Conflict Management, Alcohol & Behaviour
De-escalate, Do Not Escalate
Football can involve heightened emotion. Your communication, positioning and early reporting can prevent frustration from becoming confrontation.
Remain calm and professional. Use clear instructions, allow appropriate personal space and avoid sarcasm, shouting matches or unnecessary physical contact. Know when to stop trying to resolve something yourself and request support.
Early signs+
Raised voices, fixation, clenched fists, invading personal space, aggressive gestures, intoxication and groups becoming animated can indicate escalation.
Communication+
Use a calm tone, simple explanations and realistic options. Do not make threats or promises you cannot keep.
Alcohol+
Report significant intoxication, alcohol-related safeguarding concerns or behaviour that creates a safety/security risk. Follow the venue’s licensing and ejection procedures.
Call for support+
If risk is increasing, create space where possible and request a supervisor, response team or other support through the current procedure.
Do not put yourself or others at unnecessary risk to win an argument or enforce a minor point. Use the trained response and escalation route.
Knowledge check
A supporter becomes increasingly aggressive during a dispute. What is the best approach?
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