Difficult or aggressive behaviour in a workplace can increase stress, lower productivity, damage morale, and do great harm to your company’s image. There is a simple method however that can be used to defuse anger and aggression.
It is easily remembered by using the acronym “LASSIE”.
The L. stands for LISTENING actively to the person; in their fragile state they’ll sense immediately if you’re just going through the motions.
You should also ACKNOWLEDGE their situation, their problem or their point of view.
The first S in LASSIE is to SEPARATE the person from others; this enables the aggressor to talk openly about their problem without disturbing other customers or people.
SITTING the aggressor down will help to ease the tension and take away a large element of confrontation.
Next you should INDICATE possible solutions or options that are open to the aggravated client and then ENCOURAGE them to try one of these options.
When an upset customer feels that they have had their complaint taken seriously and they have been handled professionally, they are far less likely to maintain their rage.
So if you are confronted with an aggressive and angry customer remember LASSIE:
INDICATE a solution and
ENCOURAGE them to try a suggested option
Further information on this approach to handling aggressive behaviour in the workplace can be found on this 15 minute training program.