Category: Personal Safety

Managing Aggression in Customer Service Roles

In this blog post, our Occupational Violence & Aggression Practise Lead, Joe Saunders, shares a recent personal experience in a retail environment.

***

“What the *** are you talking about! I need this! I wouldn’t bloody be here waiting in line for 20 minutes like a ****ing idiot if I had already got it! Check again!”

The large, 30-something man pulsed with anger. His breathing was shallow. Veins protruding from his neck. Chin jutted forward, his head bobbed back and forward as he spoke like he was attempting to spit venom with every syllable. His eyes communicated a potent mix of indignation and malice.

A young retail worker cowered nervously to his right, doing her best to be pre-occupied with re-shelving unwanted product without looking terrified. She wasn’t a good actor. She was trembling with fear and wanting to be anywhere but within 20km of this man who had suddenly exploded. Her name tag read Jessica. Jessica was experiencing a profound trauma for the first time.

Meanwhile, the pharmacist behind the counter who had become the target of the man’s aggression, attempted to regain control of the situation. Probably in his forties, he spoke like a man who had seen this too often to care anymore.

Whether through a misunderstanding, a computer error, or untruthfulness on behalf of the customer, he was attempting to retrieve a script that was displaying as having been already dispensed. It was an opioid commonly used for treating chronic pain.

The pharmacist, having dealt with hundreds, if not thousands, of drug seekers in the past, spoke with all the empathy of a postage stamp. In a low voice, he ordered the man to calm down. Repeating himself for the 20th time, he reiterated that the drugs had been dispensed and he could not assist. Further, he stated, shopping centre security were on the way.

This went over about as well as telling someone to calm down ever does.

I was standing approximately five metres from the aggressive male, wondering whether the years I spent managing violent people were about to become useful again. But I saw something that relaxed me. Remorse. Embarrassment. Overwhelm. This wasn’t a violent man. He was in pain. He had been barely holding it together. And he knew that the stress had now gotten the better of him and manifested in this behaviour that had brought the pharmacy to an eerie standstill.

I shifted my focus to the others around me. The teenager I’d first seen hiding behind a display of hair accessories had frozen in place. Despite (or because of) her terror, Jessica had stayed exactly in the danger zone and not moved a muscle. Elsewhere, mothers ushered their children out of the store quickly and forcefully. The other staff stared dumbly, pinning all their hopes and expectations on the pharmacist’s ability to control the situation.

“This is ****ed” the man spat, quieter this time, before turning on his heels and making a beeline for the door.

His hands were shaking. He muttered to himself, the words catching in his throat with emotion. He disappeared into the parking lot, a good three minutes before centre security arrived.

He left, but his energy did not.

An elderly customer needed to sit. She felt feint. Staff members jumped into action to assist, but their nerves were shot. They fumbled and dropped things as they tried to go back to serving customers. An awkward silence in the air, a young male customer decided to break the tension by loudly commenting “Bloody junkies eh!”

Some laughed. Most didn’t.

Resisting the urge to hand over a business card when paying for my own purchase, I mulled over the incident I had just witnessed. I’ve personally been proximal to well over a hundred such situations, and likely reviewed reports and footage of hundreds more. Sometimes they end with embarrassment and hurt feelings. Sometimes they end in fatalities.

The consequences for businesses not equipping their staff to manage customer aggression are not always so obvious or newsworthy. Often, the result is good staff changing jobs, suffering emotional trauma, developing work-related anxiety or a demonstrated degradation of service delivery. They also result in regular customers shopping elsewhere.

What I witnessed at my local chemist on an average Tuesday afternoon is not limited to the pharmaceutical industry. The same things happen in retail, public transport, banking, allied health, and basically every other customer-facing industry you can think of.

How many businesses invest in proactively training their staff to manage their safety from human threats? To manage their fear and adrenal response? To recognise the early signs of agitation? To de-escalate aggression? To get to safety when their intuition is screaming RUNSadly, the answer is “not many.”

As I drove home, it was with a sense of sadness. I was sad for Jessica that she was likely going to be apprehensive about going to work the next day, or the next time she has to serve someone who reminds her of the customer that day. I also felt sad for the customer, who lost his cool under difficult circumstances and may now feel ostracised from attending the business again. I felt sad for the parents who were now having difficult conversations with young children about why the adults were yelling at each other. I even felt sad for the pharmacist who probably thought such blow-ups are completely unpreventable and inevitable.

All of this could be prevented or at least mitigated through training.

If our people are truly our greatest asset, why are we not taking all reasonable measures to protect them?

Last year, I was fortunate to be part of a research team undertaking Australia’s largest ever multi-industry study into occupational violence and aggression. The report is free to download, including a checklist that you can implement to assess how well you are managing the risk of violence and aggression in your business. You can get it here and it costs nothing.

I’m always happy to talk to anyone who is serious about protecting their staff from the threat of violence or aggression.

If Jessica was your daughter, you’d want her to be prepared.

Reach out if you have a need we can assist you with.

 

Joe Saunders

Joe Saunders

National Practise Lead – Occupational Violence & Aggression
Host of the Managing Violence Podcast

#protectingwhatcounts

Assertive Courtesy: A 21st Century Technique for Managing Conflict

I’m sure at some stage in our lives, we’ve all been told that we need to “stand up for ourselves” and not let anyone push us around. Likewise, we’ve all likely been told to be polite, choose our battles or “go with the flow.” In the field of verbal self-defence (alternatively called conflict management, verbal de-escalation, tactical communication, or any other buzz word that suits you) there is an ongoing dichotomy between two of the most common pieces of general advice offered.

1)   Treat the other party with respect

2)   Don’t be too soft! Set your boundaries!

So which is it? Should we be telling everyone to “STOP RIGHT THERE! LEAVE ME ALONE!” or should we apologise for the inconvenience of our presence? Clearly, neither is appropriate in every situation and a middle ground should be established. This article is about that middle ground and how we can use it as a foundation stone of our modern approach to conflict management. read more

Developing your intuition in a world of distraction

Intuition is an interesting concept. It’s something nearly all of us acknowledge the existence of. If you’re a spiritual person you might call it psychic, or a word from God, energy of the universe, etcetera. If you’re more of a scientifically minded sceptic, you might explain it through the lens of the reticular activating system or subliminal information gathering.

Whatever you want to call it, we all experience it the same way. A gut feeling. A pull. A “knowing” without knowing why. It’s like having the answer to a math problem without being able to show your working. It feels good, but also disconcerting. Like being right isn’t as valid if you don’t know why you were right.

read more

Decision Making, Risk and Your Three Lives, Pt. 2: It’s NOT as Complicated as You Think

We all play different roles at different times – parent, friend, employee, leader, employer, manager, partner, spouse, etc. But separating these is becoming harder and harder with technological advancement and globalisation. More and more, the lines between the three aspects of life – work, personal and virtual – are blurring, and even more so with remote work being the standard during the COVID crisis.

Here is where this gets interesting.

Expecting people to have vastly different quality between their personal decision making and work decision-making is naive, and dangerous.

To rephrase – how can we expect people to regularly make great decisions at work, if they regularly make poor decisions in their personal or online life?

Here is an example that may resonate with many of you during COVID 19:

read more

Decision-Making, Risk and Your Three Lives

Risk can be defined as the effect of uncertainty on possible outcomes. This means every decision, at every level of the organisation, has some level of risk to it. Effective decision-making lies at the heart of managing risk. And managing risk, now more than ever, is the responsibility of every individual within an organisation.

 

Unfortunately, traditional risk management approaches and systems are often ineffective when it comes to getting individuals to make good decisions. Read more to find out why!

read more

7 Mistakes Organisations Make When Tackling Customer Aggression

I’ve been working around customer aggression and workplace violence for close to 15 years now. In that time, I’ve worked amongst a variety of industries including, but not limited to:

  • Hospitality and liquor retail
  • Private security
  • Hotel and resort industry
  • Hospitals and healthcare
  • Human services and community support roles
  • Travel and aviation
  • Funeral industry
  • Service stations and late-night retail
  • Fast food
  • Banking
  • Utilities
  • Government service centres
  • Local council functions (parking, waste management, etc.)

All of these industries have had their own issues with customer aggression and workplace violence. Whether we like to admit it or not, when we put our people into customer-facing roles, we expose them to the risk of aggression. In roles where they will occasionally either give someone unwanted news or deal with alcohol and/or drug affected persons, that risk is magnified.

To their credit, I haven’t had a single client or employer who simply didn’t care about their staff being abused or assaulted at work. Everyone I spoke to agreed that not feeling safe at work wasn’t acceptable. They had all, to some degree, implemented treatments to control that risk.

So why wasn’t it working?

After 15 years of researching and working in this field, these are the most common mistakes I’ve found well-intentioned organisations making.

read more

Keeping Families Safe this Halloween by Ron Amram

Halloween can be a great opportunity for kids and parents to have a wonderful time together.

Dressing in a costume, going trick-or-treating with family and friends, and let’s not forget what it’s all really about – candy!

At the same time a child travelling alone, after dark, in an unfamiliar environment and in a restrictive outfit increases the risk of bad things happening.

From that we can see there are a few different types of dangers and risks that we should be aware of:

  1. Dangers relating to costumes
  2. Dangers relating to kids travelling alone, especially after dark
  3. Dangers relating to healthy eating

Here are some tips to help you manage these risks:

Dangers Relating to Costumes:

  1. Restrictive costumes: Your kids are likely to have to cross the road a few times, and may be slow due to wearing a cumbersome or heavy costume. Make sure that your child’s costume doesn’t excessively restrict their view. This will make sure their situational awareness is not hindered and will make sure they can see oncoming traffic, as well as other dangers. The same thing applies to costumes that are extremely restrictive on breathing. If your child does wear a mask that is restrictive or view and/or breathing, ask them to remove it before crossing the road, or even only putting it on before knocking on the door to trick or treat.
  2. Fire and Catching Dangers: While it’s impossible to make costumes completely fire-proof, you should try and minimise loose odds and ends that may get stuck, snagged or catch fire easily.

Dangers Relating to Kids Travelling Alone:

Depending on age group, you may or may not be joining your kids. If you do not, keep the following in mind:

  1. Plan ahead: Plan your child’s route with them, so that you know exactly where they are or might be, and roughly how long it will take them to complete the route. It is a good idea to walk through it with them before Halloween so they are familiar with the route and know the street names and recognise the environment.
  2. Stranger Danger: Instruct your child never to enter homes when trick-or-treating; If the person invites the in, they should politely refuse. If the person insists, they should refuse and leave quickly.
  3. Safety in Numbers: Your child should go with a group of friends.
  4. Adult Supervision: Depending on age group, there may be an adult accompanying a group of kids. Make sure you have their contact details. It’s also wise to know how many kids may be joining the group to make sure there is sufficient supervision.

Dangers Relating to Healthy Eating:

Let’s get down to business. You kid’s probably going to come home with an excess of sugary treats, and may want to eat as many of them as possible as soon as they arrive home. Here are a couple of important things to keep in mind:

  1. If you child has any food allergies, make sure that you ask them not to eat anything they haven’t eaten before and know is safe before getting home. If they are going with a group and there is adult supervision, inform the adult supervisor of their allergies.
  2. While it’s important to let kids enjoy their bounty, it’s also important to try and moderate how much they are having. This can be a great opportunity to teach them about sharing and saving for another day, without taking away from the excitement of rummaging through their bounty. It’s also a good opportunity to emphasise the fun of creating and getting into a costume, and spending quality time with family and friends. Make the focus about the experience and hopefully rationing chocolate will be a bit easier!

Don’t let this great holiday turn into a scary story! With a little planning, you can make sure that this Halloween is the best one yet for you and your kids.