Ontario Municipal Human Resources Association

An individual walks into a municipal office after taking time off work, waiting in line, and still not getting the answers they need. Their voice sharpens, their arms cross, and they repeat the same concern. Eventually, they raise their voice and accuse staff of not caring.

Many people would say the escalation began when the individual started yelling. In reality, it started much earlier.

Escalated behaviours rarely happen without warning. Long before someone raises their voice, there are often signs that stress is building. Unmet needs, confusing processes, environmental factors, or feeling unheard, powerless, or overwhelmed can all influence a person’s response. Escalation occurs when emotions intensify and communication, problem-solving, and self-regulation become more difficult.

When organizations think about escalated behaviours, the conversation often starts with de-escalation: What do we say when someone is upset? How do we calm a situation down?

These skills matter, but the most effective approach is prevention. By understanding what drives behaviour and recognizing early warning signs, workers can respond before a situation reaches escalation.

Escalation is a process

There is a common misconception that escalation begins when someone becomes angry, argumentative, or aggressive. It is important to understand that escalation is usually gradual.

Before a person reaches visible distress, there are often subtle indicators: changes in body language, tone, pace of speech, eye contact, or participation. They may repeat concerns, withdraw, or become more rigid in their communication.

The earlier these signs are noticed, the more opportunity there is to respond supportively. Once distress is heightened, it becomes harder for the person to listen, problem-solve, or regain control.

Behaviour is Communication

A prevention-focused approach requires a shift in perspective. Instead of asking, “How do I stop this behaviour?” we can ask, “What is this behaviour telling me?”

Behaviour often reflects something happening beneath the surface. A client who appears rude may be anxious. A resident who seems demanding may feel powerless. A family member who sounds angry may be frightened.

When we focus only on behaviour, we may miss what is driving it. Curiosity helps us understand the person behind the reaction and creates opportunities for earlier, safer intervention.

Prevention Starts with Empathy

Empathy is one of the most effective prevention tools available to anyone working with the public. It does not mean accepting unsafe behaviour or removing boundaries. It means trying to understand another person’s experience and acknowledge their emotions.

Consider the difference between these responses:

• “You need to calm down.”
• “I can hear how frustrating this has been for you.”

The first statement can increase defensiveness because it dismisses the person’s experience. The second communicates understanding and opens the door to connection.

People are less likely to escalate when they feel heard, respected, and understood. Listening, validating concerns, and using a calm tone can reduce intensity before it grows.

Prevention is Also About the Environment

Not all escalation is caused by interpersonal conflict. Often, the environment plays a significant role.

Long wait times, unclear information, sensory overload, limited privacy, and poor communication processes can all increase frustration and stress.

Organizations that prioritize prevention look beyond individual interactions and ask:

• Are people receiving clear information?
• Do individuals feel respected throughout the process?
• Are there environmental stressors that could be reduced?
• Are workers equipped to recognize early signs of distress?

Addressing these factors proactively can reduce escalation and support safer interactions for workers and the public.

Are you Self-Aware?

One of the most overlooked aspects of prevention is self-awareness.

People often respond to the emotional state of those around them. If a worker appears rushed, frustrated, or defensive, others may pick up on those cues. Calmness, patience, and respectful communication can help create safety and trust.

It is important to notice the behaviour of others and our own reactions. Before responding, it can be helpful to pause and ask:

• What am I bringing into this interaction?
• How might my tone be impacting the conversation?
• Am I listening to understand or simply preparing my response?

These moments of reflection can prevent us from unintentionally adding to someone else’s distress.

Building a Culture of Prevention

Safer workplace interactions start before a situation escalates. By recognizing distress early, reducing preventable stressors, and responding with empathy and respect, workers and organizations can prevent many situations from escalating. Prevention-focused training helps workers understand behaviour, notice early warning signs, and respond in ways that support safety, dignity, and connection for everyone involved. To learn more, connect with the Public Services Health and Safety Association (PSHSA) at https://www.pshsa.ca

Submitted by: Kim Fossum, Workplace Wellbeing Consultant, PSHSA