Geschreven door Jan-Hendrik Vervelde | February 24, 2016
"I’ve had it up to here! Why can no one give me a normal answer!?" The front desks of town halls have to deal with frustrated citizens every day, while aggression towards retail staff is on the rise as well. That’s why handling aggression and frustration is a very important skill. In this article, we consider three effective methods.
Aggression often starts out verbally, but in the worst case scenario it can be physical as well. It is important to look at the intention behind the aggression. Two forms of aggression often occur: frustration aggression and instrumental aggression. When confronted with aggression, both forms require their own approach. Nevertheless, when the threat becomes fysical, a third method should be applied.
Frustration aggression and the triple A-method
Aggression as a result of frustration is often aimed at an organisation or a situation, not at a specific employee. However, it’s an unpredictable and frequent form of aggression. Even though it requires a build up of multiple layers of frustration, contact with your organisation could be the last drop that made the cup run over, even if you have acted with good intentions. The first line of this blog is a good example. In our trainings we use the triple A-method to de-escalate frustration:
- Attention: pay attention to the individual, and let him or her let off some steam.
- Acknowledgement: Acknowledge the individual’s emotion and repeat the complaint.
- Answer: give a solution and confirm procedure.
Instrumental aggression and the sandwich method
Some people use aggression deliberately in order to get what they want. This form of aggression does not occur as often as frustration aggression, but is definitely not less dangerous. The person is totally in control of themselves and tries to increase (emotional) pressure. “If you don’t do this right now, someone might get hurt...” Even though it’s not personal, the aggression focuses on a specific person: your employee. Therefore, it’s very important that they are able to use the sandwich method correctly. In this type of situation, the sandwich looks like this:
Start on a positive note and mention that you’re willing to help
Name the aggressive behaviour and do not let yourself be intimidated
End on a positive note and work towards a solution
Setting limits with physical aggression
At the moment that the aggression turns physical, it’s important to set clear limits. Name the behaviour and your feelings in the first person. Do not go into discussion, but simply repeat your boundaries. These may differ for each individual but it might be wise to agree on a collective boundary with colleagues. For example: when the aggressor reaches over the desk, security will be called. Stay calm, but be aware of your escape route and keep your distance.
In our case study about DIY chain Praxis, you'll find out how they trained their staff in handling aggression. Read it below!