Conflict Management
People who work in our industry can sometimes come up against verbal abuse or even assaults from members of the public. Whether it's overcrowding at a station, increased alcohol consumption, stressed communters or other threatening behaviour there are techniques to help you.
- Listen to their frustrations and empathise
- Be seen to be consistent and fair, and deal with difficult individuals politely and professionally to prevent a potential crowd siding with them against you
- De-personalise the situation and be seen to help – this will demonstrate you are all on the same side and that you are in fact helping customers achieve their goal
- Consider the layout of your environment and how you could make a quick exit
- Be polite when challenging anyone: "Can I help you?" is all you need
- Show respect for other people, their property and cultural differences
- Report all violent incidents and harassment of any form, whether from passengers or colleagues
- The presentation below will give you more information.
RSSB has also published an educational tool on workplace related violence entitled SWeRVe. Please contact them directly for more details - www.rssb.co.uk
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Conflict Management (PPT 2.00 MB)