How to respond to aggressive behaviour?

The instinct to match someone's energy is usually the wrong one - staying calm is what actually brings the temperature down, not raising your own voice to be heard over theirs.

Keep your posture open, your voice level, and give the person physical space rather than crowding them, even if closing the gap feels like the natural response.

Use short, clear language rather than long explanations, and acknowledge what they're saying before you try to redirect the conversation - people who feel unheard tend to escalate, not de-escalate. This is the same loop Betari's Box describes - your attitude shapes your behaviour, which shapes theirs right back."

If it isn't settling after a reasonable attempt, don't keep pushing alone; disengage and get a colleague involved rather than letting the situation run on.

These are foundational habits, not advanced techniques, and they're the ones Stand2's Managing Challenging Behaviour Training is built to practise under realistic pressure - through scenario-based sessions, not just a description of what calm should look like.