Keeping Safe At Work

Dealing with Violence and Aggression

Content

• Definitions• Who may be subject to threatening behaviour• Violence and Aggression at Work Risk Assessment• Warning and Danger signs• Handling Confrontations• Avoiding ‘Triggers’• Being Assertive• Managing a Conflict• Dealing with Telephone Aggression• Recap

Objectives

• By the end of the session, you will have an understanding of confrontation management , know how to avoid danger and defuse anger where possible.

• You will understand the importance of body language in managing situations and have an awareness of day to day personal safety.

Definitions

• According to the Health and Safety Executive work related violence is:

‘Any incident in which a person is abused, threatened or assaulted in circumstances relating to their work’

• Verbal abuse and threats are the most common types of incident. Physical attacks are comparatively rare.

Interpretation

Discuss:• What is your interpretation of violence and

aggression?

According to the British Crime Survey (BCS), the risk of becoming a victim of actual or threatened violence at working is relatively low.

However the level of risk is affected by a number of factors like:

• The environment that you work in.• The people whom you work with.• The more contact you have with the general public.• Working alone or outside normal hours.

Facts

Discussion

Discuss the following in your groups and feedback to the group

• Have you ever had to deal with a violent and aggressive customer at work?

• How did you deal with the incident?

• How did it make you feel?

Feedback in 10 minutes

Who May be Subject to Threatening Behaviour?

When working in the following situations (for example):• Cash handling• Dealing with complaints• Closing time in pubs/bars/restaurants• During/after fire alarms/evacuations• Fights between customers

Cash Handling or Carrying

•Employees who handle or carry cash as part of their duties should not put themselves or their colleagues at risk in defence of the money.

•If challenged in a robbery situation, they should hand the money over as instructed and make no attempt to obstruct the perpetration of the act in any way.

•You need to be extra vigilant during quiet times and nights.

Dealing with Complaints

• Never get angry with an angry customers.

• Listen attentively and speak calmly and clearly

• Be polite and honest, watch your words – don’t use ‘can’t’, ‘I don’t know’, ‘It is really busy today’, etc

•Watch for and report all suspicious behaviour to the Duty Manager.

•Ask for help from the Manager on duty in case of any violence or if you sense such a situation is about to arise.

Closing Time in the Bar/Restaurant

• Alcohol is a key ingredient of most violent incidents, so people who serve alcohol to customers have to be extra vigilant.

• Don’t serve a customer who is already drunk .

• Ask them to leave the premises politely.

• If they refuse, stay calm & quietly signal for help.

• Be extra vigilant during closing hours.

• Inform the Manager on duty about any violence against you or your team immediately.

• Respond early to an agitated customer, look for signs of perspiring and red face, shaking hands etc.

• Stay calm. Listen attentively. • Maintain eye contact. • Be courteous. Be patient. • Keep the situation under control.

During/after Fire Evacuations

During a fire evacuation, some customers may refuse to leave the premises and may show signs of possible violent behaviour. In such a case follow these steps:

Fights Between Customers

•If you see a disturbance, fight or disorderly conduct immediately contact the duty manager for assistance.

•Avoid personal injury by standing away from the situation.

•We DO NOT expect you to intervene or put yourself at risk

•In serious cases the police should be called to assist.

The Violence and Aggression Risk Assessment

Warning/Danger Signs

The most likely warning or dangers signs are:

The Person is: • Agitated, loud speech/raised voice• Finger pointing• Sighing audibly• Rolling their eyes upwards• Oversensitive to suggestions• Speech and thought processes disjointed• Issuing threats and making fists • Adopting a fighting stance

Warning/Danger Signs – continued...

• Excitable shouting turns to menacing, slow, controlled tones

• Breathing deepens and head tilts slightly forward• The person may look away momentarily – and may

try to signal to associates/friends• If a person you are dealing with displays one, some

or all of the behaviours described, it does not necessarily mean that an attack is certain – but consider them as ‘Danger Signs’ and take appropriate action.

Keep a Safe Distance Away

• If you get too close to someone who is feeling threatened or is angry and aggressive, it may be a trigger for an assault. Give them time to calm down and to agree to your proposals for resolution. Remember: Distance is Safety.

Stay Safe• Everybody is different and the way a person will

behave towards or respond to you can never be predicted with 100% certainty.

Handling Confrontations

• If you are the focus of someone’s anger or if you are becoming angry – distance yourself

• Do not let yourself become cornered – keep your escape route open

• Stand to one side of someone – not directly in front of them

• Avoid making any sudden movements• Do not use words or gestures that can be seen as

insulting or aggressive• Avoid denying the problem or complaint – offer

solutions instead

Avoiding ‘Triggers’This is true where behaviour causes someone to feel:• They are being ignored, made fun of, humiliated or

treated in a disrespectful manner• That they have been singled out, wrongly accused or

victimised• Distressed about being deprived of a service or

facility they feel they are entitled to• Frustrated or angry because of waiting for a service

and being treated with indifference• Dissatisfied with a service that has been provided

and are being ‘fobbed off’ by a member of staff

Avoiding ‘Triggers’ – continued...

If someone is already angry or frustrated:• Don’t make sustained eye contact (can be seen as

aggressive)• Do not get drawn into arguments• Do not talk over them or talk them down (avoid

saying ‘you are being stupid’, ‘don’t be silly’)• Don’t give the impression that you do not care• Don’t be sarcastic• Don’t point or wag your finger at them• Don’t shake your head, while the person is explaining• Don’t sigh or roll your eyes upwards

Flipchart Exercise

In your groups consider how you would deal with the following types of guests:

• Rude and aggressive type• Impatient type• Angry type

Feedback on flipchart in 10 minutes

Being Assertive

What is assertive behaviour?

1. Being confident

2. Pro-active in dealing with others

Assertiveness is standing up for your rights in a way which doesn’t offend or annoy the other person.

Try and make your reasoning clearly understood – this may be difficult at times

When dealing with an angry and aggressive person, being assertive can mean compromising in order to achieve the base workable solution to the problem

Managing a Conflict

• This is a 4 stage process which reverts to Stage 1 in the event of deterioration in behaviour:

Stage 1: Prevent Escalation• Keep a safe distance from the person• Ignore, distract or divert verbal abuse• Slow movements and stand to one side of them• Introduce yourself and explain the reason for your

presence• Face towards them• Talk softly• Listen patiently without interrupting

Managing a Conflict – continued ...

Stage 2: Acquire facts:• Acknowledge the person’s emotions (but don’t try to

deal with the cause of the person’s anger)• Acknowledge failings or mistakes made, where they

exist, especially if that is the cause of the anger

Stage 3: Confirm understanding:• Demonstrate understanding by paraphrasing (repeating)

what the person has said• Double check that your understanding is correct• Avoid any workplace jargon – keep it simple• If you need to get your supervisor or manager involved,

then do so

Managing Conflict – continued ...

Stage Four: Suggest solutions and resolve the issue:• Try to break complex issues into smaller parts• If you can solve the problem quickly, then do so• Encourage reasoning• Be realistic, fair and honest• Advise in an assertive manner what action you will take.

Your explanation should be polite, clear and calm

Tips

•After the complaint is handled, follow up and be sure the solution worked.

•Keep a complaint log. If you see the same thing keeps popping up you can recommend a change in policy that will improve things.

•Don't forget to thank the customer for taking the time to complain and work on a solution. A complaining customer has done you a favour. He has identified a problem in your business.

• Be patient, the abusive language may abate, once the guest has vented.

• If the caller does not calm down, advise them clearly that, unless they are able to continue the discussion in a civil manner, the call will be terminated.

• If it is impossible to supply a satisfactory answer to their query, offer to pass the caller to a manager or take their number to return their call when the answer is known.

• Do not panic.

• Do not put the receiver down immediately.

• Do not become upset.

Dealing with Telephone Aggression

• Do not lose your temper.

• Do not be tempted to react with a similar response.

• Do not take remarks personally.

• If, after giving a warning, behaviour does not improve, then you may terminate the call.

• All calls of this nature should be mentioned to your manager so that he or she is aware and the incident can be noted.

Dealing with Telephone Aggression Cont…

Leaving a Situation

• If a person begins to become aggressive, you need to decide whether to leave the situation or to remain and help them regain their composure.

• Sometimes it is best to withdraw to safety – this will allow the person time to cool off, while you can inform others (your colleagues, supervisor or manager) of the problem and summon help.

Counselling and Support

•In the event of a situation of violence towards an employee, the company will assess each situation on an individual basis.

•The company will assist the employee with counselling, if needed, whether it be internally or externally sourced.

How to Report Incidents of Violence and Aggression at Work:

• Any incidents of violence and aggression need to be recorded.

• Once the Manager on duty has been informed, they will investigate and then record the incident on an incident report form.

Remember

• Be polite and considerate.• Give your full attention to people you deal with.• Be aware of the warning signs.• Try to avoid triggers.• Know how to summon help.• Sometimes running away may be the best thing to do.

NEVER PUT YOURSELF AT RISK, YOUR SAFETY COMES FIRST!