Lesson 4.2: Conflict Resolution
Stay Calm. Stay Professional. Stay in Control.
No matter your role, you’ll eventually deal with someone who’s angry, rude, or out of line. Your job isn’t to win the argument — it’s to stay professional, defuse the situation, and protect yourself and others.
At DIMA, we expect staff to remain calm, never escalate, and report issues through the proper channels.
Golden Rule: De-escalate, Don’t Dominate
Your job isn’t to “put them in their place” — it’s to lower the heat and prevent things from getting worse.
Signs Conflict Might Be Brewing
- Raised voices
- Pushing, swearing, or aggressive body language
- Someone pacing, staring, or refusing to comply
- Alcohol-fuelled behaviour or refusal to follow instructions
What You Should Do
✔ Stay Calm and Neutral
Keep your voice low and even. Don’t shout or try to “match” their energy.
✔ Give Clear, Simple Instructions
“Sir, I need you to take one step back.”
“We’ll get this sorted, but I need you to calm down first.”
✔ Keep Your Distance
Don’t invade personal space. Keep hands visible and don’t block exits.
✔ Know When to Step Away
If you’re feeling unsafe, don’t try to handle it alone — call your supervisor or control room immediately.
✔ Record and Report
Make a note of what happened: the time, what was said, and who witnessed it. This could be crucial later.
What You Should NEVER Do
- Swear back, argue, or insult the person
- Make threats or physical contact unless you’re defending yourself
- Post about the incident on social media
- Handle serious incidents without informing a manager
When to Call for Backup
- If someone becomes aggressive or physical
- If you feel personally threatened
- If you suspect someone has a weapon
- If you’ve already tried to calm things down with no success
If it’s serious — escalate it. You’re not expected to deal with dangerous people alone.