The Person – the behaviour of the client or clients that pose a risk.
Here are some of the factors we would consider as part of the assessment in the video we have just seen.
Person’s behaviour: Instantly aggressive, stepping forward, aggressively demanding his car clamp is removed, provocative words and phrases, generally aiming to intimidate from early on. Moves closer to the staff member to further increase the feeling of intimidation.
Possible action – As the man has become aggressive quickly his aim is probably to intimidate. Any attempt at a positive interaction with him is probably going to be met with hostility. She needs to get assistance, move closer to an exit and create as much safe space between him and her as possible.
Environment – aspects of the immediate environment that pose a risk.
Environment: An open bright environment with lots of witnesses should assist in inhibiting the aggressive man from getting into a physical confrontation but there seems to be no one else around. The staff member has some room to move back but hasn’t taken that option, leaving her vulnerable to attack.
Possible Action – The staff member needs to get to a place of safety. First moving back from the desk out of reach. Then possibly standing up slowly and going to get help which also prevents her from being trapped in the room.
Task – is the task the staff member is trying to achieve putting her at risk?
Task: She is trying to convince a very angry man that his major problem is not her problem.
That task is carrying a lot of risk in this circumstance. She is so focused on her task of telling him what he needs to do that she is not focusing on how vulnerable she is. In other words, her first task should be her safety but it is not, in this case.
Possible action: As the man was being aggressive very quickly her task should have switched immediately to staying safe. If her main task was to protect her safety she would have taken very different actions, rather than to continue to insist she could not help him.
In summary, we suggest the staff member should take action to ensure she stays safe rather than try a prolonged discussion with a visitor when he seems intent on intimidation from the start.
Admittedly, if she does decide to engage with him, she could show more willingness to engage and address his concerns, rather than keep repeating the same sentence and being quite dismissive.