Dealing with Difficult Situations and Setting Boundaries

Slides:



Advertisements
Similar presentations
Building A Safe Workplace: Preventing Workplace Violence.
Advertisements

Emergency Preparedness  Disasters can Paralyze a Facility and Block Critical Resources  Hospitals Face Many Types of Disaster…
Dealing with Angry Patrons
Department of Health and Human Services Centers for Disease Control and Prevention National Institute for Occupational Safety and Health Caring for Yourself.
Personal Assistance (PA) Informational Workshop : July 31st, 2008, 5:00 to 6:30 PM Engleman Hall – Room B-121 Workshop Facilitators: Deborah Fairchild,
Monk Seal Response Training. A Little About the HMMRN Volunteer based organization Chapters on Oahu, Maui, Kauai, Hawaii Respond to occasional standings,
Managing Difficult Patrons with A Course Tips and Highlights from.
Viol_oh5/02/00 1 Building A Safe Workplace: Preventing Workplace Violence Employee Training Cooperatively Developed By and The Commonwealth of Pennsylvania.
Library Training Self-Guided Tutorial Information Desk Worker.
Code Blue- Volunteer Training. What is Code Blue? An initiative established by varying community parties to provide a safe, warm and compassionate environment.
Difficult Customers... and Situations. Learning Objectives Identify methods for diffusing customer anger or hostility Develop strategies for handling.
Home Base Lesson March 25, Feeling Angry How does your body feel when you are angry? Skin feels hot or cold Heart beats faster Breathing gets faster.
Warehousing and Storage Principles Session 12 – Security Day 6 / PM.
Relationships – Chapter 8 Coping with Conflict and Stress Essential Questions: What is conflict and how does it affect relationships? What are healthy.
Safety Management Across Large Organizations The Meeks Lumber Way.
Communication skills How speaking and listening make life easier, more productive, and more fun!
Workplace Bullying and Harassment
Workplace Bullying and Harassment
Workplace Bullying and Harassment
Assertive Communication
Anti-Bullying Basic Training for Students
Anti-Bullying Basic Training for Students
Read the scenario carefully and select the best response.
De-Stressing for Parking Professionals:
Workplace Health and Safety PART 3: Participation
An Introduction to Motivational Interviewing
Understanding your reactions in a crisis situation
Scenario 1: Defusing a conflict between pupils
How to Deal with Difficult People
What do you do if you if you don’t agree on something?
Anti-Bullying Basic Training for Students
Conflict Resolution Skills
CPI’s Top 10 De-Escalation Tips
ARROYO VISTA, MARENGO, & MONTEREY HILLS ELEMENTARY SCHOOLS
Conflict Management.
Decision Making Process
Unfortunately, any small business could face the risk of a data breach or cyber attack. Regardless of how big or small your business is, if your data,
What is a Bystander Intervention?
Conflict Resolution.
Crown Point Community Schools Transportation Department
Preventing Violence at the Workplace
WORKPLACE BULLYING AND HARASSMENT
Mental Health 102: Managing Your Mental Health in the Workplace
Difficult Discussions
Conflict.
Showing Respect for others
Creating a Safe Harbor: Workplace Violence Prevention and Response
Module 1: Attitude September 4, 2018.
Dealing with Difficult Situations Involving Students
ARROYO VISTA, MARENGO, & MONTEREY HILLS ELEMENTARY SCHOOLS
CUSTOMER SERVICE.
Introduction Communication Breakdown
S.6.2 Communication with a partner: Getting along and dealing with conflict I understand and can demonstrate the qualities and skills required to sustain.
Read slide.
Personal Safety in the Healthcare Environment
“Diffusing Hostility through Customer Service” conflict management and
Home Visitor Safety Deb Palmer.
Workplace Violence AMITA Health Security.
S.6.2 Communication with a partner: Getting along and dealing with conflict I can describe what behaviours and attitudes will help and nurture a relationship.
ARROYO VISTA, MARENGO, & MONTEREY HILLS ELEMENTARY SCHOOLS
Interpersonal Relationships at Work
By : Tyauna Locklear, Ayianna Hatton, Richard Mccorkle
Monroe's Motivated Sequence
Preventing Violence and Abuse
Asking Good Questions A Webinar for The State of Pennsylvania
LaTaysha Jones, Daquan Jones, Edgar Hernandez, Zyonn McClain
SAFETY + Behavior Observation.
Pembroke School- A friendly School with friendly classrooms.
Welcome to our Managing Challenging Behaviour Training
Workplace Bullying & Harassment
Presentation transcript:

Dealing with Difficult Situations and Setting Boundaries How to stay safe on the job

Overview Know Your Rights Dealing with Difficult Situations Setting Boundaries Communicating Issues Scenarios

Know Your Rights All UBC students, staff, and faculty are entitled to a safe, respectful workplace. This means a work environment free of harassment, bullying, and workplace violence. It is your responsibility to know your rights and to stay safe and it is your supervisors’ responsibility to ensure you are safe.

Dealing With Difficult Situations In a busy, high-stress university environment, conflicts will arise. A difficult situation might be caused by many things, including: Anger at a situation Stress because of a deadline Misunderstanding Expectations of service or help Conflicts with a co-worker

De-escalate, Address the Problem, not the Person When faced with an angry or frustrated patron, it can be easy to get flustered or want to react. Having a plan of how to handle situations before they happen can help mitigate this. Remain calm Avoid staring or raising your voice Focus on positive solutions (example: “That sounds really frustrating, I’m going to try and find you a solution.”) Remain polite and respectful so that if you do need to remove yourself from the situation, you are not inadvertently escalating the situation

Setting Boundaries You are not expected to tolerate rude or disrespectful behavior. Know what your boundaries are and have some “lines” or ideas of how to deal with situations before they occur. Know that you are not the CLC police. Unless someone is in danger or causing undue disruption, follow up with staff. Educate and inform vs enforce Notify patrons of policies politely but if you’re unsure, check in with staff first Think: does this need to be addressed right now? If Security instructs you to do anything, check in with CLC Staff first. Unless it is vital to your own personal safety, do not take directions from Security without checking in with us.

Communicating Issues Nick, Alex, Julie, and Andrea are all here to support you. Report any issues or concerns immediately or as soon as possible. Include the date, time, and the exact nature of the incident with as much detail as possible. Notify Campus Security (2-2222) right away if you are feeling threatened or unsafe in any way. They are trained experts and here to assist you. Note that you may need to ask Circulation to call Campus Security for you. If you’re having issues with a colleague, address the behavior, not the person (example: “Nick is a terrible CLCA” isn’t constructive, ”I’ve noticed that Nick is quite often running late to his shifts and it’s starting to affect me being able to leave on time” is.

Scenario 1 You’re helping a patron at a computer in the Heritage Core and they are becoming very frustrated. You sense that their frustration may be with the technology and not with you but they are becoming increasingly difficult to help. They keep interrupting you as you try to explain the issue and then they say “can you go find someone who actually knows what they’re doing?!”

Scenario 2 A patron comes to the desk and asks to borrow the DSLR. They don’t have a UBC Card and become very loud and aggressive when you explain to them that they are unable to borrow equipment without a UBC Card.

Scenario 3 You’re helping a patron at the desk. They are claiming they brought back a piece of equipment on time, yet they have a fine on their account. While you are explaining to them the fine appeal process, they use a derogatory term towards you.