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Scenario: You encounter Cecil, who is about 40 years old. Cecil tests everyone's patience by intractable drinking, his inability to stay put for any length of time, and his tendency to unexplained outbursts. He likes his drink too much to stop, and is rarely sober. Lately, Cecil's personality has taken on a 'Jekyll and Hyde' character. At times he is very aggressive and threatening. You draw the short straw when someone is asked to question him about the knife he now seems to be carrying.
The underlying problem may be:
In this situation you should remain calm. Take time to think about how best to approach the situation. Ask a few caring and meaningful open-ended questions such as: 'You don't look well, mate...can I help you?' or: 'Where've you been? Haven't seen you for a couple of days. I was getting worried...'bout to send out a search party.' Open-ended questions are questions that do not force the respondent into a 'yes' or 'no' type answer. In this type of situation they allow a person to talk at some length. The listener may thus obtain a significant insight into the speaker's mind, thoughts and emotional state.
Listen respectfully and with attention to the replies to your questions, as your responses are crucial in defusing aggression. If there is no change in attitude, try setting some simple limits, such as: 'I can only help you if you...', or: 'I can do that, but only if you...'. Repetition of requests is usually needed to 'get through' in this situation. Any unreasonable requests from an intoxicated person may be managed by deferral. Agree to discuss the matter at a later time (when the person is sober).
Persistent aggression where behaviour has breached previously agreed limits or is just plainly unacceptable requires careful precautions. These include the need to remain relaxed, alert, and professional in manner and attitude. Ensure your own safety, for example by remaining close to an exit and by alerting others. Control the situation by maintaining reasonable assertiveness. Avoid glaring or direct eye contact and provide options rather than ultimatums. Help the person make a decision regarding their choices. Keep the conversation as simple and as brief as possible. Show that you are concerned. Certain 'personality disordered' persons may display traits of attention seeking by exhibiting aggressive behaviour, and in this situation counselling may be useless.
Don't hesitate to seek help if confronted by aggression and call the doctor, local psychiatric team or police.