Safe Work Procedure - Responding to Escalated or Aggressive Behavior at Reception

ECU Logo SAFE WORK PROCEDURE

Responding to Escalated or Aggressive Behavior at Reception

Created By: Kimty Chowdhury Approved By: Kimty Chowdhury
Date Created: 6/24/2026 12:00:00 AM Department: Facilities
Purpose / Scope

Purpose: To provide Reception staff with a safe and consistent process for responding to individuals displaying escalated, aggressive, disruptive, or concerning behavior while maintaining personal safety and the safety of the university community.

Scope: This procedure applies to all Reception staff, temporary coverage staff, and other employees who may interact with members of the public at Reception.
Potential Hazards Present
  • Verbal aggression or intimidation
  • Harassment or threatening behaviour
  • Escalated emotional responses
  • Repetitive or fixated interactions
  • Unwanted physical contact
  • Disruptive behaviour affecting operations
  • Potential violence
Hazard Detail

Reception staff may be exposed to individuals who are upset, frustrated, emotionally distressed, experiencing a crisis, or displaying escalating behaviour. These interactions may include raised voices, aggressive language, fixation on a perceived grievance, refusal to accept information provided, repeated contact with staff, or refusal to leave an area when requested.

While most interactions can be resolved through respectful communication and de-escalation techniques, there is a potential for situations to escalate and create concerns for the physical or psychological safety of staff, students, contractors, and visitors.

Staff should remain alert to changes in behaviour, maintain situational awareness, and seek assistance from Security whenever they feel uncomfortable, unsafe, or require support managing an interaction.
Steps to Perform This Task Safely
Reception staff shall:
  • Remain calm, professional, and respectful.
  • Maintain a safe distance from the individual.
  • Avoid arguing, challenging, or debating with the individual.
  • Avoid making promises or commitments on behalf of the university.
  • Focus on facts and available options.
  • Seek assistance whenever concerns arise.
  1. Initial Interaction
When interacting with an upset or agitated individual:
  • Greet the individual respectfully.
  • Listen without interruption.
  • Speak calmly and use a normal tone of voice.
  • Acknowledge concerns without agreeing or disagreeing with the individual's statements.
  • Provide factual information only.
Examples:
  • "I understand you have a concern."
  • "Let me see how I can assist you."
  • "I understand this situation is frustrating."
  1. De-escalation
If the individual's behavior begins to escalate:
  • Remain calm and avoid reacting emotionally.
  • Use simple and clear language.
  • Avoid arguing or attempting to prove the individual wrong.
  • Set respectful boundaries if necessary.
Examples:
  • "I would like to help, but I need us to speak respectfully."
  • "I understand your concern; however, I do not have additional information to provide."
  • "If you continue to have concerns, Security can assist you."
  1. Requesting Security Assistance
Reception staff shall contact Security immediately if:
  • The individual becomes verbally aggressive.
  • The individual's voice becomes increasingly loud or confrontational.
  • The individual refuses to leave Reception when requested.
  • Staff feel uncomfortable or unsafe.
  • The individual makes threats or concerning statements.
  • The individual repeatedly attends campus regarding the same matter after being directed otherwise.
  1. If an Individual Refuses to Leave
Reception staff shall:
  • Avoid physical intervention.
  • Notify Security immediately.
  • Continue to remain calm and professional.
  • Discontinue discussions regarding the issue.
  • Security will assume responsibility for further communication.
  1. Emergency Situations
Call 911 immediately if:
  • Violence occurs
  • A weapon is observed or suspected.
  • An individual attempts to physically harm themselves or others.
  • Staff believe there is an immediate threat to safety.
  • Following the emergency call, notify Campus Security.
  1. Post-Incident Actions
Following an incident:
  • Notify your supervisor.
  • Document the interaction as soon as practicable by reporting to Security.
 
 
REPORT ANY HAZARDOUS SITUATIONS TO YOUR SUPERVISOR
PPE / Devices Required
Required Qualifications / Training
Reviewed By:   |   Reviewed Date:
This Safe Work Procedure will be reviewed when conditions change and at minimum every three years.
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