Lesson 7.6: Violence, Aggression and Personal Safety
Dealing with violence and aggression
As an SIA Door Supervisor, you may encounter challenging behaviour, including aggression or potential violence. Violence and aggression must never be accepted as part of the job.
Your priority is always the safety of yourself, your colleagues, clients, and members of the public.
Preventing and managing conflict
You are expected to:
• Remain calm and professional
• Use communication and observation to prevent escalation
• Identify early warning signs of aggression
• Maintain situational awareness at all times
• Follow site procedures and risk assessments
Effective communication and early intervention can often prevent incidents from escalating.
Personal safety
You must not place yourself in unnecessary danger.
You must:
• Avoid confrontation where possible
• Use support from colleagues or management when needed
• Follow lone working and staffing arrangements
• Withdraw from situations where risk becomes unacceptable
Your personal safety is a priority.
Use of force
Any use of force must be:
• Lawful
• Necessary
• Proportionate
• Reasonable in the circumstances
Force must only be used as a last resort and in line with your training and legal obligations.
Reporting incidents
All incidents involving violence, aggression, or threats must be reported.
You must:
• Report incidents to management immediately
• Complete an incident report using C247
• Cooperate with any investigation
Reporting helps identify patterns, update risk assessments, and improve safety controls.
Support following incidents
DIMA Group recognises that incidents involving violence or aggression can be distressing.
Support may be provided where required, and staff are encouraged to report concerns or request assistance following incidents.
Policy reference
Health and Safety Policy (P05)
• Page 26: Violence and Aggression in the Workplace
Employee Handbook (P04)
• Page 14 to 16: Behaviour at Work
Lesson confirmation
By completing this lesson, you confirm that you understand how to manage violence and aggression safely and professionally and agree to follow company policies and procedures at all times.