Conflict Management

Conflict Management Training

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Introduction

Conflict management is an umbrella term for the way we identify and handle conflicts fairly and efficiently. The goal is to minimise the potential negative impacts that can arise from disagreements and increase the odds of a positive outcome.

This training document will cover;

• What is aggression?
• Early Intervention and Engagement
• Verbal Aggression
• Levels of Anger
• Body Language
• Managing Conflict
• Responsible Gambling
• Reporting and Recording
• Things to consider

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Training Content

What is aggression?

Early Intervention and Engagement

Verbal Aggression

Levels of Anger

Managing Conflict

Body Language

Reporting and Recording

Things to consider

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What is Aggression

Any act of aggression, physical assault, threatening or coercive behavior that causes physical or emotional harm in a work setting.

Aggression is any behavior, including verbal events, which involves attacking another person, or object with the intent of harm. Similarly, violence is intentionally using physical force to hurt or damage someone or something.

Aggression in the Workplace

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Factors Contributing to Aggression

They think you are...

Patronising

Rude

Not in control of their spend/losses

Emotional

Ignored

They feel...

Making them lose

Embarassed

Not empathetic

Frustrated

Mistreated

They could be/have...

Aversion to authority

Lack of social skills

Under the influence

Mental Illness

History of violence

Unsupportive

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Frustration

Always be aware of frustration, it comes from many causes, not always things you know about.

Customers will take their frustrations out on the machines, the door, TV's etc, as these objects do not respond to them, they have no empathy unlike our colleagues.They cannot have a logical human relationship with these things, so hitting/slamming/breaking it does not matter to them.

Frustration is a common emotional response to anger, annoyance and disappointment. Frustration comes from the lack of fulfilment of an individual's will or goal and is likely to increase when a will or goal is denied or blocked.i.e. a customer is losing on the machines, one football team has let them down, horse has fallen, bet wasn't on in time, price has changed.

Training Content

What is aggression?

Early Intervention and Engagement

Verbal Aggression

Levels of Anger

Managing Conflict

Body Language

Reporting and Recording

Things to consider

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Early Intervention & Engagement

It is harder to be mean to someone you know!

Have a chat

Meet & greet

Smile & say hello

Get to know them

Smile & say hello

Positive & welcoming attitude

▪ Wear a jacket or coat to cover the logo on your uniform, if displayed, will make you a target for an opportunist. ▪ Don’t carry cash in a shoulder bag. ▪ Leave your personal belongings in the shop (purse, credit cards, mobile).

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Early Intervention & Engagement

The way you act to a situation will have a direct affect on the way the customer reacts.Put yourself in the customers shoes. If you were frustrated because of a series of losing bets/machine play, losing control, you would likely not appreciate a colleague being unsupportive, shouting at you to stop, getting angry at you. What you would need is someone to offer you support, be empathetic, address you in a calm demeanour. This will have a better outcome to the situation.

Always try to be aware of what is going on in your shop. Be aware of the customers behaviour and try to interact before the problem escalates out of control.

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Approach/Attitude & Control

Early Intervention & Engagement

Make eye contact

Approach slowly, if safe to do so

Be positive, try to help, offer information and solutions

Smile, use open palms Remain polite, calm, firm and respectful

Use this opportunity to distract the customer from the issues, talk about the weather, football , offer refreshments

Take the 'problem' seriously It might not matter to you but it matters enough to them

Training Content

What is aggression?

Early Intervention and Engagement

Verbal Aggression

Levels of Anger

Managing Conflict

Body Language

Reporting and Recording

Things to consider

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Verbal Aggression

Remain Calm

Communication

Talk Calmly & Quietly

Empathy & Active Listening

Get Information

Resolution

Recovery

Remember that words can and do hurt. 99% of the time words do just wash off us – but sometimes they hit home and hurt. Colleagues often say ‘Just ignore it’ but it can be easy advice that’s hard to take.

Training Content

What is aggression?

Early Intervention and Engagement

Verbal Aggression

Levels of Anger

Managing Conflict

Body Language

Reporting and Recording

Things to consider

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Understanding Levels of Anger

Training Content

What is aggression?

Early Intervention and Engagement

Verbal Aggression

Levels of Anger

Managing Conflict

Body Language

Reporting and Recording

Things to consider

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Body Language

As a sign of agreement and understanding, nod your head. Eye contact is also important. Give the other person your full attention and smile. Open body language, such as standing up straight and not making yourself small, can also help to create a feeling of connection.

Conflict management is an inevitable part of our daily lives, whether in the workplace, at home, or in personal relationships. While verbal communication is important in resolving conflicts, non-verbal communication, or body language, can play a crucial role in resolving disputes and improving relationships.

One of the most crucial ways body language can aid conflict management is by conveying sincerity and openness. In conflicts, individuals may be wary of the other party’s intentions, and verbal communication alone may not be enough to convince them otherwise. However, body language such as making eye contact, using an open posture, and leaning forward while speaking can signal honesty and foster trust. It can help to convey that one is genuinely interested in resolving the conflict and is open to understanding the other party’s perspective. Additionally, body language can also help to de-escalate tensions during a conflict. In situations where emotions are running high, verbal communication can often exacerbate the situation. In contrast, body language can convey a sense of calm and understanding, helping to diffuse tensions.

Training Content

What is aggression?

Early Intervention and Engagement

Verbal Aggression

Levels of Anger

Managing Conflict

Body Language

Reporting and Recording

Things to consider

Managing Conflict

As a situation escalates, emotional changes within a person are signalled in several ways

• Body Language
• Posture
• Proximity
• Voice

Try to spot these changes. They are effective early warning signs to the fact that you are in danger.

The fight or flight response is an automatic reaction to an event that is perceived as stressful or frightening. The perception of threat triggers a response that prepares the body to fight or flight.

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Everybody responds differently and until you are in a confrontational situation, you may not know how you will react.

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Making Things Worse

Personal Space

Make them feel Threatened

Block Their Exit Path

Continue to make them feel threatened; The aim is to de-escalate the situation and attempt to communicate with the aggressor in a way which results in them feeling heard and supported. Do not aggravate as this will make the sitation worse.

Personal space; During a confrontation, when you start to invade the personal space and intimate area, emotions often start to ramp up. Keep your distance!

Block their exit path; The aggressor may want to leave once they have made their point, or see that you are not intimidated by their aggression. Sadly on occasions ‘macho’ attitudes mean that the aggressor will continue the intimidation rather than loose face. Try and give them a way out that leaves their pride intact.

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Making Things Better

Listen/Talk/Commuincate

Try to offer a resolution

Exit strategy

Listen/Talk/Commuincate; Really listen to what they are saying, focus your attention on them. Use non-verbal cues e.g. nodding the head, repeat what they have said, to show that you have understood. Talk calmly, it isn't just what yo usay - it is the way you say it! Maintain eye contact.

Try to offer a resolution; Acknowledge their feelings, try to see things from their point of view. Build a rapport. Do something - don't ignore a situation as it will likely get worse if no support of resolution is considered.

Exit strategy; Get assisstance from a colleague if needed. Use your experiences to difuse the situation. Remember your safety comes first. Do no put yourself or others in danger.

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Evaluate

Interact

Identify

Responsible Gambling

A customer interaction is our opportunity to converse with a customer regarding their current gambling activity.

Our 3 stage, structured approach to Customer Interactions is:

The 2 main reasons we would interact with a customer is:1. Change in Betting Pattern/Behaviour2. Upon receiving an affordability email.

Responsible Gambling

Once you have completed the interaction with the customer it must be logged via the SRR page on the Compliance Hub. It is best to do this whilst the conversation is fresh in your mind.

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Safer gambling leaflets are tools to assist you with your interaction, make the customer aware of additional tools that are available.

Training Content

What is aggression?

Early Intervention and Engagement

Verbal Aggression

Levels of Anger

Managing Conflict

Body Language

Reporting and Recording

Things to consider

Home

Reporting and Recording

Write

It is important to report any physical threats, damage to property, verbal assault and any incident in which an employee is threatened, abused or assaulted by a member of the public in circumstances arising out of the course of their job.

Reports made by shop colleagues are used for evidence, investigations and to alert those concerned of the incident that has occurred. The reports are used for Health and Safety, Personal Safety and The Law. For example; protection, injunctions and bans.

Log the report as soon as the incident has occurred completing the incident and accident report form on the compliance hub. The report must be factual and fully completed. Also contact your area team to make them aware.

Training Content

What is aggression?

Early Intervention and Engagement

Verbal Aggression

Levels of Anger

Managing Conflict

Body Language

Reporting and Recording

Things to consider

Next Page

Things to Consider

Never

Always

▪ Wear a jacket or coat to cover the logo on your uniform, if displayed, will make you a target for an opportunist. ▪ Don’t carry cash in a shoulder bag. ▪ Leave your personal belongings in the shop (purse, credit cards, mobile).

Retaliate Lose your temper Be sarcastic Mock Use humour Forget to report the incident

Remain calm Listen Be empathetic Remain alert Be aware of situations that could arise Try to offer a resolution

The End

Things to Consider

Use security control measures if you feel in danger

Your personal safety comes first! This is a life skill - not just a job skill.

Training Sign Off

Thank you for taking the time to complete this training. Click on the link below and complete the forms to confirm your understanding of this training.If you have any concerns, queries or issues in shop please contact a member of your Area Team.

Remain calm, distance, body language and tone of voice.

Never

Answer Back in KindLose your temperBe sarcastic or mockUse humour Forget to record the details

Dealing with Extreme Anger

• Ask the to calm down
• Let them vent thier anger
• Use active listening - write things down
• Call a colleague over to assist
• Warm them

Use the panic alarm if you feel you need to, call the police

Remember Remain Calm Talk Slowly Keep Your Patience Think about your tone of voice Your colleagues are with you