Dealing with Angry Individuals

Hazards Present	Controls or Devices Required	Additional Training Requirements
Violence / Harassment Weapons	Cell Phone Working Alone App Review of Work Alone Rules Review of Workplace Harassment Policy Review of Workplace Violence Prevention Policy	First Aid Training Qualico’s Workplace Harassment Policy Qualico’s Violence Prevention Policy

Emergency Response Procedure
Alerting Procedure: OFFICE: Press the Security Assistance button on the phone or the “Short Cut to Help Icon” on the right side of the desktop when an individual becomes angry and verbal. This can include shouting, demanding, emotional outbursts or unreasonable demands. OFFICE: If the individual becomes violent, threatens to become or is demonstrating violent behavior to you or another Worker, press the 911 button. This can include threats, swearing, pounding on the counter, leaves the front desk area for the offices. FIELD: If the individual is angry, remove yourself into an open area and contact your designated work alone buddy. FIELD: If the individual has become violent, call 911 and wait for further instructions from emergency services. Please refer to your regional emergency response plans for specific emergency response contacts. Procedure for Dealing with Angry Individuals: If possible, attempt to get assistance from your Manager or Supervisor to take over the situation immediately. If you are unable to get support when an individual becomes angry, follow these steps. Remain Calm. When an individual is becoming aggravated or upset, maintain your composure and act professionally. Don’t Take It Personally. There are many unknowns when dealing with an angry or violent person. Show empathy and patience and remember they are not upset with you personally. Use Your Best Listening Skills. Listening patiently can defuse a situation when the customer feels acknowledged in their complaint. When they are done talking, summarize what you’ve heard and ask any questions to further clarify their complaint. Actively Sympathize: In any situation where an individual is upset, they may be seeking understanding from someone as to where they are coming from and how they feel. Express sympathy regarding their unpleasant experience. Respect and understanding go a long way toward smoothing things over. Whether what they are saying is founded or not, an apology can be effective. A simple straightforward statement is often what’s needed. Find A Solution. Once you understand why the individual is upset, let them know you will speak to your manager and that one of them will be in touch as soon as possible. Take a Few Minutes Individually on Your Own. After the situation has been resolved, it is helpful for you to take a “time-out.” Even if you handled the situation in the most professional way possible, its still a stressful experience.

Emergency Response Procedure

Alerting Procedure:

OFFICE: Press the Security Assistance button on the phone or the “Short Cut to Help Icon” on the right side of the desktop when an individual becomes angry and verbal. This can include shouting, demanding, emotional outbursts or unreasonable demands.
OFFICE: If the individual becomes violent, threatens to become or is demonstrating violent behavior to you or another Worker, press the 911 button. This can include threats, swearing, pounding on the counter, leaves the front desk area for the offices.
FIELD: If the individual is angry, remove yourself into an open area and contact your designated work alone buddy.
FIELD: If the individual has become violent, call 911 and wait for further instructions from emergency services.

Please refer to your regional emergency response plans for specific emergency response contacts.

Procedure for Dealing with Angry Individuals:

If possible, attempt to get assistance from your Manager or Supervisor to take over the situation immediately. If you are unable to get support when an individual becomes angry, follow these steps.

Remain Calm. When an individual is becoming aggravated or upset, maintain your composure and act professionally.
Don’t Take It Personally. There are many unknowns when dealing with an angry or violent person. Show empathy and patience and remember they are not upset with you personally.
Use Your Best Listening Skills. Listening patiently can defuse a situation when the customer feels acknowledged in their complaint. When they are done talking, summarize what you’ve heard and ask any questions to further clarify their complaint.
Actively Sympathize: In any situation where an individual is upset, they may be seeking understanding from someone as to where they are coming from and how they feel. Express sympathy regarding their unpleasant experience. Respect and understanding go a long way toward smoothing things over.
Whether what they are saying is founded or not, an apology can be effective. A simple straightforward statement is often what’s needed.
Find A Solution. Once you understand why the individual is upset, let them know you will speak to your manager and that one of them will be in touch as soon as possible.
Take a Few Minutes Individually on Your Own. After the situation has been resolved, it is helpful for you to take a “time-out.” Even if you handled the situation in the most professional way possible, its still a stressful experience.