Sounds like you have all the right things in place...I can't add much as most of our work is in conflict zones I thought some of the thinking and training may help to look at your training from a different perspective...

Our source information comes from some sites such as this and other more local resources...just thought it may be worth a look to see if there are any parallels especially around understanding culture and behaviour in conflict..along with links to the psychology of aggressive and violent behaviours..

https://www.researchgate.net/publication/323784533_Aggression_and_Violence_Definitions_and_Distinctions 

https://www.globalsupport.harvard.edu/travel/advice/researching-conflict-zone

Employers may wish to consider how they have escalated and contributed to these incidences of aggression:

- working from home means less employees at site to deal with face to face enquiries - whole offices can be absent meaning no one is present to conduct a physical interaction.

- digital disenfrichasement - no good setting up computer enquiry systems and presuming everyone can access the method for communication.

- digital disenfrichasement - no acknowledgement sent and failure to provide a time stated response even if the response is we need a bit longer to process your request.

- the interminable menus options (whilst they might make sense in your organisation do they make sense to an outsider calling for the first time).

- the extension presumption - it may be present on a communication but it is no good contacting a "full" answer machine on a desk when the other party is working from home or has left the business. Full offices can utilise ring round or group pick-up not something that can happen if everyone is working from home.

- lack of human interaction - locked receptions with a phone and a number.

- defensive positions - where the receptionist is behind a screen.

- "we see you, but we don't" - ths receptions where the visitor can see people in the office behind, and quite often they make eye contact, but it is someone elses job to answer the reception desk.

- the desk layout - hidden behind computer screens does not engender fully engaged, non-distracted interaction.

- the reception layout - face the entrance.

Just smiling as someone approaches to show they have your attention.

Hi Tim

You have received some very good advice in the other posts. Here are some things that I managed to get done when I worked in Local Government.

1 The floor behind the reception desk was about  15 to18 ins higher than the floor on the customer side. This puts the reception stafff either above the person or at least at their level which pscychologically  gives them the advantage.

2 Staff were trained in how to speak to customers. For instance there is a big difference between asking a custoomer ' What do you want' and asking 'How may I help you'

3 Consider not having screens as they can be quite a barrier to communication. If yiu do get rid of screens make the desk wider by about 50% so that the customer cannot just reach the staff memeber.

4. If the customer has sensitive issues to discuss is there somewhere a bit more private they can be taken to.

Edited by user 09 December 2024 12:49:58(UTC)  | Reason: Not specified