Handling Hostility

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Handling Hostility
Presented by Mary Penny Thompson for DENR
Enforcement Training 2005
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Our Goals Objectives

• follow DENR policies
• prevent escalation of conflict
• shorten the length of the interaction
• reduce the levels of hostility

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DENR Policy

• Workplace Safety Manual Chapter 25
• Field Situations
• 1. Prior to going on-site, review the SOP for
  the activity you will be conducting and note any
  SOPs regarding hostile or irate customers. Check
  available records to see if any prior activities
  or visits met with a hostile or aggravated 
  reaction. Where a known potential exists, take
  someone with you.2. If warranted, request local
  law enforcement to accompany you.3. Remain calm.
  Use a calm voice to respond to the individual.4.
  Where possible, keep a nonthreatening item
  between you and the individual.5. Use any
  Violence In the Workplace, and other training, to
  attempt to diffuse the situation.6. Avoid an
  argument or physical confrontation with the
  individual(s).

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DENR Policy

• Worplace Safety Manual continued
• Field Situations continued
• 7. Contact your supervisor as soon as possible,
  and request guidance.8. Back away from the
  situation and leave the scene if possible. 9.
  Request law enforcement assistance if the
  situation escalates into a dangerous condition or
  if any apparent physical danger is present.10.
  Ensure that others in surrounding areas are
  immediately notified of the situation.11.
  Maintain visual contact with hostile party from a
  safe distance.12. Always remember to Retreat
  Request help and to Regroup when necessary.13.
  Review and become familiar with the DENR Safety
  Policy on Violence in the Workplace.14. DENR Law
  Enforcement personnel- follow established
  protocols and subject confrontation training and
  techniques.

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DENR Policy - Air

• Safety Operating Practices (SOP) Air Sampling -
  Regulatory Compliance and Investigatory
• Utilize effective communication and other skills
  when dealing with hostile/irate individuals.

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DENR Policy - Animals

• SOP Animal Waste Operations Review
• Review past operation reviews for information on
  site conditions and past cooperation.

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DENR Policy - Dam Safety

• SOP Dam Inspection
• Contact landowner before visiting site. Use the
  buddy system if landowner is known to be irate.
• Beware of and avoid suspicious persons and
  illegal activities in the area. Do not put
  yourself in danger.

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DENR Policy - Mining

• SOP Mine Inspection
• Be aware of and avoid suspicious persons and
  illegal activities in the area. Do not put
  yourself in danger.

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DENR Policy - Sediment

• SOP Sediment Inspection
• Contact landowner/builder before visiting site.
  Use the buddy system if site is under
  enforcement action in case of irate persons.
• Beware of suspicious persons and illegal
  activities in the area. Do not put yourself in
  danger.

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DENR Policy - Surveying

• SOP Field Surveying Activities Surveying -
  Oyster Lease Land Surveying - Shoreline
• Review projects for information on potential
  "problem" individuals. Make contact with property
  owners before entering property. If necessary,
  have legal staff make entry arrangements with the
  property owners and/or coordinate with local law
  enforcement.

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DENR Policy - UST

• SOP Underground Storage Tank - Permitting and
  Inspection Activities
• SOP UST - Assessment and Cleanup Activities
• Utilize effective communication and other skills
  when dealing with hostile/irate individuals.

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DENR Policy - Waste Water

• SOP Waste Water Treatment Facility
  Inspection Activities
• Utilize effective communication and other learned
  skills when dealing with hostile/irate
  individuals.

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What Angry People Want

• They want what they want
• They want help
• They want choices
• They want acknowledgement

I WANT.
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The Rules of the Hostility Game

• Taking The Bait
• Rule 1 When attacked you will respond
  defensively.
• Rule 2 When attacked you will
  counterattack.

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The Hostility Game
1. Initial Contact
Customer is ready to get angry Reactive,
sensitive, feels powerless, fearful Feels
depersonalized Feels unimportant
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• The Hostility Game

2. Employee Responses
Bureaucratic (robotic, technical) Triggered
(takes bait) Defensive (cold, terse) Passive
(unhelpful) Impatient (lack of listening)
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• The Hostility Game

3. Customer Reactions
Increased frustration Increased helplessness and
fear Increased aggression Becomes more abusive
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• The Hostility Game

4. Employee Reactions
Defends or counter-attacks More triggers Less
self-control More aggressive or colder Even less
helpful sounding
Escalation to Crisis Loss of Control Violence
Potential
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Beating the Hostility Game
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Overview of the De-fusing Process

• The CARP System
• Control (get them to stop listen)
• Acknowledge (ID feelings)
• Refocus (agree to work on problem)
• Problem-Solve (ID problem look for solutions)

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Principles of Defusing

• Principle 1 Deal with the feelings first.
• Principle 2 Avoid coming across as bureaucratic.
• Principle 3 Each situation is different.
• Principle 4 Strive to control the interaction.
• Principle 5 Begin defusing early.
• Principle 6 Be assertive, not aggressive or
  passive.

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• Principle 7 If you lose control of yourself,
  you lose.
• Principle 8 If you focus on it, youll get more
  of it!
• Principle 9 Dont supply ammunition.
• Principle 10 Dont ask questions for which you
  dont want to hear answers.
• Principle 11 Avoid inadvertent errors.
• Principle 12 Avoid high risk, high gain
  behavior.

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The Art of Self-Control

• Tactic 1 Identify your triggers
• Tactic 2 Slow down your responses
• Tactic 3 Take a time out
• Tactic 4 Im better than that
• Tactic 5 Im not getting suckered

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The Art of Self-Control

• Tactic 6 I wont pay the price
• Tactic 7 Put on their shoes
• Tactic 8 Observing
• Tactic 9 Preparing
• Tactic 10 Humor
• Tactic 11 Venting/not venting

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Control Acknowledge

• Starting off Successfully
• The way interactions begin can affect the levels
  of hostility that develop.

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• Use the Greeting
• Eye contact
• Posture
• Tone of voice
• Content
• Acknowledgement
• Effective timing
• Generate Rapport
• Remember Names

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• Use Empathy Statements
• Usually short and to the point
• Allow the customer to respond
• Use the broken record technique
• Dont use the word but
• Dont restate the obvious
• Be careful of your tone
• Dont use I

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• Listening Responses
• Five types of listening
• Ignoring
• Pretend
• Selective
• Active
• Empathic

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Control AcknowledgeCountering Non-Verbal
Intimidation

• The Stand-Up Shuffle
• Confrontational Positioning
• Less Confrontational Positioning
• Right Angles
• Side by Side

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• Distraction
• Combine with Stand-Up-Shuffle
• Break eye contact and redirect

• Equalizing Height
• Dont invade personal space

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Control AcknowledgeAssertive Limit Setting

• Describe the Unacceptable Behavior
• Request Behavior Change
• State Consequences
• Use Cooperative Language
• Use Enforceable Consequences
• Offer Choices

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• Enforce Limits
• Refer to the limits stated previously
• Request they comply with the consequence
• Offer further help

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Control AcknowledgeTime-Out

• Disengaging
• allows for time for customer to reflect
• allows you time to reflect and regain control
• Use plausible reasons
• Variations

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Control AcknowledgeReferring to Supervisor

• Determine you arent getting anywhere
• Ask/offer to let customer speak with supervisor
• Notify supervisor away from customer
• Explain situation to supervisor (privately)
• Supervisor makes contact
• Supervisor explains his/her understanding of
  situation
• Supervisor uses CARP techniques

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• Planning for the Referral
• When does the supervisor want to be involved?
• What does the supervisor want to know about
• beforehand?
• When will they be available for referrals?
• Any particular mechanics preferred?

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Refocus

• Transition from dealing with emotions to dealing
  with the actual problem

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Problem Solving

• What is Problem Solving?
• Arriving at a decision regarding what you will do
• Taking into account the rules and the concerns of
  the client

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Problem Solving Steps

• Define Customers Concerns Problem
• Provide Information
• what you can cant do
• why you cant do what is desired
• Offer Alternatives Suggestions
• Follow-Through
• Create Agreement

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Telephone Hostility

• Use a Stronger Tone
• Use a Very Quiet Tone
• Stress the More Obvious Word
• Use other Relevant Tactics

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Intoxicated People

• Work to Termination
• Keep it Simple

Difficult Surroundings

• Provide Reading Material
• Re-evaluate Your Environment
• Remove the Audience

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Cultural Issues and Conflict

• Perception of Government
• Communication/Tone of Voice
• Interpersonal Distance
• Eye Contact
• Language

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Cultural Issues and Conflict

• Avoid Stereotyping
• Observe Carefully and Be Open to Learning
• Dont Yell
• Be Patient and Show Understanding

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For Managers Supervisors

• Model Appropriate Behavior
• Support Skill Building
• Debriefing with Staff
• Recognize Appropriate Behavior
• Conduct a Safety Audit
• Create Policy on Violence
• Communicate Safety Policy
• Communicating/Explaining other Policies to Staff
• Effective Reversing of Employee Decisions

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Trouble Occurs

• Assault on a State Employee
• 14-33. Misdemeanor assaults, batteries, and
  affrays, simple and aggravated punishments.
• (c) Unless the conduct is covered under some
  other provision of law providing greater
  punishment, any person who commits any assault,
  assault and battery, or affray is guilty of a
  Class A1 misdemeanor if, in the course of the
  assault, assault and battery, or affray, he or
  she
• . . . (4)Assaults an officer or employee of the
  State or any political subdivision of the State,
  when the officer or employee is discharging or
  attempting to discharge his official duties
• (discretionary fine and up to 60 days
  imprisonment if no priors)

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Serious Trouble Occurs

• Assault with a Deadly Weapon
• 14-34.2. Assault with a firearm or other
  deadly weapon upon governmental officers or
  employees, company police officers, or campus
  police officers.
• Unless a person's conduct is covered under some
  other provision of law providing greater
  punishment, any person who commits an assault
  with a firearm or any other deadly weapon upon an
  officer or employee of the State or of any
  political subdivision of the State, a company
  police officer certified pursuant to the
  provisions of Chapter 74E of the General
  Statutes, or a campus police officer certified
  pursuant to the provisions of Chapter 17C or
  Chapter 116 of the General Statutes, in the
  performance of his duties shall be guilty of a
  Class F felony.
• (discretionary fine and presumptive minimum
  sentence between 13 and 16 months)

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• Mary Penny Thompson
• [phone]