This Aggression & Conflict De-escalation SOP (Safe Operating Procedure) gives workers a clear method for recognising, responding to and safely walking away from aggressive or agitated customers, clients or members of the public. It covers early warning signs, calm body language and speech, keeping a clear exit, calling for help, disengaging, and reporting and support after an incident. It's written by WHS specialists, aligned to Australian WHS legislation, and fully editable in Microsoft Word.
Who it's for
Retail shops and service counters
Hospitality venues, cafes and bars
Commercial cleaning contractors
Property maintenance and real estate businesses
Reception and customer service teams
Use it to
Train and induct workers in exactly how you expect the task to be done
Keep a clear reference at the machine, in the vehicle or on site
Record competency with the built-in sign-off
Show clients, insurers and auditors your safe work methods are written down
What this SOP covers
Verbal abuse, threats or intimidation from customers or the public
Physical assault, including pushing, grabbing or hitting
Being struck by objects thrown by an aggressive person
Robbery, attempted robbery or threats involving a weapon
Psychological injury from threatening or abusive behaviour
Higher risk when working alone, at night or in isolated areas
What's included
5 pre-operational checks, from current de-escalation training to duress alarms, exits and known incidents
A 7-step operating procedure covering warning signs, body language, tone, active listening and disengaging
Safety margin controls in place of isolation: keeping a clear exit, personal space and putting safety before property
4 shutdown, housekeeping and post-operation steps, including reporting, evidence and support
Emergency actions for physical violence, weapons and calling Police
PPE checklist and a list of related documents
Competency acknowledgement and worker sign-off
Space for your logo, SOP number, version and review dates
Why use this template
Saves hours compared with writing an SOP from a blank page
Written as clear, numbered steps that workers can follow on the job
Fully editable, so you can match it to your equipment, site and how your team works
The competency sign-off gives you a training record from day one
How it works
Buy online and download straight away. You'll also get an email with your link.
Add your logo, company name, SOP number and dates.
Check it suits your equipment and site, and edit anything you need to.
Train your workers and have them sign the competency acknowledgement.
Need more than one SOP?
This SOP is also included in the Ultimate Cleaning SOP Bundle, Ultimate Hospitality & Events SOP Bundle, Ultimate Professional & Business Services SOP Bundle, Ultimate Property Maintenance SOP Bundle and Ultimate Retail & Wholesale SOP Bundle. Each bundle is $197, which works out much cheaper than buying SOPs one at a time.
Common questions
Does it cover security or crowd control work?
No. It is for workers who deal with the public in their normal duties. Security and crowd control, use of force, and conduct between employees are covered separately.
Should workers try to restrain an aggressive person?
No. The SOP tells workers not to approach, corner, restrain, chase or disarm the person, and to put their own safety ahead of cash, stock or property.
Does it cover support after an incident?
Yes. It includes reporting, preserving CCTV and witness details, resetting duress alarms, and accessing an Employee Assistance Program or a supervisor debrief.
Can I change it?
Yes. It's a Microsoft Word file, so you can add, remove or change any step, check or hazard, and add your own logo and details.
Does it suit my state?
Yes. It's written to the model WHS laws and suits all states and territories, including Victoria under the OHS Act and Regulations.
What if it doesn't suit my work?
You're covered by our 30-day money-back guarantee if it isn't fit for purpose.
