It’s still a common phrase across workplace policies.
“We have a zero-tolerance approach to violence and aggression.”
On paper, it looks good and sounds decisive.
It’s meant to reassure staff, stakeholders and the public.
It gives the impression of a very robust stance on unacceptable behaviour.
But here’s the uncomfortable but realistic truth.
Zero tolerance does not mean zero risk.
When not backed by real-world understanding and properly trained staff, a zero-tolerance policy does far more harm than good.
It breeds unrealistic expectations.
Suggesting that if a line is crossed, there’s an automatic, uniform consequence.
Neither life nor people work that way.
Therefore, the overall result becomes fear
No two incidents are ever the same.
No two individuals will respond identically.
Whilst one staff member might perceive a behaviour as threatening, another might not register any concern at all.
One staff member may act instinctively and de-escalate the situation with confidence, while another staff member might freeze, panic, or react disproportionately.
Not out of neglect, but because they haven’t been properly prepared!
Human behaviour is nuanced and risk does not come with a script.
The British Safety Council reported that nearly 44% of frontline staff do not feel adequately trained to manage violence and aggression in the workplace.
For some reading this, alarm bells should now be ringing because nearly half of your team could be walking into potentially volatile situations feeling uncertain, unsupported and unprepared.
Then what happens?
Policies become irrelevant.
Procedures get forgotten.
Result: people (ie; physically, verbally and emotionally) get hurt.
That’s the gap NFPS Ltd has been closing for over 30 years.
Our Instructor Training courses are not just about pushing tick-box compliance.
They are about building professional judgement, legal clarity and psychological readiness.
We train instructors to recognise the early signs of escalation, to coach others in knowing when and how to act, and to foster team cultures that prioritise safety, confidence and ethical intervention.
We prepare people to deal with the real-world issues, where uncertainty is the only certainty.
If your organisation is still relying heavily on policy without embedding practice, or if your team lacks the confidence to respond when it matters most, it’s time to address that vulnerability.
You maybe don’t need a complete overhaul.
But you do need a shift in thinking and a partner who understands how to get you there.
Let’s have that conversation.