Threatening situations:

If you find yourself in a threatening situation, consider if you should leave the situation. Your own safety is the most important. If you can't or shouldn't leave, remain calm and use conflict-reducing communication. Contact security or the police if you feel unsafe.

Threats:

If you receive a threat, digitally or over the phone, note what the threat contains and any identifying information about the person making the threat. Report it! Checklist for what to do when receiving threats.

Planning difficult conversations

Here are some tips on how to plan, conduct, and follow up on a difficult conversation:

Before the conversation:

• Timing: Choose a time when others are present nearby (avoid the day before holidays).
• Location: Check if your workplace has rooms specifically suited for such conversations, like a room with two exits where everyone can leave the situation. Avoid using your own office.
• Inform Others: Let your colleagues know that you'll be having a difficult conversation. Should you have a colleague present at the meeting? Inform the other party that they can also bring someone. If you're concerned that the conversation might escalate, ask a security guard/colleague to be nearby.
• Visualize the Conversation: Think about how you'll convey the message. What scenarios could arise? What might be challenging in this conversation? Discuss/practice with a colleague.
• Arrive Early: You should have time to evaluate the meeting room. How will you sit in relation to the door? Reserve the seat closest to the door for yourself.
• It can be smart to meet the person outside the meeting room. This allows you to assess their state of mind before entering.

During the conversation:

• Maintain an open and friendly attitude. Explain the purpose of the conversation, why you're there, and any desires you have for the conversation. Allow the person to share their perception of the situation.
• Ask open-ended questions: How do you think...? What do you wish...?
• Be clear about your expectations and any requirements of the person. Say, "People in this position/studying this must..." rather than "You must..."
• Check in along the way to ensure you both agree on what you're discussing.
• Summarize: What have we agreed upon, and who will follow up on what?

After the conversation: 

• Write a summary of the meeting. Follow procedural rules and documentation standards.
• If the conversation has been difficult, it may be wise to talk to your manager or a colleague. Maintain confidentiality.
• Follow up on any agreements made. Report incidents and near-incidents in the institution's deviation system.

Read more about how to plan, conduct, and follow up on a difficult conversation in this support document.

Handling threatening situations

If you experience a threatening situation, your own safety is paramount.

In stressful situations, it can be helpful to take deep breaths to calm down. Don't take it personally – this may not necessarily be about you.
 

Suggestions for what you can do when faced with a threatening individual:

If you can't or shouldn't leave the situation, or if you have to wait for help, here is some advice:

• Be mindful of your body language. Calmness is contagious.
• Speak calmly and clearly. Use conflict-resolving communication.
• Remove potential "weapons" from the person's reach, such as hot coffee and glassware.
• Maintain distance and position yourself behind a barrier, such as a desk.
• Avoid physical contact.
• Don't force the person to leave the room, but leave exit routes open.
• If the situation escalates to violence: Learn more about violent situations (PLIVO) on sikresiden.no.

If the person doesn't calm down or leave:

• Seek assistance from a colleague or, if available, a security guard.
• Consider contacting the police (112). You must assess what is best to do in a threatening situation.

Learn more about what you can do in a threatening situation in this support document.

Assessing risk of violence

Anger doesn't always lead to violence, but it can happen. Here are some warning signs:

• Verbal or physical threats.
• Restlessness or fidgeting.
• Strong irritability or a "black look" in the eyes.
• Tension, changes in facial color or voice.
• Appears confused, talks loudly to themselves, disturbs or bothers others.
• Avoidant behavior, lack of response to questions. 

In case of risk of violence:

• Your own safety is paramount.
• Have a low threshold for leaving situations you perceive as threatening. 
• Don't wait until something happens before seeking help.
• Seek assistance from colleagues or security.
• Contact the police (112).

If you need an excuse to leave, you can say you need to check something online or go to the bathroom. 

Tips for ending the conversation: "I don't think we're getting any further today" or "I think we should end the conversation now. We can meet again in a few days."

If suspected substance use or psychosis

When a person is in active psychosis or intoxicated, they may have an altered perception of reality. This can lead to unpredictable behavior and reactions. It may be necessary to approach the person in a different way.

Support sheet on what to do if you suspect a person is intoxicated.

Support sheet on what to do if you suspect a person is in active psychosis.

When receiving threats digitally

If you receive a threat, it's important to note down the content of the threat and any identifying information about the person making it. The checklist for receiving threats provides tips on what information you should note down.

If you work in frontline services, it's particularly important to be familiar with how to handle threats over the phone. Print out the checklist and keep it easily accessible.

Threatening situations and threats should be:

• Reported as unwanted incidents in the deviation reporting system or notification system at your study or workplace. Near incidents should also be reported.
• Reported to the nearest manager/department.