CHALLENGING BEHAVIOURS: DEALING WITH THE UNCO-OPERATIVE CLIENT
We have been caught up in a worldwide pandemic since February 2020. Many people are finding their tolerance for requirements and rules which prevent them going about business in the usual way is being severely stretched. Social distancing, using QR check-in codes and mask wearing are just some of the directives we have become accustomed to over the past 18 months. While a vast majority of the community accept health and police directives, some find it harder to comply and challenge the wisdom of the authorities. Consequently, it is not surprising that while providing JP services, you may meet some clients who refuse to comply with lawful directions and become unco-operative, angry or frustrated. Knowing how to handle these situations and other difficult behaviours will help you service the community with minimum disruption. Here are some handy tips to assist you whenever you find yourself dealing with angry, frustrated or uncooperative clients and help you to diffuse the situation.
QJA Quarterly
Tip 1: Choose your attitude Providing JP services is a very important job and should be conducted in a professional manner, so it is important that you are in the right mindset to offer your services in any setting. Presenting yourself in a confident, professional and polite manner will help set the scene for a good experience for you and your clients. These non-verbal cues will reflect the attitude that you are there to be helpful. Tip 2: Active listening If a client refuses to comply with lawful directives, such as wearing a mask, using hand sanitizer or checking in with the QR code, give them an opportunity to explain themselves. Actively listen to what they are saying. This means that you should let them speak, don’t interrupt, and show them that you take their concerns seriously.
Spring 2021| 16
