How should ARFF personnel deal with hostile or panicking passengers?

Maintaining a calm demeanor and providing clear instructions is essential when dealing with hostile or panicking passengers during an emergency situation. A composed presence helps to de-escalate tension and instills a sense of security among those affected. Clear and authoritative instructions allow passengers to understand what actions they need to take for their safety, which can help prevent chaos and ensure an orderly evacuation if necessary. This approach fosters trust in the responders, enabling better cooperation from the passengers during a crisis.

Engaging in conversation to distract passengers might divert attention temporarily, but it may not effectively address their immediate concerns or ensure their safety. Ignoring panicking passengers overlooks their needs and can exacerbate anxiety, while threatening them with consequences could increase hostility or panic and lead to further complications. Thus, providing calm and clear guidance is the most effective way to manage the situation and protect everyone involved.