How do you proceed when people scream at you in the workplace ?

My gentleness, politeness and soft voice often make people believe that if they scream at me, the rules and regulations applied for [b]everyone[/b] will somehow be disrespected especially for them. I and the whole team get blamed even when clearly the client did not respect the procedures (already sent to them). I try to go by protocol asking them to keep a respectful tone but it's like .. nothing works. Do you know an instant way to make a screamer calm the heck down ? I am there to help but I just can't endure it anymore. I have to find a strategy to make them shut up and listen (it is hard to be taken serious with a soft voice lol).. any ideas ?

This page is a permanent link to the reply below and its nested replies. See all post replies »

in10RjFox · M

I don't react instantly but stay calm with a smile and let them scream .. and then point out their mistake one by one by switching to email. I usually don't shout back but rebuke by email. This way the email also stays as proof which can help later as to how we handle issues and resolve problem.

But can give you better tips if I know more about your work, and how you can structure your workflow. Often it is a clash of "things to do" at the same time.

Busybee333 · 31-35, F

@in10RjFox good idea, might give it a shot :) customer service, making lots of appointments on a first come first served basis. People just don't get the register in advance part xD I explain so much to so many people that..I may have lost my mind a little in the process 🤣 it's like... minority read and follow the instructions in the emails. The rest... I don't even know if they can read based on how many times I have to say the same things xD I think I've become so good at talking I could become a news reporter in the blink of an eye.. I won't even need a training LOL

Busybee333 · 31-35, F

Jk . English is not my first language . I'm fairly good and clear enough. The message just doesn't always pass. In communications class they called it.... "noise" xD it doesn't necessarily come from the speaker.. it can be anything preventing the other side from grasping the information. Life is a broken telephone like that.. xD

in10RjFox · M

@Busybee333 I find your communication and lingo quite clear. So you need not step back thinking that English is not your first language. In verbal communication both parties have something to say which often leads to a clash as neither wants to switch to listening mode. So if you adapt the knack of being a listener first .. you can go a long way.

I visualised this as street hawkers of the past carrying their merchandise on their head and all of us are such hawkers and each want to sell their merchandise to another but none want to buy.

Busybee333 · 31-35, F

@in10RjFox Thank you for your support :) Listening well is the most important part in providing the right information - I agree 100% ! Still learning it . Sometimes I repeat their demands to make sure that we are on the same page :) In some cases, we have to enforce certain rules just for order. When these rules are disrespected, the client bears some consequences. Ofc many don't like that hahah. I'm trying to ignore my affect when clients blame it on us. Most of the time it's not personal. Who doesn't have bad days ? XD