In this chapter you will find information on:

• ∎ steps to improve your personal safety

• ∎ actually dealing with all forms of aggression

• ∎ what could be included in staff guidelines for dealing with an incident

• ∎ training

• ∎ networking

• ∎ counselling arrangements.

Steps to improve your personal safety

There are various ways in which you can train yourself to deal with difficult situations and develop communication skills and assertiveness. Remember to look confident (even if you do not feel it) because a confident-looking person is less likely to be attacked. You should also keep fit; exercise can help you develop posture, stamina and strength.

Try at all times to avoid confrontation and learn how to do all you can to defuse a potentially violent situation. Should you feel scared or uneasy, act on it straight away and if at all possible move away as confidently and quickly as possible. Should you find yourself in danger, your primary aim is to get away fast, avoiding violence.

Also, be prepared to help if you see someone else in danger. If at all possible carry a personal telephone with you and make sure that it is charged up!

If necessary telephone for assistance using your organization's emergency number or 999.

Safety when on the move

Sometimes your work can take you to new or unfamiliar locations: going on training courses, working at another branch of the information service, or attending a conference or a meeting. Make sure someone knows where you are. Leave your schedule behind – train/bus times, hotel name, address, telephone number, etc. Know exactly where you are going and how to get there. If your travel plans change, tell your supervisor/colleagues. Make sure you can be contacted. Do you or your organization check out beforehand the people you meet alone?

If travelling home after dark, consider all possible risks (e.g. where you parked the car, the availability of public transport, whether anyone is meeting you, etc.). Avoid carrying cash or valuable items. Make sure that valuable items are not too visible or accessible (e.g. laptop computer, mobile phone, briefcase or handbag). Think about carrying a personal alarm or mobile telephone.