Day two started with a recap of day one. We had a few tests to check our understanding of the first two modules again and recaps on the areas we felt unsure on.
We then moved onto the next module: managing conflict. This module is made up of four sections.
Firstly, was avoiding conflict and reducing personal risk. Here we were taught tactics to use to avoid conflicts occurring with customer. For example, good queue management, using the correct tone and language when addressing people and ensuring we use a none aggressive body language. Reducing personal risk involves working in teams or if working on an individual basis ensuring you have a lone worker system in place. It can also mean judging a situation you are in if you feel you may be in danger and trying to remove yourself from it. You should always be aware of your team around you too. At anytime they may need help as well as them helping you.
The next section was around defusing conflict whilst the third was around resolving conflict. These included skills to try to de-escalate a situation if needed. So, we would be able to calm a situation down and then ensure the customer goes along his way happy all being well. This involved body language. How we come across to a customer can make or break a situation. Another good tactic is to always point out the CCTV to customers, more often than not the thought of being caught on camera is enough to make people think about how they are behaving. And of course, there is always the threat of phoning the police if the situation warrants it.
We were also taught that we can always learn from conflict. What went well? What went badly? How would you handle a similar situation in the future? Finally, we looked at how to put all these factors into play to ensure a smooth-running event. The one thing we had drilled into us again was the importance of recording all these incidents when they are finally resolved. Our pocket book is our best friend, you never know when the info will be required for evidence.
Day two left me feeling more confident that if I ever needed these skills, I could put them into practice. However, with the exams looming for the next day I felt nervous that my mind would go blank and I would forget everything I had learnt the last few days.