Many workplaces and organisations are noticing an increase in abusive and aggressive customers who are rude, threatening and even assaulting staff.
OPSEC Solutions works with many small and large businesses to build solutions for these types of events, and while everyone has the best intentions, we are seeing some simple errors that many managers are making as they try to do their best for the team.
Failing to Train. Learning the skills to respond to an aggressive customer does not always come easy to everyone. Some of us have become experts after years of experience while others make mistakes without knowing any differently. A Situational Safety workshop can help your workmates to become skilled at proven de-escalation techniques and other safety-focused strategies.
Knowledge Loss. Some of our customers subscribe to the adage that ‘if someone has been trained then it’s ingrained’. Psychologist Hermann Ebbinghaus recognised that learners are more likely to forget at least half of any new information in a matter of days unless there is an opportunity to reduce the Forgetting Curve. OPSEC Solutions recommends a blended learning approach where online training forms an introduction to practically focused face to face learning. Opportunities to further retain key messages can be gained from in-house discussions, accessible tools, and programmed revision.
Easy Fixes. Often we attempt to solve a problem with a quick fix. An example of an angry customer quick fix might be to install a CCTV camera, a chest camera, or a panic alarm. While these tools can contribute to a successful outcome, they can also give us a false sense of safety unless they are part of a bigger plan. A large number of people we work with have panic alarms. However, there is a much smaller percentage of them how know what happens when they are triggered.
Do you know what to do if there is a dangerous incident outside your work? What if the incident is inside your building?
Close the Loop. Its common for a workplace to only be partially prepared for dealing with client-based aggression. Having good procedures, trained staff and managers, and a workplace that is well considered takes time. If you are wondering how you might progress to the next step then let OPSEC Solutions help you. Our nation-wide team are just a phone call or an email away.
