Keeping your staff safe is one of the most important parts of running a business. Whether it’s an upset customer, a threatening intruder, or even a conflict between co-workers, knowing how to stay calm and handle aggression can prevent things from getting worse. Here are some of the biggest mistakes people make when dealing with an aggressive person — and why they can be dangerous.
If someone is acting aggressively, it might feel natural to shout back or show anger. But doing this usually makes things worse. It’s much safer to stay calm and avoid a fight.
Saying things like “I’ll call the police” or “You’d better leave or else” can make the person even more angry. A calm, steady voice is much more effective. Avoid anything that sounds like a threat.
Telling the person what you think they’re feeling or why they’re upset can make them feel misunderstood or judged. Stick to what you see and hear. Don’t guess their intentions.
Turning your back or walking away suddenly can feel disrespectful to someone who is already upset. If you need to leave the situation, do it slowly and carefully. Try to stay polite and calm.
Trying to grab, push, or hold someone who’s aggressive is dangerous and can lead to injury. Unless your staff are trained to handle this safely, the best option is to keep space between them and the aggressor.
Even if it feels like the person “deserves it,” insults or sarcasm can quickly make a bad situation worse. Respectful communication keeps things calmer.
Telling an aggressive person to "calm down" normally has the opposite effect. Looking distracted or looking at your phone may give the impression that you are not taking the situation seriously. Sighing, rolling eyes, staring the person down etc may send out a message that ou are disrespecting the other person and may aggrave the the already tense situation even further.
Aggressive situations can’t always be avoided—but the way your staff reacts can make a big difference. Staying calm, using the right words, and avoiding physical conflict helps keep everyone safer. But what if talking doesn’t work? That’s where C.O.B.R.A. Self-Defense comes in. We teach practical, real-world skills to handle aggressive behavior—from what to say, to how to protect yourself physically if things get violent. Our training comes from real experience in law enforcement and corrections, and we use realistic scenarios so your team knows what it feels like in real life.
Give your employees the confidence and tools to stay safe. It’s not just training—it’s peace of mind.
Interested in bringing this training to your workplace?
Call 082 299 9117 or send us an email: info@cobradefense.co.za