Page 6 of 9  Be consistent and fair. All customers should be treated equally and fairly.  Be efficient: Avoid keeping people waiting, if unavoidable keep them informed.  Ensure all customers are kept advised on how their individual issues are being addressed.  Avoid giving out personal information - be wary of people asking personal questions. Dealing with aggressive people:  Stay, or at least appear, calm - breathe slowly.  Be aware of your posture - try and appear relaxed. Avoid folding your arms, hands on hips, pointing, or other body language that could be interpreted as aggressive.  Avoid prolonged eye contact - do not try to ‘out stare’.  Keep your distance - avoid any physical contact.  Speak slowly, avoid long sentences and keep your tone calm but confident.  Listen! The main problem may well be due to poor communication.  Negotiate where possible. Consider suggesting going to see a colleague, if applicable.  Where applicable/practicable try to change the subject.  Call your line manager/assistance if the situation is deteriorating.  Report the incident if warranted. Dealing with abusive phone calls:  Advise the caller that it is WATMOS’ practice not to prolong calls if abuse continues.  Ask caller for name and telephone number and arrange to call back at an agreed time  Report incident if warranted. Meeting/Interviewing:  Avoid meeting people alone where possible.  Keep waiting times to a minimum, if there is a delay keep the visitor informed.  Make sure that someone knows who and where you are meeting/interviewing. Make visitors aware that this information has been passed on.  Try and select a room that is visible to others, i.e. with windows, glass panels, and that is well lit. If you cannot be seen in the room devise a checking system with a colleague.  If you accompany a visitor to a room walk with him/her on the level, go in front when walking upstairs, and behind when walking downstairs.  Avoid standing while the person is seated during the interview/meeting - it gives an impression of crowding or superiority.  Avoid sitting directly opposite or at a higher level, which can be seen as confrontational.  Site your chair near a door for ease of exiting if necessary - if possible use a room with two doors.  Make sure the person is returned to a public area following the meeting/interview. Visiting people at their home or at other premises  Is it necessary to “go to them”? Can they visit you at your premises?  Where possible make an appointment - confirm by letter/telephone.