Part 2: Staff strategies for responding to unreasonable conduct

This section of the manual is aimed at providing you with some guidance around recognising the early signs of unreasonable conduct by complainants.

The links outlining strategies and possible responses are designed to help you to deal with interactions with complainants exhibiting certain behaviours.

The strategies are designed so you can read over the relevant topic before a call or meeting to help you to plan how you will approach conversations with a complainant. You can then read over the relevant scripted responses to get some ideas of how to respond to particular comments or approaches. If you are on the phone, you can also keep the relevant scripts with you during the call. It is important to realise these are only guides, and will not deal with all possible situations.

Finally, this section has some quick tips for responding to anger, threats and aggression.

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• Part 2
  • 2.1 Recognising the early warning signs
  • 2.2 When does conduct become unreasonable?
  • 2.3 Strategies for managing unreasonable persistence
  • 2.4 Scripted responses to unreasonable persistence
  • 2.5 Strategies for managing unreasonable demands
  • 2.6 Scripted responses to unreasonable demands
  • 2.7 Strategies for managing an unreasonable lack of cooperation
  • 2.8 Possible responses to an unreasonable lack of cooperation
  • 2.9 Strategies for managing unreasonable arguments
  • 2.10 Possible responses to unreasonable arguments
  • 2.11 Strategies for managing unreasonable behaviours
  • 2.12 Possible responses to unreasonable behaviours
  • 2.13 Dealing with anger through effective communication
  • 2.14 Tips to resolve or avoid escalating conflict
  • 2.15 Ten steps for responding to threats, hostility and aggression