1. Dealing with Verbal Aggression

2. This training session should take approximately 15 minutes to complete. To move through the session, click on the button. All the information covered in the training – can be printed off as a handout. Dealing with Verbal Aggression IntroductionWhat to doSummaryHow to do itFurther help ne xt ne xt

3. Incidents of verbal aggression from customers or others in the workplace are thankfully rare. However when such incidents do occur, there is a lot that you can do to help defuse the situation and resolve it to everyone's satisfaction. This conflict resolution training will provide you with a simple 5-step process to help you tackle difficult situations. Dealing with Verbal Aggression ne xt IntroductionWhat to doSummaryHow to do itFurther help

4. Most perpetrators of aggression in the workplace are just ordinary people who are frustrated or emotionally distressed by a particular situation. The nature of the interaction between you and the individual in these circumstance is important in ensuring it doesn't get out of hand. Dealing with Verbal Aggression IntroductionWhat to doSummaryHow to do itFurther help ne xt

5. 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... Dealing with Verbal Aggression IntroductionWhat to doSummaryHow to do itFurther help ne xt

6. 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 IntroductionWhat to doSummaryHow to do itFurther help ne xt

7. Frustration Anger Aggression Violence The 5-steps in this training have been designed to help you identify these pointers and then defuse the situation. X X X Dealing with Verbal Aggression IntroductionWhat to doSummaryHow to do itFurther help ne xt

8. Each of the 5-steps takes the process of handling a complaint or difficult customer enquiry and examines what can be done to prevent the situation escalating. The 5 steps are... 1 Assessing the situation 2 Addressing the issue 3 Solving the problem 4 Handling anger 5 Escalation The 5-step process Dealing with Verbal Aggression IntroductionWhat to doSummaryHow to do itFurther help ne xt

9. In order to respond you need to recognise when a situation is getting out of hand Non-verbal signsAggressive features such as face reddening or finger pointing Personal AbuseSigns that the individual is taking it out on you rather than the issue or the company Abusive LanguageAn obvious increase in threatening abusive or offensive language Personal SpaceThe individual getting too close and invading your personal space Recognising the signs Dealing with Verbal Aggression IntroductionWhat to doSummaryHow to do itFurther help ne xt

10. ? For each of the 5 steps, think about a situation you have been in and how this approach might have helped. Dealing with Verbal Aggression IntroductionWhat to doSummaryHow to do itFurther help ne xt

11. The first step is to assess the situation, to this we use TRUST... TTailor your approach. Every customer is different so try to match your style to each one. R Research the customer, try and find out as much as you can about them U Understand and be Understood. If you're not sure, then ask the customer. Be clear, and don't use jargon. S Summarise. Demonstrate you've been listening T Take notes, it shows you're taking the matter seriously Step 1 Assessing the Situation Dealing with Verbal Aggression IntroductionWhat to doSummaryHow to do itFurther help ne xt

12. If the issue is a complaint, then we address it using LAPACT... LListen. Actively listen and ensure the customer knows you are listening A Apologise. At the earliest opportunity, it's what most customers want to hear. P Probe. Ask questions to find out everything you can. A Action. What are YOU going to do about it. C Confirm. Check the action your taking is acceptable to the customer. TThank. Even complaints customers should be thanked, it makes them feel valued and their issue is important. Step 2 Addressing the Issue Dealing with Verbal Aggression IntroductionWhat to doSummaryHow to do itFurther help ne xt

13. The next step is to find a ROUTE to solving the problem RReflection. Restate the facts of the situation. Check your own understanding and increase their confidence in you O Options. Outline the options available in a way that is easy for the customer to understand U Use your experience, think of previous approaches that have worked. T Take responsibility. Reassure the customer that you will do everything you can to help and see it through E Evaluate the outcome. Take a moment to think how things are working out. Is there any more you can do? Step 3 Solving the Problem Dealing with Verbal Aggression IntroductionWhat to doSummaryHow to do itFurther help ne xt

14. For angry or difficult customers, be their FRIEND... FFollow the story, allow the customer space to explain R Remain calm. I Involve the customer. Ask lots of questions and give them time to answer. E Enthuse. Sound as though you want to help. N Never attack or defend, stay neutral where you can. DDon't take it personally, you are simply coming between them and the issue. Step 4 Handling Anger Dealing with Verbal Aggression IntroductionWhat to doSummaryHow to do itFurther help ne xt

15. Step 5 is simple, if the situation gets out of hand then you must escalate it in the following way... Your ManagerIf you feel threatened do not hesitate in getting the help of your manager, or other colleagues if they are unavailable. Contact Security on ext 23154 (City) or 23165 (Headingley) Health & Safety We're here to help and provide advice. Do not hesitate to contact us on ext 25695 for assistance. The PoliceIf you are being threatened then the customer is committing an offence. Contact the Police on 999. Step 5 Escalation Dealing with Verbal Aggression IntroductionWhat to doSummaryHow to do itFurther help ne xt

16. Its not just what you do, but how you do it that can make a difference, be POLITE PPosition, think about your body language and physical position in relation to the customer O Observation, look for cues that the customer is reacting to what you are saying L Listening, we've said it already, but show that you are! I Intuition, what is your gut reaction telling you about the situation T Talking, paraphrasing and summarising information back to customers shows your taking it seriously. EEye contact, normal amounts but don't hold a stare Finally... Dealing with Verbal Aggression IntroductionWhat to doSummaryHow to do itFurther help ne xt

17. If you have been subject to verbal aggression or unreasonable behaviour, its important that you tell your manager. Customer behaviour of this kind is not acceptable and action must be taken. We would also appreciate you reporting it to Health & Safety. Please report any incidents using the University HS1 accident/incident report form. Tell us about it Dealing with Verbal Aggression IntroductionWhat to doSummaryHow to do itFurther help ne xt

18. A lot of information has been covered in this training module, please print off as handout with 2 slides per page. For more information, advice and guidance, please contact Health & Safety. Call us on 25695. Please inform you line manager/supervisor when you have completed this training – so that training records can be updated. Thank you. Further Information Dealing with Verbal Aggression IntroductionWhat to doSummaryHow to do itFurther help