mechanisms in place such as alarms and remove items that can be used as potential weapons).
• Make sure other clients are our of harm’s way.

DON’T

• Challenge or threaten the client by the tone of voice, eyes or body language.
• Say things that will escalate the aggression.
• Yell, even if the client is yelling at you.
• Turn your back on the client.
• Rush the client.
• Argue with the client.
• Stay around if the client doesn’t calm down.
• Ignore verbal threats or warning of violence.
• Tolerate violence or aggression.
• Try to disarm a person with a weapon or battle it alone.

(Cracks In The Ice, 2016)

KNOW your Population

• Find out about the population your practicum placement works with.
• Discuss the personal history of clients to understand the risks, such as the history of violence and alcohol or substance abuse.
• Should you always have another staff member around when interacting with them?
• If there is immediate danger or the availability of a weapon, remove yourself from the situation and alert the appropriate authorities.

(Rinks, 2021)