Purpose
Use this tool to prepare a public-facing interaction, brief staff authority, record changing risk and review the organisation's response after conflict or aggression.
Prepare
Record the task, people, location, known warning information, expected triggers, staffing, communication, exit, alarm, manager support and conditions for changing or stopping the work.
Recognise
Prompt staff to notice behaviour, environment, audience, distance, access to exits, targeting, visible objects, intoxication and their own ability to think and act clearly.
Respond
Use short language, one question at a time, acknowledgement without surrendering boundaries, realistic choices and a clear consequence where behaviour continues.
Withdraw and escalate
Record the agreed thresholds for pausing, leaving, ending a call, requesting support, activating an alarm and seeking emergency assistance.
Review
Record facts, exact significant words, worker support, related incidents, control failures, changes required, owners, dates and completion evidence.
Limitations
This tool does not decide liability, criminal offences, emergency-service action, safeguarding thresholds or whether a particular incident is reportable. Use competent advice for the circumstances involved.
Vince Donovan, Director, Safety Solutions Training Ltd
Put the tool into practice
Need support applying this checklist?
SST provides practical lone-worker, conflict-management and personal-safety training for UK organisations. We can help your managers adapt the resource, test local arrangements and prepare staff to use them under pressure.