Introduction

In this part, we will focus on how to act in a challenging situation. By reflecting and increasing your knowledge of possible strategies before something has happened, you increase the chance of being able to cope with a situation as well as possible. The section contains different strategies depending on the situation and course of events.

Course overview

Threats and violence in the workplace
Introduction to threats and violence
Stress in emergency situation
Conflict knowledge
Risks of threats and violence in the work environment
Before (something happens)
During (if a serious incident arises)
After (a serious incident)

Your own treatment and approach

When you are faced with a conflict, it is of great importance how you communicate with your counterpart. Your own approach is important and how the conflict develops can depend on your own actions. Your own state of mind, body language, posture, gestures, tone of voice, how you listen to the person are all important communication aspects. An important part of conflict management is getting to know yourself (how you react under stress) and which strategies you choose to use in different types of conflict situations. The goal is always to dampen a conflict and, in the best case, contribute to its cessation.

Signs of an impending attack

Regardless of how well you communicate and act, you might be exposed to threats or violence anyway. For example, it may be that the attacker is so far down the conflict ladder, for various reasons, that it is not possible to get the person to calm down. How do you know if an attack is in progress? There are some signs that you should take seriously and that could be a sign that the person is preparing to attack:

Forced breathing
Increased muscle tension (for example, clenching fists)
Sudden silence
Flickering gaze
Moving closer to you. Note that when this happens, it can go fast! Therefore, it is an important strategy to always make sure to keep a long distance already from the start.

In the event of a threatening situation

If it is difficult to get out of a challenging situation and the situation requires conscious action that at the same time can act as a conflict reducer, take support in the following recommendations that we will go through in the coming slides.

Location
Treatment
Communication
Safe place
Alarm!

Location

Create and maintain a safety distance. You do that by backing away from the situation. If you can, preferably 5 meters or more so that you have time to react in the event of an attack.
Strive to not encroach on the other party's personal space (about 1.5 meters).
Pay attention to where you have the nearest escape route. Strive not to be surrounded or penetrated.
If possible, look for a location so that you have natural obstacles between you and the other party (trash bin, chair, table, etc.)
Always give the other party the opportunity to leave the situation. Do not block the other party's escape routes, but instead show, for example by showing with an open hand, where the nearest door or exit is. Don't point a finger though. It can be perceived as domineering and even threatening.

Treatment

Treat the other party in your role as a civil servant in a calm and collected manner. Try to give the opposite party the impression that you are confident in your role.
Stretch your back and open up your chest. This will help you breathe easier. Oxygenation is important in a challenging situation in order to hold back any stress reactions.
Slow movements are better than fast ones.
Look at the person (for example, by moving your gaze between the other party's eyes-shoulders-hands-shoulders-eyes, etc.) This can be perceived as less threatening than, for example, a fixed look at the eyes.
Keep your hands open and visible in front of you. This way, you can quickly bring your arms and hands up in front of your face, as protection. At the same time, this is perceived as less threatening by the other party.
Avoid provoking or being provoked.

Communication

Actively listen to the other party's case.
Confirm the other party by repeating the issue, as you have understood it. Omit foul and derogatory words.
Speak clearly, calmly and in a normal tone of voice.
Answer factually only to the factual question. Any verbal attacks can be met in the response first by stating that such attacks are not acceptable. Do not leave room for discussion afterwards (even if the other party starts talking) but continue to answer the factual question.
Avoid technical terms and long sentences. It can be perceived by the other party as diminishing.
Use questions and follow-up questions in the dialogue, if possible. By being active, the body's stress reactions are diverted. This is especially important in situations when the stress increases. For example: "Did I understand you correctly?", "You would like to...", etc.
If the situation gets stuck, try to distract the person for a while by changing the subject. If the situation remains deadlocked, consider to end the conversation/leave and revisit the issue at another time.

Safe place

If you believe that the other party will attack you, it is important that you try to reach a safe place by:

Communicate to the other party if you want/feel comfortable with it. For example: Stop there! / Back away!
Try not to turn your back on the attacker.
If you are under physical attack, use the force necessary to protect yourself (self-defense).
As soon as you have the opportunity, use the nearest escape route. Call for help on the way out.
Get yourself to a safe place where you are preferably not visible to the attacker. If you are out in an open area, head to, for example, the nearest staff area.
Once you are out of direct harm’s way, don't communicate with the attacker unless absolutely necessary.
If possible, keep the attacker under supervision.
If the attack does not cease, stay in your safe place until help arrives.

Alarm!

In the event of an imminent or initiated attack:

Alarm! Use an alarm device if you can. If there is none, call 112.
In less serious situations, you can call the university's emergency number 018-471 2500 to summon campus security.
When you are out of danger, notify your immediate supervisor (and next of kin).
All incidents of illegal threats and violence must be reported to the police. Please note that the victim determines his/her participation in a police report, but the recommendation is to participate. It is also recommended that the victim's manager participates in the reporting process in order to provide support and consideration.

Tip: on the back of the campus cards you will find both emergency numbers. Turn the card over and see!

You have the right to defend yourself

If you are so hard pressed by an attacker that you feel you have no other options, you have the right to use self-defense. This means that you may use the violence that is necessary for you to be able to protect your, or someone else’s, life, health and property. The right to self-defense exists in the event of an ongoing or imminent criminal attack on a person or property. The main rule is that violence can be met with equal violence. As soon as you are free from the attacker (even if only for a short time), you should immediately try to run from the situation.

Right to arrest the perpetrator

If you are subjected to threats and violence, you have the legal right to arrest the perpetrator. If a perpetrator has committed a crime that can result in imprisonment and the person is caught red-handed or on the run, the person may be arrested by anyone. The person must then be handed over to the nearest police as soon as possible. It is of great importance to consider the risks of detaining a person who has committed a crime, because the person may continue to commit crimes if he breaks free, tries to escape or the like. Detaining someone while waiting for the police should only be done if you are sure of how to act and if you have control over the situation. This is something that only you can decide for yourself.

Threats by telephone

Receiving phone calls from people with an aggressive behavior and who for various reasons are not happy or express hateful and threatening views (which may be aimed at influencing you in the performance of your duties), can be very challenging for the individual employee. If the person has adequate criticism, it needs to be received correctly and with respect. Often it is difficult for people to continue their aggressive behavior if they are met with a kind and respectful response. When talking on the phone with very loud people, turn on the phone's speaker function and put the phone down, for example, on the desk in front of you. In this way, you take control of the situation while you consider the continuation of the conversation. If the aggression still continues, it may be more fruitful to end the conversation and return to the issue at another time.

Terminating phone calls

Regarding terminating telephone calls, the Parliamentary Ombudsmen (JO) has stated as follows after reviewing a case: "If an executive ends a conversation with a person who is rude or angry or who is having a discussion that does not lead further, this does not of course mean that he is not behaving correctly." "An assessment must be made in the individual case." Read the entire decision: JO (www.jo.se) dnr 3912-2007 p. 4 (in Swedish).

End phone calls in the event of threats or aggressive behavior

Try to summarize the conversation.
Do not show fear of threats that are legal (for example reporting to the supervisory authority or the like), but inform about consequences in the event of illegal threats (contacting the Security and Safety Division/Police). Be sure to follow through with the consequence you describe, if the conversation develops that way.
Before ending the call, explain your plans to end the call to the other party: "I don't feel like we're getting ahead here, what do you think?"
Also, try to suggest a new date for the next contact in necessary. If this is not possible, explain that you or a colleague/supervisor of yours will contact the person by phone, email or letter.

Threats to the lives and health of many people

Threats of violence against many people at the same time (for example threat of an attack against a campus) are serious and it is important to be able to act on this as soon as possible. Whoever receives the threat should act calmly and (not excessively) friendly. Note down as much as possible of what is said during the conversation. Details can be important. Is it a man or a woman? Is there any accent, dialect or special way of expression? What is the threat? When, where and how? Keep the conversation going with any questions you can think of, and try to take notes at the same time.

Terrorist attack

Although the probability of being affected by a terrorist attack is low for an individual, it is something that would have a large impact on society if it occurs. MCF and the Swedish Police Authority have therefore produced films which in various ways touch on terrorist preparedness. The goal of the films is to increase the level of knowledge so that individuals can make well-balanced decisions during a possible terrorist attack. The main message is:

Run
Hide
Tell

The strategy is national and more information can be found on the MCF and the Swedish Police Authority's websites.