Presentation delivered by Chris McLay at Leeds Beckett University on 26th May 2016, as part of the event Front Line Support in FE and HE, organised by Academic and Research Library Group's Yorkshire and Humberside branch.
2. Dealing with verbal aggression
Incidents of verbal aggression from customers are rare
considering the amount of customers we deal with every day.
However, when faced with such incidents, there is a lot that
YOU
can do to help diffuse the situation
and even resolve it.
3. Who are the perpetrators of
aggression?
Students
Staff
Ordinary people like you and me who are frustrated or emotionally
distressed by a particular situation.
What situations could cause aggression in our customers?
4. Frustration
Anger
Aggression
Violence
Very rarely does aggression or violence come out
of the blue in a work situation, there are usually a
number of pointers along the way...
The Anger Ladder
“I can’t renew
my books”
“What do you
mean I have
a £25 fine?”
“There’s no way
you’re going to
make me pay
that”
“!!!!!!!”
5. Frustration
Anger
Aggression
Violence
... these take the form of triggers at each stage
that result in the individual's response becoming
more and more intense.
Dealing with Verbal Aggression
“Your card is blocked
– you owe us £25”
“You shouldn’t take high
demand items if you can’t
return them on time”
“Oh yes you are - You
have to pay it”
“!!!!”
8. Top tips for diffusing – step 1:
Assessing the situation
Diagnose the problem. Get to the heart of it!
Understand the problem and be understood when explaining it. Be clear
and don’t use jargon.
Empathise - While the problem might seem small to you, it may be huge
to them so try and put yourself in their shoes to see the situation as they
see it.
Listen while they talk and explain the problem – even if this means biting
your tongue!
9. Step 2 – Addressing the issue
Involve the customer – get a 2 way conversation going.
Don’t be afraid to apologise if this is applicable in the
given situation.
Restate the facts of the situation. Filter out the
information you need about the problem in hand. Check
your understanding of the situation and this will increase
their confidence in you. Recognize their problem as valid
and worthy of discussion.
Do you understand the problem? Can you resolve it or does
it need someone else?
Don’t be frightened to call for back up or help if needed
to avoid a combative situation or if you feel unsafe or don’t
fully understand the problem.
10. Step 3 – Solving the problem
Outline the options available for the solution. Think
creatively to see if there are any alternative solutions.
Check your facts before you make any promises.
Who is actually going to resolve the problem – you or
somebody else?
Think what you need to do for them to leave feeling
happy.
If you’re referring it, explain why and what the
customer has to do next and how you will help them do
it.
Evaluate the outcome – did you resolve it? Is there any
more you could do? Did they leave happy?
11. Step 4 - Handling Anger
Keep calm and don’t reflect their aggression or mirror their anger.
Speak slowly and calmly in low tones.
Physically take them away from the scene of the situation if you
think this might help diffuse any stress and attention.
Don’t ever talk over the customer. They talk – you listen!
Avoid phrases like “calm down” - they rarely work.
Enthuse constructively – you want to help them!
Never attack or defend. Stay ‘neutral’ where you can.
Try and understand if it is anger or frustration or desperation they
are feeling.
Don’t take it personally.
Don’t ever put the phone down on ANYBODY.
12. Step 5 – Escalation or referral
Your own safety is paramount! You are not expected to
be sworn at, abused or suffer aggression / violence from
customers.
If you feel uncomfortable or that you’re losing control
of the situation, call a colleague for support whether
that colleague be Security staff (or your institution
equivalent), other support staff, a manager etc.
You are empowering yourself by doing this and ensuring
the situation stays within safe limits and boundaries.
Record any serious situations afterwards for
information, review and evaluation.