Particular attention should be paid to the proper level of business communication with visitors in order to maintain the credibility and enhance the trust of the judiciary. But what if some of them are tend to create conflict situations due to different circumstances and character traits?
How to spot a troublemaker
The rules of conduct for the staff from the Office, which they should be guided by, performing their duties and communicating with visitors, are legally established. These are, in particular, the General Conduct Rules of State Employee, approved by the Order of the Chief Administration of the Civil Service dated August 4, 2010 No. 214, and the Rules of Conduct for the Court Officials, approved by the decision of the Council of Judges No. 33 dated February 6, 2009. The Vinnytsa Appellate Administrative Court (the VAAC) also has the Code of Conduct for VAAC Officials.
Among other things, they call for patience and understanding to the visitors. At the same time there is a category of citizens who tend to create conflict situations. We would like to find out how to recognize such a person.
Thus, when working with a visitor who intends to conflict, the court employee should know that such a person tends to feel unjustly offended, does not trust the judiciary, is emotionally excited, believes that nobody will listen to him and solve his problems. The visitors` consciousness is dominated by a strong conviction that nobody understands them, and what is most important – does not want to understand. Depending on the individual psychological features, such person can demonstrate unpredictable and aggressive behavior in communication.
Damp down the controversy
At the same time, the administrative staff should take into account that ways to neutralize the visitor’s conflicting intentions are based on taking an unexpectedly benevolent attitude to him. You may use the following conduct rules when communicating with people who are inclined to conflict:
- Give a nice smile, say hello, offer to sit down;
- Find out the reason why the visitor appealed to the court, listen carefully to him, do not interrupt, do write notes;
- If it turns out that he came to the wrong address, politely explain who and what office he should visit. If it turns out that he has trouble navigating indoors, ask someone to get him to the relevant office;
- Amicably express your understanding of the situation. Show that you have recorded the main theses of the issues concerning him. Write down the visitor’s full name, residence address and his contact phone number;
- state with confidence that his issues will be examined and he will be provided with a written answer within the period specified in the legislation.
You should agree on the best way for the visitor to get an answer: either by himself or by mail.
It is very important to remember that communicating with such a visitor it is strictly forbidden to use words that, in his opinion, can demonstrate his incompetence, misunderstanding of the situation, degrade his dignity. For example: “You are wrong”, “Do not lie”, “Don’t interrupt our work, quit”, “We`ve got already tired of you”, “How long will you walk here” and etc.
When communicating with such a person, you should never tend to convince him / her of wrongdoing. During the conversation, you should use the phrase “I just hope you have it right about…”. By this technique you incite the visitor to give a subject second thought.
When you finish the conversation, make sure to thank the person for coming, his time and efforts. This will allow you to demonstrate your concern for him and his problems.
You should always avoid letting off your negative emotions. Always remember: your attention to the needs of the visitors, individual approach, self-restraint, diligence and helpfulness is a guarantee of success and maintaining the credibility of the judicial agency.
10 signs of a conflict visitor
- He tends to dominate, to be the first where it is possible and impossible, needs have the last word.
- He is principal and it prompts hostile actions and actions.
- He is quite forthright in expressing his views and judgments.
- He frequently expresses unfair and untenable criticism.
- He has a bad mood.
- He dared to tell the truth right out, intrude on others people private life.
- He tries to do whatever he wants without regard for the environment.
- He desires to be persistent, even obsessive.
- He inadequately assesses the actions of other people and humiliates them.
10. He overestimates his capabilities and abilities, etc.