T E N A N T S - E M E R G E N C Y  M A N U A L

In The Event of Violence

When dealing with a violent occupant, notify the police immediately by dialing 911.

• If the intruder has a firearm or weapon; clear everyone from the immediate area.
• If the intruder does not have a weapon but is displaying violent behavior, building management is in charge of directing personnel until the police arrive.

Guidelines for Dealing with Unarmed Intruders

• Clear the area of non-essential staff and occupants.
• Allow the acutely agitated individual space five times greater than for an individual in control.
• Touch person only if you know him or her and they do not withdraw from your touch.
• Convey empathy by acknowledging the individual’s feelings, e.g. “You look frightened.” Use ‘soft eyes’ to make eye contact. Look friendly, your mood is contagious.
• Do not approach a violent individual alone or unexpectedly from behind.
• The presence of three to four staff members may be enough to reassure the individual that you will not let him/her lose control.
• Give simple, positive directions; e.g., “STOP.” Repeat phrase with a calm, slow voice pattern.
• Give individual control by offering them alternatives such as walking, and talking.
• Set limits.
• If assault is imminent, quick coordinated action is essential. Stay in step-stance so you can move out of the way quickly.
• Approach individual in a calm, self-assured manner so as not to communicate your anxiety or fear. Maintain calm flexible attitude.
• Attempt to calm the person without risking bodily harm to yourself.
• Ensure protection for yourself and your staff; e.g., stay near a door in case you need to withdraw quickly.
• Utilize restraint, if indicated.