Frontline council workers often face some of the toughest and most unpredictable interactions in their roles. Navigating tense situations with professionalism, calmness, and confidence is crucial.
This feedback comes from someone on the front line, managing a potentially volatile encounter with skill and composure after completing a recent training session. Thank you for sharing 🙏
"I had a potentially difficult customer. As I was at his vehicle he approached in a defensive manner. I did not react. I greeted him and explained why I was at his vehicle.
Within a minute there were 6 people present - I was unaware I was outside a support hub for persons of difficult backgrounds.
These additional persons claimed to be support people. I advised them that was fine to observe but I did not require their interaction as I am talking with the driver who is fully responsible for the vehicle and the issues I raised.
In the background were an additional 2 males, one was firing insults towards me. I did not react/did not even look his way.
As I discussed with the driver the issues his attitude changed to more reasonable as I focused completely on him and lowered my volume. He responded in kind and 4 of the support persons dispersed as they realised I was not engaging with their interruptions.
The remaining 2 support persons then departed indoors.
As I continued the conversation with the driver, he became less agitated and started to offer explanations as to why his situation was as it was. In the end, he walked away with a warning and with caution that in future he will receive live infringements. He agreed and said thank you.
I believe the skills I have gained went all the way to change this situation from potentially flammable to an agreement with a driver that he is responsible and will look into sorting out his non-compliant vehicle.
I just took the situation as it occurred, remained calm and responded directly with thought as to what I say and how it may sound.
I am silently proud of the outcome as it could have taken a very different direction if I had tensed up due to the outnumbering of persons and the criticism from a third party. The situation could easily have felt overwhelming.
I feel confident going forward that I can handle any interaction and avoid conflict/confrontation. I am in control of my responses and the timing I choose, I set the pace of the interaction without pressure or trying to assess how it will unfold.
Very happy with my learnings Lance and the tools you have provided that I now have in my personal toolbox. I can go forward with confidence that I can handle awkward and difficult situations just by being calm and putting awareness in place that I can handle the public in a positive manner at all times.
I am determined to enhance these learnings and look forward to developing a stoic mindset that serves me and my public role."
Feedback On Our De-escalation Programme