Training for Intervention ProcedureS (TIPS) Certification Practice Exam

Remaining calm and working to de-escalate the situation is critical in managing aggression from a patron. This approach prioritizes the safety of everyone involved, including the aggressive individual. By keeping a composed demeanor, staff can help diffuse tension and decrease the likelihood of the situation escalating further. This strategy can include actively listening to the patron, acknowledging their feelings, and providing them with space or options to resolve their concerns.

Involving security may be necessary if the situation does not improve, as trained personnel can handle aggressive patrons more effectively and safely. This ensures that the establishment's environment remains safe for all patrons and staff without resorting to confrontation or heightened aggression.

Engaging in an argument can lead to a further escalation and an unsafe environment, while ignoring the patron would not address the potential danger they pose. Calling the police immediately might be a last resort but is often more appropriate for severe situations where there is immediate danger. Therefore, taking a calm and measured approach while being prepared to involve security if needed is key to managing aggression effectively.