Top 10 Tips for Keeping Safe at Work this Christmas

With less than 2 months to go until Christmas, most of us are starting to plan ahead for the busy festive season. This is a time of year which can make even the most level headed of us stressed. In a bid to clear our workload before the break many of us face tight deadlines prior to Christmas. As we race around shopping and socialising we encounter crowds, queues and delays. Traffic slows and the search for a parking space becomes the ultimate Holy Grail.

physical-intervention_0 It’s hardly surprising that we get frustrated, uptight and ready to explode and all too often it is businesses and frontline staff that bear the brunt of our short fuses. In the midst of the Christmas rush, could you cope with a disgruntled client at work? What would you do if a situation escalated into aggression or even physical violence?

Conflict Management specialists Quell have put together their Top 10 Tips for keeping safe at work this Christmas:

Know your Company Policy: Every professional company ensures staff know where they stand in relation to customers and how to act accordingly in situations
Be professional: Take pride in your work and strive to offer a high standard of customer service as this will reduce the likelihood of having to deal with unhappy or aggressive customers.
Eye Contact: This skill is paramount when dealing with agitated or disgruntled customers. Maintain eye contact when communicating.
Clear Dialogue: Limit the speed at which you speak as accent and language can be barriers to effective communication
Information: Often customers simply want information, so if you have an aggressive or frustrated customer a clear, short explanation can help ease tension.
Stance: Body language is crucial. When faced with an aggressive customer you should stand slightly side on with feet apart and keep a distance between you. This allows you to move away from violent actions if threatened.
Assistance: Think of simple code words which can alert other members of staff to a problem, without making the aggressor aware or alarming the other customers. You can then work effectively as a team to find a safe, fast solution to the problem.
Plausible Excuse: Have a sentence in your head, which would allow you to leave a confrontation safely without escalating the situation. (Example: If you give me 2 mins Sir I will see what I can do)
Self Confidence: A confident appearance and approach will limit the chances of the customer becoming more emotional and frustrated with you. You should be assertive but not aggressive and never use sarcasm.
Empathy: Everyone has a bad day – your customer could simply be stressed out. Empathising with someone is one of the most effective means of reducing aggression

For further advice on Conflict Management, Personal Safety, Lone Working or Dealing with Aggressive People you can contact Quell on 028 9042 5424 or visit their website – www.quelltraining.com