What to do when an aggressive person appears in the workplace

Aggressive behavior in the workplace is one of the most common and most underestimated safety threats. It is not just about physical violence. Aggression is often expressed verbally, through threats, cor unpredictable behavior that can escalate very quickly. This article summarizes basic procedures for how to behave in such a situation and how to minimize the risk to employees and the environment.

Aggressive person as a real risk

In the Czech environment, we most often encounter an aggressive person in the form of a dissatisfied client, a former employee, someone under the influence of alcohol, or someone in a strong emotional state. These situations usually do not appear suddenly - they are usually preceded by warning signs.

Typical signs include raised voice, restlessness, gesticulation, violation of personal space, or ignoring staff instructions.

Remain calm and do not escalate the situation

The first and most important step is to remain calm. An aggressive person often reacts to the emotions of those around them. A raised voice, a confrontational attitude, or sarcasm can quickly escalate a situation.

It is recommended:

• speak calmly and matter-of-factly,

• do not use threats or ultimatums,

• avoid physical contact,

• maintain a safe distance.

  
  

The goal is not to "win the argument," but to calm the situation.

Ensure the safety of other employees

Once it is apparent that a person’s behavior is dangerous, the first priority is to protect others. This may include moving employees to safer areas, closing off access to certain areas of the facility, or calling in the appropriate personnel.

It is important that employees know where to go and who to contact .

Calling for help in a timely manner

One common mistake is trying to resolve the situation "internally" for too long. If aggression escalates or threats appear, it is appropriate to call the security service or the Czech Police.

Calling for help early is not a failure, but a responsible step.

Reception and security roles

Reception or security are often on the front line. Their task is not to resolve the conflict by force, but to monitor the situation, communicate and coordinate further action.

Knowledge is key:

• internal procedures,

• crisis communications,

• signals for calling for help.

  
  

Without clear rules, even experienced personnel are unnecessarily exposed to risk.

What to do after the incident has passed

Once the situation is under control, it is important not to ignore it. Every incident should be recorded, evaluated and lead to adjustments to procedures if a weak point is revealed.

It also involves working with the psyche of employees who were exposed to the incident. Even a short but intense situation can leave long-term stress.

Prevention as the most effective tool

The best protection is prevention. Regular employee training, clear procedures, and effective communication significantly reduce the likelihood of a situation getting out of control.

An aggressive person cannot always be predicted, but you can prepare for them.

Conclusion

The presence of an aggressive person in the workplace is not a safety failure, but a test of its functionality. What matters is the speed of response, calm, clear procedures and the ability to protect people from escalation.

Companies that have crisis scenarios in place and trained employees handle these situations with minimal impact - and above all, without unnecessary risks to their people.