CHALLENGING BEHAVIOURS

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.

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.

Leaning in and making eye contact will show that you are interested in what they are saying without declaring whether you agree with the client or not. Paraphrase what they have said to demonstrate that you have listened to their point of view and that you are focusing on this individual client.

Tip 3: Keep calm and lower your voice

Keeping calm is essential when dealing with a challenging client. It is imperative that you avoid letting your emotions take over as this will only serve to escalate the situation.

If you feel that the client is provoking you, take a few deep breaths and adopt a slow and steady rhythm. It is important to remember not to take the client’s behaviour personally. They are frustrated with a situation not with you, although you may appear to represent the authorities that are the cause of the client’s discontent.

Tip 4: Build rapport with empathy

Build rapport through empathy and acknowledge their feelings. When someone is firing aggressive or emotive language at you, it’s easy to roll your eyes and dismiss them. But disregarding a client’s feelings may inflame the situation. It’s crucial that you acknowledge their emotions - whether or not they’re justified - so your client feels like they’ve been truly heard. Try using statements such as:

“I understand this situation is frustrating for you.”

“I understand this has caused you stress and concern.”

Often, just acknowledging their feelings will be enough to calm them down and enable you to move forward.

CHALLENGING BEHAVIOURS: DEALING WITH THE UNCO-OPERATIVE

Tip 5: Establish control with the facts

It is good practice to refer to the facts. Explain to the client that you have asked them to don a mask, use hand sanitizer, and/or maintain social distancing, because you, the JP or Cdec, are also obliged to comply with lawful health and police directives. You can point to physical notices and or refer to relevant websites to back up your position. It is good practice to refer to the facts.

Reminding the client that you have to comply with the rules as well, will highlight the fact that you are not the person responsible for making the rules but are in a similar position to the client. Establishing that you have things in common can help generate feelings of empathy and understanding.

Tip 6: Act quickly and know when to give in

Once you have listened to the client, and asked any clarifying questions, establish what you can and can’t do about their situation. Remember, it is the client’s problem, not yours. It is best if you can help the client to resolve the issue themselves.

If, after appropriate discussion, you are unable to provide the service requested, then it is time to disengage. Make it clear that you are unable to proceed and advise the client about how to contact other JPs or Cdecs via the ‘find a JP portal’ on the QJA website. Remember that you provide your services on a voluntary basis and are not compelled to provide services where you feel unsafe or threatened.

Tip 7: Keeping safe

Where possible, endeavour to provide your services in a private setting, as to some, being disruptive or unco-operative in a public place can act as an invitation for exhibitionism and attract on-lookers.

If you provide services in a public place, such as a shopping centre, interactions between you and your client may be on public view. It is important to be aware of your surroundings and ensure that you can attract assistance if and when needed, particularly if the client’s behaviour is escalating. Keeping the phone number for centre security or local police handy will provide a level of comfort if you feel threatened.

It is worth remembering that passers-by and on-lookers can capture your words and actions on a mobile device. On one hand this can be a good thing, as it supports your actions in dealing with the client. On the other hand, reputations have been tarnished by interactions caught on video and splashed across social media.