Drug and alcohol testing is a routine workplace procedure, but for the person being tested it can be anything but routine. Donors may be anxious about the process, angry about being selected, or — in some cases — actively attempting to manipulate the outcome. How the collector handles these situations determines whether the test is completed safely, professionally, and defensibly.

This guide covers practical strategies for managing the three most challenging donor behaviours that collectors encounter in Australian workplaces: nervousness, hostility, and attempted cheating.

The Nervous Donor

Nervousness is by far the most common behavioural challenge, and it is entirely understandable. Even donors with nothing to hide may feel anxious about the process — the observation, the wait for results, the perceived stigma. First-time donors are particularly prone to anxiety.

Recognising Nervousness

Signs of a nervous donor include:

• Fidgeting, avoiding eye contact, or speaking rapidly
• Repeatedly asking questions about the process or consequences
• Difficulty producing a specimen (dry mouth for oral fluid, shy bladder for urine)
• Expressing concern about medications they are taking
• Requesting to delay the test

De-escalation Strategies

Explain the process clearly. Uncertainty drives anxiety. Walk the donor through each step before you begin: the observation period, the collection itself, how results are read, and what happens next. Knowledge reduces fear.

Normalise the experience. A simple statement such as “This is a routine workplace test — we do hundreds of these” can significantly reduce tension. Donors often assume they have been singled out, even during random selections.

Maintain a calm, professional demeanour. Your tone and body language set the emotional temperature of the interaction. Speak at a measured pace. Avoid crossed arms or confrontational postures. Make eye contact without staring.

Address medication concerns proactively. Many donors worry that prescription medications will cause a positive result. Explain that if the screening test returns a non-negative result, a laboratory confirmation test will identify specific substances, and they will have the opportunity to provide information about prescribed medications to the Medical Review Officer (MRO).

Allow time. If a donor is struggling with dry mouth or shy bladder, do not rush them. Offer water (and restart the observation period if necessary for oral fluid) and reassure them that this is common. Pressuring a nervous donor only makes the problem worse.

The Hostile Donor

Hostility is less common than nervousness but significantly more challenging. A hostile donor may be angry about being selected, may have philosophical objections to testing, may be experiencing personal stressors, or may be concerned about the result.

Recognising Hostility

Signs of hostility range from passive resistance to overt aggression:

• Aggressive or confrontational language
• Refusal to cooperate with initial steps (identification, observation period)
• Questioning the collector’s authority or competence
• Making threats (legal action, complaints to management)
• Physical intimidation (standing too close, raised voice, clenched fists)

De-escalation Strategies

Stay calm and professional. This is the single most important principle. Do not match the donor’s energy. A calm response to hostility often defuses the situation; an emotional response always escalates it.

Acknowledge their feelings without conceding the process. Statements such as “I understand this is inconvenient” or “I appreciate your frustration” validate the donor’s emotions without agreeing that the test is unnecessary or unfair.

Restate the requirement clearly. “Testing is a condition of employment under the company’s drug and alcohol policy. I need to complete this process with you today.” Clear, factual statements leave less room for argument than defensive explanations.

Avoid engaging in debate. Hostile donors often attempt to draw the collector into an argument about the fairness of the policy, the legality of testing, or the reliability of the devices. The collector’s role is to conduct the test, not to defend the organisation’s policy. A suitable response is: “I understand you have concerns. You’re welcome to raise them with your supervisor or HR after we complete the test.”

Know your safety limits. If a donor becomes physically threatening, do not proceed. Your personal safety takes precedence over completing the test. Remove yourself from the situation, document the behaviour, and report it to the site supervisor immediately. A refusal to test due to threatening behaviour is still a refusal, and should be recorded as such.

Documenting Hostile Behaviour

Thorough documentation of hostile behaviour is essential, regardless of whether the test is ultimately completed. Record:

• The specific words and actions of the donor
• The time and location
• Any witnesses present
• Your de-escalation attempts and the donor’s responses
• Whether the test was completed, refused, or abandoned for safety reasons

This documentation may be critical if the matter proceeds to a disciplinary hearing or Fair Work Commission proceedings.

The Donor Attempting to Cheat

Evasion tactics are a reality of workplace drug testing. Donors who believe they will return a positive result may attempt to manipulate the test through dilution, substitution, or adulteration. Collectors must be vigilant without being paranoid — the goal is to follow procedures that make cheating extremely difficult, not to treat every donor as a suspect.

Common Evasion Tactics

Dilution: Consuming excessive water before the test to dilute the specimen below detection thresholds. For oral fluid, this includes swishing water or mouthwash immediately before collection.

Substitution: Attempting to provide a specimen that is not their own — for urine, this may involve concealed containers of synthetic or another person’s urine. This is less of a concern for oral fluid collections conducted under direct observation.

Adulteration: Adding substances to the specimen to interfere with the immunoassay. Commercial products marketed as “detox drinks” or “urine additives” are readily available online.

Timing manipulation: Requesting delays or rescheduling to allow substances to clear their system.

Prevention Through Procedure

The best defence against cheating is rigorous adherence to collection procedures:

• Enforce the observation period strictly. The ten-minute observation period for oral fluid testing exists specifically to prevent last-minute dilution or adulteration.
• Maintain direct observation during collection. For oral fluid, the collector should observe the device in the donor’s mouth throughout the collection period.
• Check pockets and bags. Your policy should specify whether donors are required to empty pockets or leave bags outside the collection area. If so, enforce this consistently for every donor.
• Use temperature strips. For urine collections, temperature strips on the collection cup verify that the specimen is at body temperature, which detects most substitution attempts.
• Note unusual behaviour. If a donor is observed placing anything in their mouth during the observation period, fiddling with concealed items, or exhibiting other suspicious behaviour, document it and follow your organisation’s procedure.

When to Record a Refusal

A refusal to test is a significant event with serious consequences under most workplace drug and alcohol policies. It is critical to distinguish between a genuine refusal and a temporary hesitation that can be resolved with patience and professionalism.

A refusal should be recorded when the donor:

• Explicitly states they will not participate
• Leaves the collection area without completing the test
• Engages in conduct that makes collection impossible (refusing to open their mouth, spitting out the device, deliberately contaminating the specimen)
• Fails to appear for a scheduled test after being notified

Before recording a refusal, clearly inform the donor: “If you choose not to participate, I am required to record this as a refusal to test, which will be reported to your employer and treated in accordance with the drug and alcohol policy.” Give them a final opportunity to proceed. If they still decline, document the refusal thoroughly, including the exact words used and the warning you provided.

Training and Preparation

Handling difficult donors is a skill that improves with training and experience. Organisations should invest in collector training that goes beyond the mechanics of collection to include:

• Communication and de-escalation techniques
• Scenario-based role-playing exercises
• Recognition of evasion tactics
• Documentation best practices
• Personal safety protocols

A well-trained collector who handles a difficult situation with professionalism and composure protects the integrity of the test, the rights of the donor, and the organisation’s legal position.

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