What strategies can be used when dealing with aggressive Behaviours?

What strategies can be used when dealing with aggressive Behaviours?

Preventing aggression

• Do not invade ‘personal space’ unless you are applying first aid.
• Keep other clients from becoming involved.
• Be calm and speak slowly and clearly while keeping communications short, simple and to the point.
• Be patient, and repeat information where necessary.
• Personalise your communications.

What techniques can you use when working through a situation with an aggressive customer?

Pay attention to what the customer is saying and try to understand their concerns. Ask appropriate questions but avoid interrupting and allow them to say all they need to say. Sometimes simply allowing someone the opportunity to vent can alleviate their frustration.

How do you calm an aggressive client?

DON’T

1. Challenge or threaten the client by tone of voice, eyes or body language.
2. Say things that will escalate the aggression.
3. Yell, even if the client is yelling at you.
4. Turn your back on the client.
5. Rush the client.
6. Argue with the client.
7. Stay around if the client doesn’t calm down.

How do you calm down an angry customer?

How to Deal with Angry Customers

1. Remain calm.
2. Practice active listening.
3. Repeat back what your customers say.
4. Thank them for bringing the issue to your attention.
5. Explain the steps you’ll take to solve the problem.
6. Set a time to follow-up with them, if needed.
7. Be sincere.
8. Highlight the case’s priority.

How do you calm a defuse situation?

11 Hacks To Help You Diffuse Tense Situations

1. Have Open Body Language.
2. Address The Other Person’s Concerns.
3. Make An Approach, Don’t Confront.
4. Practice Active Listening.
5. Use “I” Statements.
6. Use Conflict As A Growth Tool And Own Up To Your Mistakes.
7. Don’t Take It Personally And Address Issues As They Come.

How would you deal with a difficult client?

8 Ways to Deal With a Difficult Client

1. Choose your words carefully.
2. Add FroMLE to the end of ignorant statements.
3. Be very specific, use measurables.
4. Acknowledge, but don’t agree.
5. Pin down the outcome.
6. Use visual reminders and document it.
7. Recognize a real personality conflict.
8. Fire them.