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Dealing with Aggressive Customers in Retail Sector

Dealing with Aggressive Customers in Retail Sector

Recently we have been requested to design specific programmes for the retail sector as they have identified a clear risk to staff, however at first glance of the title it may appear to be a simple problem?

The problem in retail we have recently encountered is not just customer on staff, but also an array of different problems from groups of customers to customers allowing their children to rake havoc around the store.

One of the conditions we have done with our clients is total confidentiality and to keep our findings between ourselves and them as to not place a degree of scare mongering in other customers who may frequent the store, so I am afraid the naming of the stores is not going to be highlighted in this blog, however we have been allowed to use some of the incidents and references we have witnessed.

Within any industry at the moment there is a degree of stress, and the strategies to design better cost effective methods is always high on the list in the retail, but unfortunately the reduction in providing good training has also been added to that list of reductions, and therefore resulting in some staff not knowing how to act accordingly or professionally when dealing with customers that are showing signs of frustration or aggressive actions towards them.

We have delivered programmes lately on how to effectively deal with various incidents, from having to approach customers in the changing rooms to having to deal with groups safely if showing actions that slightly lean towards anti-social behaviour. All these have a level of risk to the staff but also the question is that if handled incorrectly can result not only in escalation, but the potential to loose that customer and others if not read correctly.

The retail sector is constantly being attacked over various subjects, but from the clients we are currently working with do see the benefits of training their staff properly, and understand that dealing with aggressive customers is a subject that needs to be addressed.

If you would like information on how we design our training to meet your specific risks in dealing with aggressive customers in retail sector please contact us at Quell.

 

What do I do if someone grabs me?

This question is a popular question from customer facing staff and with it comes the emotion of the consequences of what to do if the person fails to let go.

I am sure anyone reading this will have their own ideas of how to handle this situation, from lashing out, to wrestling them to the ground or to just stand and cry.   Overall this is a very serious incident and it should never be taken lightly by anyone.  You may be a person that can cope with this or even defend yourself with skills from a previous experience, but not everyone can handle this type of situation or even a ‘Rambo’ style move to release the person.

How we approach the whole possibility of this incident is start at the prevention, for example how could this possibly happen, have we laid down clear procedures to limit the possibility of a grab, e.g. risk assess the situation and then we can look at how if it does happen how to defuse it quickly without having to resort to physical strength, as 45yr old mother in an enforcement role will struggle to wrestle a 22yr old man high on alcohol!

We train a selection of realistic and proven techniques to ensure people get out of situations like this (to many to list), so if you think there is a possibility of this happening to you or your staff please call us at Quell or better still ring our clients and ask them how we helped them prevent, deter and defuse incidents relating to workplace violence.

if you ever ask yourself this Question: What do I do if someone grabs me – Then you need to call us!

If you or your organisation needs more about the training we provide, please do not hesitate to call or email us at Quell

Blog by Will Holland

 

 

Managing Lone Workers: Are we supporting our staff enough?

Managing Lone Workers: Are we supporting our staff enough?

The question is simple enough and if you can say “yes” as a manager, supervisor or even a team leader then that is good news, as it seems that you have not only thought of safe systems of work, but have put things in place to ensure safety is paramount when dealing with any form of Managing Lone Workers.

However do not be fooled that everyone is constantly doing this and are recognising the problems faced by their staff on a daily basis. Last week was one of those weeks where we all didn’t stop to breathe as we were running from one end of the province to the other carrying out risk assessments, training needs analysis and delivering training for organisations and all in Managing Lone Workers. But, and here is the but nearly every session or meeting we attended a member of staff would ask us a question in private about someone they knew for instance, a friend or relative that did work alone and didn’t have any training like the sessions we deliver and advice we give.

The questions we were asked are very common in our line of work (as stated in the past on our blogs), that highlight how 60% of our work comes after an incident and my favourite phrase, “We never have any problems”, but then someone proceeds to tell me how they were chased out of a house by a drunkard carrying a bottle and threatening to implant it in a place, I will leave to your own imagination.

Managing lone workers is a responsibility that every manager, supervisor or anyone that’s leads another should take seriously and with that at least take the time to see if any member of staff while lone working or dealing with the public should assess and if even a small risk is identified address it before someone gets hurt.

Blog by Will Holland

For more information on managing lone workers please contact us on the details below at Quell.

Preventing Workplace Violence Training and why?

Preventing Workplace Violence Training and why?

A manager for a public service rang me recently to talk about preventing workplace violence training, and then went on to tell me that no-one takes him seriously especially his senior management. As part of this discussion I explained to him that a high percentage of people who don’t understand workplace violence training will not acknowledge the subject unless it affects them personally or it falls under their own remit of employment.

If anyone says that the subject of workplace violence, (lone working or dealing with difficult people) is declining I would ask them to look at other sectors or industries outside their own and they might be surprised.

The reason we need to have training such as “Preventing Workplace Violence” is to make people (starting with those responsible for staff, through to staff on the ground and then finally members of the public) that awareness is needed to stop abuse, threats and assaults on staff.   Unfortunately the media, local representatives and politicians is silent on the matter and I know from the circle of clients and partnerships we as a company have formed over the years, do agree with our opinion.

Above will, may and can be remarked as a strong statement, however if you take into consideration reports on front line workers such as police and hospital staff through to cleaners in care homes that are being assaulted it is a growing issue.

Anyone can attain training, but ensuring they get the right training is another issue altogether.

Preventing workplace violence training is essential to any organisation and we would highly recommend that if you want to ensure your staff are properly trained, then assess the risks and then deduce the required level of training required to meet the level of risk.

If you want more information on preventing workplace violence training and how we have helped companies in different sectors then contact us at Quell on the below details.

 Blog by Will Holland


Flying away from aggressive behavior

Flying away from aggressive behavior

As the economy emerges from the financial crisis of 2008, people have more disposable income to work with. So as a result air travel is on the rise. With more and more people opting for a foreign holiday, naturally there will be an increased number of people making use of aeroplanes. This has resulted in more incidents occurring whilst in the sky.

For example, an airline passenger who was so drunk he did not know what country he was in, has been jailed after sexually assaulting a female cabin crew member and forcing the plane to be diverted. Is this kind of behavior acceptable anywhere, never mind on a plane?

Is alcohol the source of the problem? Should airlines stop selling alcohol on board? Or perhaps if the passengers were more relaxed and in more comfortable surroundings there would be less tension. So should they attempt to modify the cabins with more focus on comfort? These are questions airline bosses need to be asking themselves. Quell believe that we first need to understand where the problems lie and what are their causes. Then we must focus on how these can be prevented. This can involve reducing conflict triggers by delivering a positive and professional service and reducing exposure to risk through safer working practices.

But Jet2 boss, Phil Ward, says that ‘enough is enough’ and from now on they will be taking a more hard lined approach to tackle conflict and aggression on board their flights.

Jet2.com is working closely with industry bodies including the British Air Transport Association, the Airport Operators Association and the UK’s leading airports, to put in place a series of measures to tackle disruptive conduct associated with air travel.

Conflict management training should be the cornerstone of how major airlines go about tackling conflict and aggression on board. We would first focus on proactive approaches to reducing conflict and risk. Then look at equipping staff with the knowledge and skills to defuse and resolve conflict before it escalates further. Lastly, train staff in emergency responses and procedures to prevent harm. Which in some situations may include the use of physical intervention.

Aggression and conflict between passengers and staff on board a flight has to stop. With heightened security measures for air travel, incidents like this are having a much more serious impact than ever before. Very specific training is required so that they are dealt with both appropriately and professionally.
Visit Quell Training’s website, Facebook and google + for regular updates and more info on how we could help you.

Dealing with Aggression in Education

Dealing with Aggression in Education

Aggression/bullying in learning environments is an ever growing concern. With beatings, death threats, and 24-hour harassment via technology, bullying has become a dangerous, life-threatening epidemic. It is an ever more popular approach for schools to take a zero tolerance policy on bullying. But how do they go about enforcing this? Could you deal with an aggressive individual in a legal and safe manner?  What steps can you take to ensure your own safety as well as others?

Our Conflict Management Training will address these issues and help prepare you to deal with potentially confrontational situations, both confidently and effectively. It will equip you with the skills you need to assess risk, avoid conflict, communicate effectively and diffuse or calm a difficult situation.
Scenario based learning, such as aggression in a class room, is the perfect way to give you the experience needed to deal with such a situation in the real world, should it ever arise.
Quell have worked with several educational facilities to offer the training and the necessary skills required, in order to avoid such incidents occurring.

Bullying isn’t just a physical act but also a mental one. Verbal abuse can have a more lasting effect than physical violence ever could. According to research by, Florida State University, 2006, people who were verbally abused had 1.6 times as many symptoms of depression and anxiety as those who had not been verbally abused and were twice as likely to have suffered a mood or anxiety disorder over their lifetime. We all know the saying ‘sticks and stones may break my bones but names will never hurt me’? Well how wrong were we. Bullying victims are up to 9 times more likely to consider suicide than non-victims, according to studies by Yale University (Yale News, 2008). This is why it is so important to work to prevent bullying in schools.

We can train you in taking the appropriate action to calm and defuse the situation, understanding triggers and inhibitors so as to reduce the threat of aggression within education.

More and more stories are emerging in the news of students attacking teachers. Teachers have admitted that they have felt bullied by students in class, some have refused to be in the classroom alone and in a few cases they have even refused to teach them at all. In June 2015, as reported by the BBC, a 14 year old boy stabbed his teacher in the stomach after a row over a mobile phone. This situation was more than likely escalated to this point because the people involved didn’t possess the appropriate skills in dealing with difficult or aggressive people.
Quell can teach you how to recognise different stages of conflict escalation, understand how to respond professionally and assertively to anger and conflict and most importantly, learn how to identify the key signs of potential situations and defuse them effectively before they occur.
Aggression in education is a plague that needs to be eradicated. The first step in doing so is getting the right training. Visit our website, Facebook or google+ for regular updates and more info on how we work.
Florida State University (2006) Invisible scars: Verbal abuse triggers adult anxiety, depression, Available at: https://www.eurekalert.org/pub_releases/2006-05/fsu-isv052206.php [Accessed: 2nd July 2015].

Yale News (2008) Bullying-Suicide Link Explored in New Study by Researchers at Yale, Available at: https://news.yale.edu/2008/07/16/bullying-suicide-link-explored-new-study-researchers-yale [Accessed: 2nd July 2015].

Crisis Management Training in Ireland

Crisis Management Training in Ireland

Over the years we have been delivering crisis management in Ireland in its various forms that relate to workplace violence, and recently more and more companies are requesting the training to be directed to their concerns instead of the run of the mill generic training that some have received over the years.

As we always highlight during our training, blogs and presentations that we now give to different organisations and at business events, the learners, attendees or staff want more.

The classic let’s just show a video or put up hundreds of boring PowerPoint slide days are truly dead and over, as people want to be physically shown how to prevent, deter and defuse incidents relating to crisis management training.

We as a team have seen the interest in crisis management training escalate, as managers see their responsibilities to their staff’s safety be highlighted by various Health & Safety organisations and also introducing best practice bench mark for delivery of service.

You also have to remember that crisis management training cannot just be delivered by anyone.  We have seen evidence of this through the number of new clients that we are receiving who are asking us to reteach or design a course to put their staff back on the right track when dealing with people who are difficult or aggressive.

This subject is not an easy subject to deliver, as you have to look at the levels of risk faced by your attendees, then train them at the right level without being insulting or patronising, then give them the respect to voice their concerns and then turn that around for them to actively partake in the training, but above all understand that the skills taught are not only fun to learn, but are realistic, beneficial and can be used in most incidents.

Our recognition and references in the Island of Ireland are significant and continue to grow.  If you would like to know more about our crisis management training in Ireland or Northern Ireland, and also how we can construct it towards your specific risks then please do not hesitate to call or email us on the details below.

What is a Workplace Violence Policy?

There has been a lot of media focus on the subject of Workplace Violence Policies recently but how many of us actually know what this type of policy is for?

This is a question that John Morris, Senior Trainer at Quell is happy to shed some light on:

‘Clearly the most important issue is that this type of policy will protect those at work from abuse, threats and assaults’  explains John.  ‘ As a document, it can also raise awareness of behaviour and situations which are unacceptable in the workplace’.

John MorrisJohn goes on to point out that whilst the primary aim of any policy would be to protect the staff it should also protect the wider public and indeed the company itself.

The policy should be recognition that abuse and violence will not be tolerated at all in the workplace from anybody – be it the public, the staff or management.

Any workplace violence policy should be a “live and working” document that must change with the situation of the workplace or the needs of the staff or public. It should be kept relevant and sufficient for the people that it is supposed to be protecting and not left stagnant over time.

The document should be used as a tool to support any staff members that have suffered workplace violence or indeed are affected by workplace violence that has occurred around them.

Only with a full updated and bespoke policy will staff have total confidence in the support that is required to do their job.   They can feel reassured by the knowledge that they can report issues of workplace violence and it will be taken seriously and that should they find themselves facing an incident there is a framework which can advise and guide them step by step.

Do you Manage Lone Workers?

Do you Manage Lone Workers ?

The responsibility managers, supervisors and team leaders has increased over the years or is it now expected more of everyone, that has the role of responsibility as part of there job?

Anyone that has to ensure the safety of staff that lone work is up their with the best of the rankings for stress levels, because they have to ensure not only booking in and out, but safety in respect of going into businesses or peoples homes. However you might be surprised that some people who hold the responsibility or have to manage lone workers brush it off as bottom of the list problems to solve, until an incident arises and then its back to the good old finger pointing to who was at fault.

All I can say on this matter is that if any member of staff who is threatened or assaulted, and it comes to the attention of any government organisation, I can assure you the old blame it up the chain is well and truly over, as everything will be checked from insurance through to who did the training (if their was training) and was the training conducted towards the specific risk plus was the trainer fully qualified?

If you manage lone workers and do not understand policies or what level of training is expected to meet the risk then you need to speak to us, as our workshops for people who manage lone workers is ideal for you, as we look at the responsibilities and legal aspect, pit falls and the what if’s to ensure everyone is legal and beyond prosecution or liable to if a unforeseen incident arouse.

Remember being aware of your responsibilities is the key and for more information on “do you manage lone workers” can be found at Quell or contact us on our details below.