How Desk Attendants Practice Conflict De-Escalation

How Desk Attendants Practice Conflict De-Escalation

Posted on Posted in Desk Attendants
How Desk Attendants Practice Conflict De-Escalation
There are many ways for desk attendants to reduce friction and decrease tension, and these are just a few common strategies.

In today’s fast-paced world, conflict surrounds all of us. Rules, uncertainty, and stress can push people to their limits. Unfortunately, employees are frequently caught in the crossfire and must work to resolve conflict on top of their usual duties. Desk attendants aren’t just the face of your facility and the first point of contact for visitors; these professionals are often tasked with resolving conflict and keeping guests calm. There are many ways for desk attendants to reduce friction and decrease tension, and these are just a few common strategies:

Desk Attendants are Conscious of Nonverbal Cues

Like security guards, desk attendants must remain vigilant at all times. This involves watching for suspicious behavior and visitors in need. While some guests will ask for help with words, others may only give off nonverbal cues. Desk attendants must also be aware of their own nonverbal cues. When de-escalating a situation, these professionals must consider personal space, gestures, body language, and tone.

Desk Attendants De-Escalate Conflict with Empathy

Empathy is one of the most valuable tools in anyone’s toolkit. Desk attendants often utilize demonstrations of empathy and sympathy to reduce tension with displeased guests. When guests become agitated, it can be incredibly helpful to 1) try to see and understand the other person’s point of view and 2) show that their concerns are heard and understood. Desk attendants typically strive to assist visitors with their goals, and this should still be true in tense situations. Helping agitated guests understand that they are heard is an essential step in conflict de-escalation.

Consider Apologies, Solutions, and Boundaries

In high-pressure situations, desk attendants must consider three key things: apologies, solutions, and boundaries. Apologies are another useful tool for conflict de-escalation. Desk attendants should offer sincere apologies when appropriate, and they should strive to find solutions to the visitor’s problems. However, desk attendants must also uphold any boundaries necessary to maintain a calm, safe, and secure atmosphere throughout this entire process. Security guards can be a vital presence in particularly tense instances, as they can help enforce boundaries in a safe way.

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