Why it can be better to defuse a situation by telling a porkie....

[Flamingo]

Mods' note: split from Greater Anglia staff lied to me?

I've found it can help calm down the passengers a little bit, however I don't advise it all the time as it really depends on the situation.

Sometimes as a lone worker, it can be better to defuse a situation by telling a porkie.

I once had a guy come up to me on-board, he was drunk and had a face that looked like it had recently been tested by a clog-dancer. He approaches me quite aggressively ""Here, who do I see about compensation? My baseball hat has just blown off when I had my head out the window, and it cost me £40 last week, it was a proper Burberry one. I want my money back."

I thought for a moment, he wasn't going to take No for an answer, so I replied "You need to go to the ticket window in Cardiff mate, that's where they sort that out, they have the money there".

My rationale was that whoever told him to bugger off would have an inch or Perspex between them and him.

 

[TheEdge]

Sometimes as a lone worker, it can be better to defuse a situation by telling a porkie.

I once had a guy come up to me on-board, he was drunk and had a face that looked like it had recently been tested by a clog-dancer. He approaches me quite aggressively ""Here, who do I see about compensation? My baseball hat has just blown off when I had my head out the window, and it cost me £40 last week, it was a proper Burberry one. I want my money back."

I thought for a moment, he wasn't going to take No for an answer, so I replied "You need to go to the ticket window in Cardiff mate, that's where they sort that out, they have the money there".

My rationale was that whoever told him to bugger off would have an inch or Perspex between them and him.

I'm glad I'm not the only person who does that.

 

[Clip]

Sometimes as a lone worker, it can be better to defuse a situation by telling a porkie.

I once had a guy come up to me on-board, he was drunk and had a face that looked like it had recently been tested by a clog-dancer. He approaches me quite aggressively ""Here, who do I see about compensation? My baseball hat has just blown off when I had my head out the window, and it cost me £40 last week, it was a proper Burberry one. I want my money back."

I dont believe that happened

 

[Flamingo]

I dont believe that happened

It did, on an evening Swa-Pad about five years ago.

 

[RJ]

The problem with this is that it's likely to cause problems for colleagues down the line. People tend not to like being passed from pillar to post and vent their anger at staff who contradict what they've been told elsewhere.

 

[telstarbox]

In the situation @Flamingo describes the passenger would have sobered up/forgotten about it anyway so no harm done.

 

[VauxhallandI]

Sometimes as a lone worker, it can be better to defuse a situation by telling a porkie.

I once had a guy come up to me on-board, he was drunk and had a face that looked like it had recently been tested by a clog-dancer. He approaches me quite aggressively ""Here, who do I see about compensation? My baseball hat has just blown off when I had my head out the window, and it cost me £40 last week, it was a proper Burberry one. I want my money back."

I thought for a moment, he wasn't going to take No for an answer, so I replied "You need to go to the ticket window in Cardiff mate, that's where they sort that out, they have the money there".

My rationale was that whoever told him to bugger off would have an inch or Perspex between them and him.

Quality quick thinking

 

[TheEdge]

The problem with this is that it's likely to cause problems for colleagues down the line. People tend not to like being passed from pillar to post and vent their anger at staff who contradict what they've been told elsewhere.

But as been said colleague down the line tends to be either behind a considerable thickness of perspex and or isn't a lone worker.

 

[RJ]

But as been said colleague down the line tends to be either behind a considerable thickness of perspex and or isn't a lone worker.

That doesn't mean to say that the person behind the window is hard as nails however - I've seen clerks break down after receiving a barrage of abuse from people demanding money they aren't entitled to.

 

[Greenback]

That doesn't mean to say that the person behind the window is hard as nails however - I've seen clerks break down after receiving a barrage of abuse from people demanding money they aren't entitled to.

As have I, though in most instances it was a cunning ruse to get off work early.

 

[Haywain]

That doesn't mean to say that the person behind the window is hard as nails however - I've seen clerks break down after receiving a barrage of abuse from people demanding money they aren't entitled to.

And the person giving the right answer will inevitably be the one on the receiving end of a complaint about being rude, unhelpful, etc(because the nice man on the train must be right).

 

[island]

I have sympathy for Flamingo. Most guards are instructed to avoid conflicts, maintain their personal safety and that of the train and passengers, and avoid delays. Had he caused a conflict and put himself into an unsafe situation with a passenger who was behaving in a manifestly unreasonable manner, he would probably have got into trouble.

It was not the right thing to do, but it was understandable.

 

[RJ]

I have sympathy for Flamingo. Most guards are instructed to avoid conflicts, maintain their personal safety and that of the train and passengers, and avoid delays. Had he caused a conflict and put himself into an unsafe situation with a passenger who was behaving in a manifestly unreasonable manner, he would probably have got into trouble.

It was not the right thing to do, but it was understandable.

I don't dispute the aim to avoid conflict - but I'm sure there as just as effective ways to do so without sending a problem to a colleague who isn't in a position to help.

 

[Flamingo]

I don't dispute the aim to avoid conflict - but I'm sure there as just as effective ways to do so without sending a problem to a colleague who isn't in a position to help.

In a perfect world, analysing the problem in a calm and collected manner in the safety of an office or classroom, assuming everybody involved is going to behave in a reasonable and rational manner then I acted in a totally incorrect manner.

I believe the expression from across the pond is "Monday Morning Quarterbacking".

I'm always keen to learn, what should one do in the circumstance I described? Let's assume for starters that I would prefer not to end up being physically assaulted (strange as this may seem).

 

[VauxhallandI]

In a perfect world, analysing the problem in a calm and collected manner in the safety of an office or classroom, assuming everybody involved is going to behave in a reasonable and rational manner then I acted in a totally incorrect manner.

I believe the expression from across the pond is "Monday Morning Quarterbacking".

I'm always keen to learn, what should one do in the circumstance I described? Let's assume for starters that I would prefer not to end up being physically assaulted (strange as this may seem).

Quite. Whilst I understand the follow on issues stated, they are not experienced the confined situation of a train with little defensive options.

Whilst in a station you have the locked door and the pull the blind down/walk away option.

 

[RJ]

Quite. Whilst I understand the follow on issues stated, they are not experienced the confined situation of a train with little defensive options.

Whilst in a station you have the locked door and the pull the blind down/walk away option.

I worked for a TOC as on board crew for almost a year. Serving in First Class or in the buffet carriage on intercity trains. It's the kind of job where passengers know where to find you if they have a problem. I do appreciate what it's like working on board. Yes, I had to deal with disgruntled and distressed people, no, I never got assaulted.

In a perfect world, analysing the problem in a calm and collected manner in the safety of an office or classroom, assuming everybody involved is going to behave in a reasonable and rational manner then I acted in a totally incorrect manner.

I believe the expression from across the pond is "Monday Morning Quarterbacking".

I'm always keen to learn, what should one do in the circumstance I described? Let's assume for starters that I would prefer not to end up being physically assaulted (strange as this may seem).

It sounds like you did well with respect to listening to their problem and offering them a solution. He had a bad day and his primary need was a sympathetic ear above immediate compo. The only part I disagree with is potentially creating a difficult situation for a colleague. If that was me, I would have listened, apologised to the guy (because he's decided it was the railway's fault) and sympathised with him the same way. Then I would advise him to put the claim in writing to Customer Relations. With an adequate display of sincerity, I've found this approach to be effective at calming people down.

I've worked in various ticket offices since 2010. The only ever time people have left my window angry when they've wrongly felt that they are entitled to a payout from me, regardles of diplomacy and tact. People get incredibly protective over money they think is theirs to claim. I had one once who after thumping down my window, had to be tied up and held before being taken away, by the authorities. Someone told him he was entitled to a full immediate refund when he wasn't. I arrived at work to find another one who was giving a pregnant colleague an earful for a similar reason.

A perspex window doesn't necessarily protect a thick skin. Station staff can also be lone workers and it can be difficult to get rid of people who feel they have a bone to pick. We're not there to act as an outlet for abuse from misinformed punters either .

 

[NSEFAN]

A perspex window doesn't necessarily protect a thick skin. Station staff can also be lone workers and it can be difficult to get rid of people who feel they have a bone to pick. We're not there to act as an outlet for abuse from misinformed punters either .

Do the BTP have an office at Cardiff? (The station in Flamingo's case) If so, the disruptive passenger could always be dealt with fairly quickly. I agree setting someone upon a lone ticket office worker at a quieter station wouldn't be very fair, unless you know them to have nerves of steel!

 

[Flamingo]

Do the BTP have an office at Cardiff? (The station in Flamingo's case) If so, the disruptive passenger could always be dealt with fairly quickly. I agree setting someone upon a lone ticket office worker at a quieter station wouldn't be very fair, unless you know them to have nerves of steel!

Which was the reason Cardiff, not Bridgend was chosen...
--- old post above --- --- new post below ---

I worked for a TOC as on board crew for almost a year. Serving in First Class or in the buffet carriage on intercity trains. It's the kind of job where passengers know where to find you if they have a problem. I do appreciate what it's like working on board. Yes, I had to deal with disgruntled and distressed people, no, I never got assaulted.



It sounds like you did well with respect to listening to their problem and offering them a solution. He had a bad day and his primary need was a sympathetic ear above immediate compo. The only part I disagree with is potentially creating a difficult situation for a colleague. If that was me, I would have listened, apologised to the guy (because he's decided it was the railway's fault) and sympathised with him the same way. Then I would advise him to put the claim in writing to Customer Relations. With an adequate display of sincerity, I've found this approach to be effective at calming people down.

I've worked in various ticket offices since 2010. The only ever time people have left my window angry when they've wrongly felt that they are entitled to a payout from me, regardles of diplomacy and tact. People get incredibly protective over money they think is theirs to claim. I had one once who after thumping down my window, had to be tied up and held before being taken away, by the authorities. Someone told him he was entitled to a full immediate refund when he wasn't. I arrived at work to find another one who was giving a pregnant colleague an earful for a similar reason.

A perspex window doesn't necessarily protect a thick skin. Station staff can also be lone workers and it can be difficult to get rid of people who feel they have a bone to pick. We're not there to act as an outlet for abuse from misinformed punters either .

Fair post, RJ, ticks all the boxes, the only assumption you are making is that the aggrieved party is behaving in a rational manner, is of reasonable intelligence, not under the influence of drugs or alcohol, has no mental health issues, and above all is willing to be placated by a few platitudes.

When one is in close proximity to somebody who does not fall into the above category, locked in with them (and possibly a lot more like them) in a moving vehicle travelling at 125mph, saying "I really feel for your pain, I suggest you write to Customer Services" may not get one very far.

When it does all go wrong when dealing with the product of a broken home who is not willing to write in or make a sarcastic tweet to Ollie (which happens), it will not be much consolation to my wife and kids when they are visiting me in hospital to tell them that at least I prevented somebody else getting their feelings hurt.

(When I worked on the catering side, in the First Class carriages and behind the buffet, I never got assaulted either - that had a lot to do with it being a different type of job).

 

[tsr]

Do the BTP have an office at Cardiff? (The station in Flamingo's case) If so, the disruptive passenger could always be dealt with fairly quickly.

To be fair, it does depend on whether or not there are actually any BTP officers present - with limited staffing, you could find they are several minutes away, or much worse. I'd never make assumptions about where they are if I can't see them - I know this from some interesting experiences...

 

[Class377]

I would trust Flamingo's judgement on this one - there's a reason he's employed as a FGW Train Manager and we aren't!

 

[Flamingo]

I would trust Flamingo's judgement on this one - there's a reason he's employed as a FGW Train Manager and we aren't!

Thank you - though I never claimed to be a good one!

 

[Haywain]

I would trust Flamingo's judgement on this one - there's a reason he's employed as a FGW Train Manager and we aren't!

He applied for the job and we didn't?

 

[Flamingo]

He applied for the job and we didn't?

that'll be another reason

 

[neilmc]

I would trust Flamingo's judgement on this one - there's a reason he's employed as a FGW Train Manager and we aren't!

You could have told him that there's a special railway department which deals with lost baseball caps but it's based at Thurso station and he needs to apply in person for a refund.

 

[edwin_m]

Might get the cost of the cap refunded off the £50 fine for leaning out of the window?

 

[b0b]

Sometimes as a lone worker, it can be better to defuse a situation by telling a porkie.

I do understand that you have to consider your personal safety first, but it was unfair on the "person behind the window in Cardiff" to potentially have faced the situation.

Not to mention I'm sure you give short shrift to punters that have the "man on the platform told me ...." excuse

 

[Lockwood]

"I'm afraid I can't help you, but you can download a claim form from our website, www.toc.co.uk"

You've been helpful, you've signposted them, and you've not sent them to your Cardiff colleague?

 

[Tetchytyke]

"I'm afraid I can't help you, but you can download a claim form from our website, www.toc.co.uk"

You've been helpful, you've signposted them, and you've not sent them to your Cardiff colleague?

I work for an organisation with, at a conservative estimate, eleventy billion free access computers for use by our customers.

The rage I get when I suggest they get a complaint form from our website is sometimes a joy to behold.

 

[Flamingo]

If he was stupid enough to think he was entitled to compensation for his baseball hat blowing off, do any of the experts out there really think that telling him to write it was really going to work?

Apart from everything else, I would seriously doubt if he knew how to write (or was capable of stringing a literate sentence together)

As I have said, I'm not going to get my head punched in to avoid the person sitting in safety behind an inch of perspex having their feelings hurt.

In the real world, that's sometimes the choice. And would be in line with our training.

 

[talltim]

Tell him to go to the BTP office at Cardiff station where they can sort out compensation. But only give him the directions and don't tell him whose office it is...