De-escalating conflict with angry people on drugs

You’ve seen him, especially if you live near Commercial Drive and other parts of Vancouver’s east side. But you usually hear him first. His yelling breaks through the air and everyone he passes is silent. He might choose a target for his anger, and no one wants to be noticed.

Hopefully he keeps going and people share a gasp of relief and maybe a laugh. But what if he singles you out? What should you do?

Verbal de-escalation tactics?

In 2007, I spoke to a security officer with lots of experience dealing with angry people. Rob Hamilton had worked as a counsellor in group homes, jails, and at parole and probation meetings.

“You try to turn the conversation and de-escalate quickly — lower your voice
and don’t try to speak over them,” says Hamilton. “Try not to push any buttons.
You just continually talk them down. They’re red in the face and throwing
things. They’ve got their fists clenched and they say they’re going to kill you or
punch you in the face. That may go on for 10 or 15 minutes. It’s a very high stress level.”

I talked with Rob when I was writing a story about staff at the Gathering Place Community Centre for the July, 2007 issue of WorkSafe Magazine. This unique community centre offers low-cost meals; a health centre with shower and laundry programs; education centre; and reading room. Many of its 4,000 members live in shelters or single rooms in hotels. Some are coping with mental illness and addictions. Staff told me that most are polite and grateful, but occasionally people do lose their temper, so staff are prepared with the right reactions.

Store owner threatened on Commercial Drive

I’m thinking about this story because one of my Facebook friends, who owns a shop on Commercial Drive, reported a very rude and hostile comment from someone in his store.

Working in a shop is one of the situations that can make you vulnerable, according to ARETE Safety and Protection Inc, where the folks at Gathering Place took courses in 2007 (and maybe later, though I haven’t checked).

This is from the ARETE website:

“The following is a list of things that can increase potential for conflict and violence: customer delays, negative decisions, payments, fines, enforcement of rules, regulations and laws, returned goods, line ups, service issues, discontinued service, handling cash, approaching shoplifters, stalking, mental health issues, and home visits.”

“Arete’s curriculum is designed to create a shift in how participants view and respond to conflict and violence.”

Keeping safe when you’re around angry people

So, obviously some responses are better than others when it comes to dealing with threats from an angry person coping with mental illness and / or addictions. And it’s great there are courses that can help workers be more prepared for threats in their workplaces.

But what about the rest of us people walking down the street when someone angry comes our way? Is it time for a course on this for the general public: “How to deal with angry people on the street”?

Any suggestions? Share your experiences?