Cases |
Employers
for Violence Prevention |
About Us |
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De-escalation of Hostile Clients |
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Often, irate customers and members of the public are verbally and even
physically abusive to workers. Intimidation, shouting, racial and sexist slurs are
all forms of preliminary violence that may occur in the services of your customers and
clients. The effect of such abuse shows itself in low morale, poor performance, high
turn-over and in the worst case scenarios, in physical confrontations. Knowing how to
recognize the warning signs, applying the appropriate response and planning for safety are
all keys to preventing a hostile situation from becoming dangerous. |
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High
Risk Occupations |
Health Care Workers
Workforce Development
Social Services
Education |
Customer Care Representatives
Government/Public Sector
Phone Operators
Complaints Department |
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Skills Developed
Handle customer complaints professionally
Prevent the abusive behavior from affecting your attitude
and your day
Identify the warning signs and actions that
irritate and provoke you
Recognize dangerous warning signs
Demonstrate how to set limits tactfully
Turn a confrontation into a collaboration |
Program activities Inter-active
group initiatives
Role-plays
Video presentations
Case study review
Office and facility assessment
Know your "Hot Button"
Lecture Presentation |
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Response to Level
of Aggression |
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Angry and Agitated Behavior When clients are speaking loudly, causing a scene, red in
the face, causing a commotion, cursing, demanding services and generally ticked
off. However, they may be laconic and quiet about their rage. |
- Non-threatening, non-verbal Communication
- Active Listening Techniques
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"Crossing the Line" When customers are verbally abusive, shouting in your face,
using derogatory language or invading personal space.
Everyone has a different
"line" but we all know when another person has crossed it. |
- Setting Boundaries, safely and respectfully by
identifying what is not acceptable
- Explaining consequences for behavior
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Dangerous, Threatening Behavior When the clients actions cause you to be
afraid for your own safety.
Preventing you from leaving.
Making veiled or direct threats.
Physically intimidating you. |
Protecting the yourself and others by
- Watching for triggers to assaults
- Distancing from assailant
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