Introduction To Conflict Management

What is workplace violence?

Workplace violence is violence or the threat of violence against workers. It can occur at or outside the workplace.

Any incident in which a person is:

•             (verbally) abused

•             Threatened or

•             Assaulted

Risk Assessment and Dynamic Risk Assessment

What is risk assessment?

Risk assessment is the first step in the process of developing a safe working environment. Risk can be defined as the severity of a hazard multiplied by the likelihood of the hazard arising.

The main risks faced by staff on a general basis:

o             Dealing with people who may be under the influence of alcohol

o             Who might be involved in drug misuse

o             Enforcement of licensing laws and house rules

o             Refusal of service for a range of reasons

o             Criminal activity on the premises

Conflict management in retails is extremely vital for security officers to understand and practice. Conflicts can occur at any moment, either as a spur of the moment situation, or after a build-up of smaller events that take place. The ability to detect, handle and resolve any type of conflict is vital for maintaining security and protection of environments. Disputes can happen anywhere, from a small workplace to a densely-populated area where innocent bystanders may be at risk.

In conflict situations, you must be fully aware that at any point customers can get verbally abusive or perhaps get physical.  

Using Verbal and Non-Verbal Defusion techniques

Using Verbal and Non-Verbal Defusion techniques

Say sorry – find a reason

Make a positive response:

• Needs to be appropriate to show you are listening
• “Let me go and check”
• “How can I help”
• Empathise non verbally and verbally

Inform don’t Threaten –be assertive but not aggressive

Let them Vent – they cannot hear you when they are talking

Explain what can be achieved

Say sorry

• Direct: “I apologize that we did not get back to you on time.
• Blameless: “I’m sorry that you are frustrated – let’s see if we can sort this out for you.
• Fake: “It sounds like we owe you an apology.”