(TLP:CLEAR) UK NPSA – De-escalation and Dealing with Conflict

Summary: The UK’s National Protective Security Authority (NPSA) published a guidance report, “De-escalation and dealing with conflict,” which outlines how individuals can de-escalate potentially hostile situations, both in the workplace and in their personal lives.

Analyst Note: In today’s heightened threat environment, socio-political grievances, financial troubles, or other factors can trigger individuals and disgruntled customers to violence and prompt them to target utility workers. Water and wastewater utilities frequently experience threats of harm directed against their staff and assets, which WaterISAC tracks in its Quarterly Water Sector Incident Summary reports. Importantly, past security incidents at utilities, which could have led to significant operational impacts, have been successfully de-escalated by staff, highlighting the importance of training employees in de-escalation and conflict prevention.

According to NPSA’s guidance, high-risk individuals, such as infrastructure workers, may be approached by people experiencing distress, frustration, anger or exhibiting threatening behavior. These encounters can take place face-to-face, online, or over the phone. When confronted with an in-person threat, there are steps workers can take that may help reduce the chance of a situation escalating to violence. “It is unusual for aggressive or violent behavior to be spontaneous, and it is helpful to recognize the signals that suggest the mood of an individual has changed,” according to NPSA. These may include:

• Sudden variation in tone and pitch of voice coupled with altered body language.
• An increase in movement, including pace, fidgeting and excessive gesturing.
• Deliberately disruptive behaviors, including shouting and interrupting.
• Physical change in posture and facial expression.

Utility owners and operators are also encouraged to review CISA’s De-Escalation Series for Critical Infrastructure Owners and Operators.

Original Source: https://www.npsa.gov.uk/specialised-guidance/personal-safety-security-high-risk-individuals/de-escalation-and-dealing-conflict

Additional Reading:

• UK NPSA – Guidance for Organizations
• Workplace Violence Bulletin Offers Guidance for Recognizing Threatening Behaviors and Strengthening an Organization’s Security Preparedness
• Understanding Behavioral Red Flags to Prevent Workplace Violence and Insider Threats

Mitigation Recommendations:

• CISA – Conflict Prevention
• FEMA’s Workplace Violence Awareness and Prevention Course

Related WaterISAC PIRs: 1, 2, 3, & 4