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?

Verbal Aggression

Levels of Anger

Early Intervention and Engagement

Managing Conflict

Body Language

Reporting and Recording

Things to consider

What is Aggression

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

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

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Factors Contributing to Aggression

They think you are...

They feel...

They could be/have...

Rude

Embarassed

History of violence

Patronising

Ignored

Mental Illness

Making them lose

Emotional

Under the influence

Not empathetic

Frustrated

Lack of social skills

Unsupportive

Mistreated

Aversion to authority

Not in control of their spend/losses

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Frustration

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.

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.

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

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Training Content

What is aggression?

Verbal Aggression

Levels of Anger

Early Intervention and Engagement

Managing Conflict

Body Language

Reporting and Recording

Things to consider

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

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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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Early Intervention & Engagement

Approach/Attitude & Control

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Training Content

What is aggression?

Verbal Aggression

Levels of Anger

Early Intervention and Engagement

Managing Conflict

Body Language

Reporting and Recording

Things to consider

Verbal Aggression

Remain Calm

Communication

Talk Calmly & Quietly

Empathy & Active Listening

Get Information

Resolution

Recovery

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Training Content

What is aggression?

Verbal Aggression

Levels of Anger

Early Intervention and Engagement

Managing Conflict

Body Language

Reporting and Recording

Things to consider

Understanding Levels of Anger

Home

Training Content

What is aggression?

Verbal Aggression

Levels of Anger

Early Intervention and Engagement

Managing Conflict

Body Language

Reporting and Recording

Things to consider

Body Language

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.

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.

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Training Content

What is aggression?

Verbal Aggression

Levels of Anger

Early Intervention and Engagement

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.

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

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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Making Things Worse

Make them feel Threatened

Block Their Exit Path

Personal Space

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Making Things Better

Listen/Talk/Commuincate

Try to offer a resolution

Exit strategy

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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:

Evaluate

Interact

Identify

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

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Responsible Gambling

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

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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Training Content

What is aggression?

Verbal Aggression

Levels of Anger

Early Intervention and Engagement

Managing Conflict

Body Language

Reporting and Recording

Things to consider

Reporting and Recording

Write

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Training Content

What is aggression?

Verbal Aggression

Levels of Anger

Early Intervention and Engagement

Managing Conflict

Body Language

Reporting and Recording

Things to consider

Things to Consider

Never

Always

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Things to Consider

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

Use security control measures if you feel in danger

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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.