How do I calm down a hostile or angry person?

The Football Victoria 2026 Ground Marshal Handbook gives a four-step guide to resolving conflict, because the first minute of an interaction often decides how it ends.

1. Stop: assess the risk as you approach, decide whether to send for assistance, stay open-minded, stay calm, and do not argue, accuse or tell the person to "calm down".
2. Look: ask yourself whether the person is drunk, whether their expectations of the referee, coach, players or club are too high, whether you are the focus of their anger, and whether they have just been aggressive towards someone.
3. Listen: let them finish without interruption, show empathy, validate and clarify, and be quiet.
4. Respond: stay calm, keep your language short and simple, and use non-threatening body language and tone. Say "I need" or "we need" rather than "you must" or "you have to".

In summary: listen to what the problem is for them, say what the problem is for you, focus on the problem rather than the person, and look for answers so everyone gets what they need. If the situation cannot be resolved rationally, report the incident.