Why do people seem so angry?

 

Over the last few years people seem to have got angrier and more aggressive. Historically, people were more likely to give it to staff with both barrels over the phone as you were a faceless person telling someone that they cannot have what they want, when they want. When we have no choice in supplier – councils and water companies for example, this tends to heighten people’s aggression as they feel trapped and frustrated.

Now face to face abuse, violence and aggression is on the increase across several sectors. From GP surgeries to hairdressers, the parents of children at schools and even towards children’s sports referees who recently staged a strike because of the violent reactions they were experiencing from parents.

Research from the Institute of Customer Service reports that 45% of service staff experienced hostility from the public in the 2nd half of 2022, a rise of 10%. Criminal violence in GP surgeries has doubled in five-years and more generally, those interacting with the public have seen a 6% rise in abuse and 27% increase in assault.

Why?

  • Prior to the pandemic people felt  isolated and a reliance on technology led to less social interaction
  • The lockdowns heightened this feeling of isolation
  • The media – bad news sells!
  • Expectations are greater – if I can get a home delivery when I want, why can’t I see my hairdresser, GP, or dentist exactly when I want?
  • We moved straight from a global pandemic to petrol  shortages/recession/cost of living crisis and war

Change triggers loneliness, mental health issues and stress all of which increases anger, and frustration – cast your minds back to when supermarkets had one-way systems which they would change overnight, in pubs – when you could/could not stand up, had to eat a meal /didn’t have to have a meal /what constituted a meal?

There is no excuse for aggression but anything that increases stress increases anger and frustration.

When the good times roll, it is easy to be nice

How can we defuse this……

It is worth considering what the other person may be experiencing – this can be split into four distinct areas to help your staff.

Frenzy – this maybe mental health issues or drug / alcohol dependency and, generally, once the person has let off steam, they will not remember the event

Fear – when people are frightened, it can often manifest itself as aggression

Criminal – this is where the person knows they are in the wrong but try to justify their own mistake by being rude to someone else

Tantrum – where it has nothing to do with you, but you are the straw that broke the camel’s back during a bad day/week/month

To lessen the chances of challenging customers

  • Ensure there is transparency in what you do – make it easy, no hidden clauses in terms and conditions
  • Provide a consistently good service so when things do go wrong, the customer is more likely to forgive
  • Explain and communicate changes – adults are more likely to accept when they know why changes are taking place

Remember LARA

Listen – actively and empathically!

Acknowledge – do not deny the person feels there is a problem, appreciate what they are saying

Respond – using ‘magic’ rather than ‘tragic’ language by focusing on what we can do rather than what we cannot and taking out negative phrases

Action – do what you said you would, and if you can’t, let the person know

To support your staff in diffusing challenging customers, contact us to arrange a workshop designed to meet your specific business needs.

Who’s Zooming Who? (The Sequel)

 

This time last year I published an article about the advantages and disadvantages of on-line/virtual training. Now with many Zoom training sessions under my belt, experience allows a more considered opinion.

I miss face-to-face interaction (like many over the last 12 months). However, on-line training has its advantages and potential cost savings for the client – particularly when participants are spread out geographically.

The stress of travelling (and getting up at dawn) has been replaced with crossing fingers and toes for strong broadband. Lugging training materials up 4 flights of stairs and re-arranging furniture in the training room has been replaced with working out the array of Zoom functions.

What subjects have worked virtually?

  • Effective Communication Skills
  • Dealing with Difficult People
  • Welcome to a Management Role
  • Positive Appraisals
  • Managing Change

Why?

  • Using imagination to bring training to life online for different learning styles
  • Breakout rooms allow sharing experiences and practising exercises
  • Participants appear less anxious about group interaction by being able use the ‘chat’ facility rather than speaking to the whole group
  • Short, sharp 3hr sessions as a one off or with modules delivered over a period of time, ensure participants are not overwhelmed and learning is imbedded

Now, more than ever, your greatest asset, your people, will benefit from training/development. Rather than wait for the ‘new normal’ why not discuss your needs either on-line or face to face – my details are below:

Email: annie@muladysolutions.co.uk or Call: 01628 475988/07920 104940