Dealing with verbal aggression awkward customers and challenging situations in libraries
- 1. Dealing with verbal aggression, awkward customers and challenging situations in Libraries
- 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” “!!!!”
- 7. Activity winding people up or calming people down: you have the power!
- 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.
- 13. Learning outcome and concluding thoughts…