Township and town work often has direct contact with the masses, especially window departments such as civil affairs, labor insurance, the four institutes, and comprehensive management. In the face of an emotional crowd, how to deal with it is a problem.
At first glance, the title of this question looks like a public *** interview question, but here is not an introduction to the set of exams, just take the township civil affairs work as an example to share personal experience.
Many of the agitated people encountered in civil affairs work have not received the help they believe they deserve. For example, when the masses ask why they can't be helped, and the staff explain according to the policy, the masses still don't understand and feel that it's unfair, etc., and they may be emotional.
This article is only to share experiences and is not intended to provoke any disputes. The following measures are for reference only.
1. Stabilize your emotions
When the masses who come to do things are emotional, the first thing to do is to stabilize the emotions of the other party, and at the same time pay attention to whether the mental state of the masses is normal, whether they are drunk (the smell of alcohol on their bodies is very strong) or mentally disabled.
Explain normally first. After explaining the situation, the other party will basically immediately refute it. At this time, don't argue with the other person, just listen patiently (listen). Wait for the other person to finish speaking, appropriately summarize the difficulties in his life (everyone's life is indeed not easy), and express his understanding of his situation (empathy). Generally speaking, after listening and empathizing, the emotions of the masses will be alleviated.
If the other party is always in a state of agitation, or feels that there may be excesses, then do not hesitate, quickly keep a certain safe distance from the masses and report to the leader, first to avoid yourself being harmed. Previously, there were cases where people with mental disabilities smashed office equipment due to emotional agitation, but fortunately there were no personnel**. Safety first.
2. Reflect on yourself
The vast majority of the masses are reasonable and can understand policies. If you encounter a situation where you don't understand the policy and get emotional, you must immediately reflect on whether there is a problem with your work while stabilizing the mood of the masses.
According to the situation of the masses, re-sort out whether there are any negligence caused by unfamiliar policies and other reasons, such as policy provisions can be given but you think you can't give it, this help can't be given but another help may be eligible but you have omitted it.
If there is, it will be handled in accordance with the regulations. If not, wait for the other party's mood to stabilize a little, and then patiently explain again. It is worth noting that other reasonable demands, such as checking whether other people have subsistence allowances, should be satisfied.
3. Explain patiently
After making sure that you are not negligent at work, patiently explain it a second time. You can first say that the other party has a certain amount of truth, and then say that as a clerk, you can only handle it according to the policy regulations, and there is nothing to be done about things that do not meet the policy regulations.
After hearing the second explanation, only a few people will once again explain their views and reasons, and even express their dissatisfaction with the policy. Staff members need a third explanation, and the pattern of the second interpretation is still sufficient.
A very small number of people who find it difficult to understand the policy will repeat their views many times. The staff needs to patiently explain in accordance with the policy on the basis of stabilizing the other party's emotions. It should be noted that no matter how many times you explain, the language must be gentle and polite as always, because it is really not easy for the masses.
If the other person has been drinking, then you can suggest that the other person go back first and wait until he is sober to discuss the problem. If the other person is mentally disabled, then you can suggest that the other person find a family member to discuss the problem together.
Fourth, ask the leader
For the masses who really can't understand the policy, you can ask the other party to leave a ** first, prepare the materials to be prepared, and say that you will give feedback to the leader. After the other party leaves, sort out the relevant situation and ask the leader in time to see how to deal with it.
5. Feedback
Promptly inform the masses of the results of the request for instructions. Generally speaking, after this set of processes is down, the masses basically understand. If the masses still do not understand and say that they want to complain or petition, it is useless to explain at this time, and it is enough to gently suggest that the other party express their demands through legal means.