Emergency: Threatening and Violent Behaviour


Threat definition and clarification

Threats may be statements of intention or expressions of strong emotion.  They can be indirect or direct, verbal or nonverbal.  Shaking a fist or pounding the desk, throwing things, and showing a weapon are all examples of nonverbal threats.  Verbal threats may be indirect expressions of frustration or anger directed toward a person or office or they may be direct statements of the intention to harm.  These situations are complex, and it is not expected that individuals will be able to assess whether the threat is serious and might actually lead to harm.  However, it is expected that one should consider any threat or display of hate as potentially serious.

Most people who commit violent acts, exhibit warning signs.  It is important to take a serious view of  any behaviours or words that imply threat and consult appropriate people to assess the risk and plan interventions.

Immediate Danger- Steps to Follow

If the threat is immediate, leave the situation if possible and call the Emergency Hotline on 777 (internal IP phone) or (04) 3601 777 (from mobile phone).  If threats or bizarre behaviour indicate possible danger, personal safety should be the top priority

  • For an angry or hostile customer or coworker
    • Stay calm.
    • Listen attentively.
    • Maintain eye contact.
    • Be courteous. Be patient. Be respectful.
    • Keep the situation in your control.
  • If shouting, swearing, and threatening, continue
    • Signal a coworker or supervisor, that you need help (have a prearranged code or alarm system).
    • Do not make any calls yourself.
    • Have someone call the Emergency Hotline.
  • If someone is threatening you with a gun, knife, or other weapon
    • Stay calm. Quietly signal for help using an alarm or code system.
    • Maintain eye contact.
    • Stall for time.
    • Keep talking, but follow instructions from the person who has the weapon.
    • Don’t risk harm to yourself or others.
    • Never try to grab the weapon
    • Watch for a possible chance to escape to a safe area.

Not Immediate Danger, Steps to Follow

If the threat isn’t immediate, consult Security (04-360 2262) for help in assessing the level of danger, determining an appropriate intervention, and choosing appropriate safety measures.

If, after the consultation, it is determined that the threat is serious and may result in danger to a member the community, follow the above procedures.
If, after consultation, it is determined that the threat is not serious and is unlikely to result in danger to any member of the community, take the following steps:

  • Inform your administrator of the incident, the results of the consultation, and action plan
  • In consultation with your administrator, determine who will convey to the individual that it is not acceptable to make such threats
  • Document the incident. Describe the sequence of statements and their context. Give details. Have threats been made in the past? Is the person known to have a weapon? Is there a history of animosity? This information will be important in evaluating the level of risk in case of another threat. Cite consultations, plan for action, and action taken. Forward a copy to the director of Security