5 de-escalation tips when responding to agitated colleagues and customers (Federal)
Having the skills to de-escalate a potentially violent situation has never been more important. The ongoing pandemic and rapidly changing work requirements can be stressful to navigate for everyone. COVID-19 restrictions and mandates have changed our ways of working and some aspects of our work lives have become more challenging.
"Staff may feel ill-equipped to handle any verbal abuse and aggression that come their way in their day to day activities," says Kristy Cork, WSPS Workplace Mental Health Consultant. "The skills and techniques needed to de-escalate situations are not inherent; they have to be learned.
"Saying and doing the right things at the right time can nip potentially violent situations in the bud and prevent them from escalating further. Conversely, the wrong approach can make things worse." To help workplaces address this challenge, WSPS has developed a new half-day virtual workshop, Violence and Harassment Prevention: Situational Awareness and De-Escalation. The workshop helps participants recognize situations that may put workers and managers at risk, understand de-escalation techniques, and practice their new skills. "We want people dealing with agitated customers or colleagues to respond with thought rather than react automatically: is this going to help or hurt the situation?"
Kristy shares five tips on how to better prepare your staff to deal with angry or agitated customers or colleagues and achieve the best possible outcome.
- Choose the right people for frontline positions. Appoint staff members who are self-aware, effective communicators, can help people stay calm, and are able to keep their cool, says Kristy. "We're not trying to win; we're trying to come to an understanding." Encourage employees to let you know if they are not comfortable dealing with agitated customers or colleagues.
- Encourage staff to listen and empathize. "Strike up a conversation, speak slowly and calmly, and encourage people to keep talking as long as they are being respectful." This can help agitated customers or colleagues regain their composure. "The more people talk, the more likely they will feel heard and validated," notes Kristy.
Following up with an empathetic response - one that reflects what the customer/colleague is feeling and why - also helps to defuse a situation by acknowledging the person's emotional state. It could be as simple as responding with "I understand that this is a huge source of frustration." Kristy notes that showing empathy doesn't necessarily mean agreeing with the person or swaying from the mandates and rules that may be causing distress. An additional response might be, "I'm sorry we can't make exceptions to the rules; we have to abide by Public Health requirements."
- Train staff to recognize early warning signs and apply situational awareness skills; for example, when customers or co-workers begin to fidget, speak loudly, or appear dissatisfied. Ignoring these signs could lead to more agitation, rude, abusive or aggressive language, and even physical violence.
- Provide an out so that if a situation continues to escalate, employees have ways to leave or get help. "If a customer or colleague starts name-calling, using abusive language, or threatening physical violence, the front-line employee should remove themselves from the situation and contact a supervisor or manager," says Kristy. Designate a "safe" room for staff and include procedures for summoning help quickly in your workplace violence and harassment policy.
- Train your front-line staff, supervisors and managers on de-escalation techniques so that employees are prepared and don't have to navigate these potentially dangerous situations on the spur of the moment.
How WSPS can help
- Violence and Harassment Prevention: Situational Awareness and De-escalation (half-day virtual workshop)
- Harassment and Violence Prevention for Managers and Committees/Representatives (2-hour eCourse)
Download these resources:
- WSPS Workplace Violence and Harassment Toolbox
- Workplace Harassment Policy
- Reporting Workplace Violence and Harassment Procedures
- Workplace Harassment Investigations in Small Businesses: Tips for Employers
WSPS consultants are also available to conduct workplace assessments under the new federal Work Place Harassment and Violence prevention Regulations, create programs and policies, and more.
The information in this article is accurate as of its publication date.