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DEALING WITH ANGRY CUSTOMERS, CO-WORKERS AND RESIDENTS

DEALING WITH ANGRY CUSTOMERS, CO-WORKERS AND RESIDENTS. Department of Adult Education. Lori Looney, Workplace Instructor Bluegrass Community and Technical College 164 Opportunity Way Lexington, KY 40511 859-246-6855. TRAINING SESSION OVERVIEW. DISCOVER CAUSES AND GOALS OF ANGER

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DEALING WITH ANGRY CUSTOMERS, CO-WORKERS AND RESIDENTS

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  1. DEALING WITH ANGRY CUSTOMERS, CO-WORKERS AND RESIDENTS

  2. Department of Adult Education Lori Looney, Workplace Instructor Bluegrass Community and Technical College 164 Opportunity Way Lexington, KY 40511 859-246-6855

  3. TRAINING SESSION OVERVIEW • DISCOVER CAUSES AND GOALS OF ANGER • PLAY THE HOSTILITY GAME • DEFUSE OTHERS’ ANGER • PLAN RESPONSE TO ANGER • CONTROL HOSTILE ENCOUNTERS

  4. What Angry People Want • They want what they want • They want help • They want choices • They want acknowledgement I WANT….

  5. Why do people become hostile? • Revert to primitive, instinctual behavior when threatened • Control/manipulate environment

  6. The Rules of the Hostility Game Taking The Bait • Rule 1: When attacked you will respond defensively. • Rule 2: When attacked you will counterattack.

  7. The Hostility Game 1. Initial Contact Other is ready to get angry Reactive, sensitive, feels powerless, fearful Feels depersonalized Feels unimportant

  8. The Hostility Game 2. Employee Responses Bureaucratic (robotic, technical) Triggered (takes bait) Defensive (cold, terse) Passive(unhelpful) Impatient (lack of listening)

  9. The Hostility Game 3. Other’s Reactions Increased frustration Increased helplessness and fear Increased aggression Becomes more abusive

  10. The Hostility Game 4. Employee Reactions Defends or counter-attacks More triggers Less self-control More aggressive or colder Even less helpful sounding Escalation to Crisis Loss of Control Violence Potential

  11. Beating the Hostility Game

  12. Overview of the Defusing Process The CARP System • Control (get them to stop & listen) • Acknowledge (ID feelings) • Refocus (agree to work on problem) • Problem-Solve (ID problem; look for solutions)

  13. The Art of Self-Control • Tactic 1: Identify your triggers • Tactic 2: Slow down your responses • Tactic 3: Take a time out • Tactic 4: I’m better than that • Tactic 5: I’m not getting suckered

  14. The Art of Self-Control • Tactic 6: I won’t pay the price • Tactic 7: Put on their shoes • Tactic 8: Observing • Tactic 9: Preparing • Tactic 10: Humor • Tactic 11: Venting/not venting

  15. Use Empathy Statements • Usually short and to the point • Allow the other to respond • Use the broken record technique • Don’t use the word “but” • Don’t restate the obvious • Be careful of your tone • Don’t use “I”

  16. Control & AcknowledgeCountering Nonverbal Intimidation • The Stand-Up Shuffle • Confrontational Positioning • Less Confrontational Positioning • Right Angles • Side by Side

  17. Control & AcknowledgeAssertive Limit Setting • Describe the Unacceptable Behavior • Request Behavior Change • State Consequences • Use Cooperative Language • Use Enforceable Consequences • Offer Choices

  18. Enforce Limits • Refer to the limits stated previously • Request they comply with the consequence • Offer further help

  19. Control & AcknowledgeTime-Out • Disengaging • allows for time for other to reflect • allows you time to reflect and regain control • Use plausible reasons • Variations

  20. Planning for the Referral • When does the supervisor want to be involved? • What does the supervisor want to know about • beforehand? • When will supervisor be available for referrals? • Any particular mechanics preferred?

  21. Refocus Transition from dealing with emotions to dealing with the actual problem

  22. Problem Solving • What is Problem Solving? • Arriving at a decision regarding what you will do • Taking into account the rules and the concerns of the other

  23. Telephone Hostility • Use a Stronger Tone • Use a Very Quiet Tone • Stress the More Obvious Word • Use other Relevant Tactics

  24. Intoxicated People • Work to Termination • Keep it Simple

  25. TRAINING SESSION REVIEW • DISCOVER CAUSES AND GOALS OF ANGER • PLAY THE HOSTILITY GAME • DEFUSE OTHERS’ ANGER • PLAN RESPONSE TO ANGER • CONTROL HOSTILE ENCOUNTERS

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