#21 | Managing Aggression at Work: Practical De-escalation Strategies

In this episode of The Health and Safety Hub, the EMA's Kevin Chambers talks with health and safety professional Keith Robinson about how organisations can better protect workers from aggression, abuse and other psychosocial risks. Keith explains why effective de-escalation starts long before a conflict occurs, with situational awareness, preparation and risk assessment. He shares practical advice for managing difficult situations, helping people regain a sense of control, and building resilience when dealing with challenging customer interactions. Keith is a consultant and a facilitator of the EMA’s health and safety training courses; more information on these courses can be found here. This podcast series is proudly produced in partnership with nib. 00:00 – Introduction: Why aggression at work is a growing risk 01:15 – Hidden risks of working in other people’s environments 02:15 – Preventing problems before they start 04:15 – Safety checks before entering a client’s property 07:00 – Why people become aggressive 08:05 – The first rule of de-escalation: let people vent 09:15 – Regaining control through choice and empathy 10:50 – Support systems: code words, panic alarms and risk ratings 12:00 – Building resilience after difficult interactions 17:15 – Designing safer workplaces and handling aggressive customers 20:00 – The 3 part framework: awareness, de-escalation and resilience