Disruptive Behaviours (SAFE Campus)
You can learn the skills to deal with disruptive behaviours:
- Take a deep breath, stay calm and focused, and listen through the anger.
- Acknowledge the feelings of the individual.
- Rephrase what is being said in an attempt to identify the issues.
- Allow the person to vent and to tell you what is upsetting him or her. Use silence to allow the individual to talk it out.
- Maintain eye contact.
- Set limits: explain clearly and directly what behaviours are acceptable. Be firm, steady, consistent and honest.
- Empower the individual by helping him or her to problem-solve. Separate the person from the problem before attempting to reach a resolution.
- Recognize when it is time to disengage or to ask for assistance.
- Document and report the incident:
- employees report to their supervisors or managers
- students report through the Student Success Centre; students in Residence report through the Residence Manager for incidents occuring at Residence
- Employees: sign up for a Prepare course through Human Resources Services
Use caution if you notice these signs of a potentially violent individual:
- red-faced or white-faced; sweating;
- pacing; restless or repetitive movements;
- trembling or shaking;
- clenched jaws or fists; facial grimacing;
- exaggerated or violent gestures;
- change in voice; loud talking or chanting;
- shallow, rapid breathing;
- scowling or sneering;
- use of abusive language;
- glaring or avoiding eye contact; or
- getting too close to you (i.e. in your personal space).