While most deliveries are smooth, the occasional encounter can escalate into a potentially confrontational situation. Mastering the art of de-escalation is not just a safety precaution; it’s a handy skill when offering delivery services.

Understanding potential  tension points

Confrontations can arise from a variety of sources, often stemming from simple misunderstandings: a late delivery, a missing item, or a perceived lack of courtesy. However, other factors can contribute:

• Customer Frustration. Customers may be stressed or impatient, and a delivery issue can act as a trigger.
• Territorial Behaviour. Some residents may be protective of their space, leading to hostility toward perceived intrusions.
• Mental Health Concerns. Encounters with individuals experiencing mental health crises require heightened sensitivity and caution.
• Opportunistic Crime. While rare, some confrontations may mask an intent to rob or assault.

Strategies for De-escalation

Knowing how to avoid confrontation or de-escalate a situation when it occurs is an important skill to have.

Proactive Communication

• Clear communication is your first line of defence. Confirm delivery instructions using the customer-to-courier chat if you are unsure.
• If delays occur, communicate them promptly and professionally. Using the customer-to-courier chat can drastically reduce a customer’s frustration.
• Using polite and respectful language in all interactions, even when faced with frustration, helps.

De-escalation

• Remain Calm and Collected. Your composure can significantly influence the situation. Raising your voice or reacting defensively can escalate a tense situation.
• Practice Active Listening. Allowing the other person to express their concerns without interruption can be helpful. 
• Empathy and Apology. Acknowledging frustration, even if you believe they are wrong, is often helpful. Sometimes an apology is what you need to diffuse tension.
• Non-Verbal Communication. Maintaining open body language, avoiding a defensive stance, and keeping a safe distance can be useful tips.
• Offer Solutions. Sometimes, offering practical solutions to resolve the issue is necessary. You can also advise the customer to use the live chat function in the app to communicate directly with Skip.

Situational Awareness

• Assess Your Surroundings. Being aware of your environment and identifying potential hazards or escape routes is useful.
• Trust Your Instincts.  If a situation feels unsafe, removing yourself immediately is a good step. Your safety is paramount.
• Avoid Isolated Areas. Sticking to well-lit, populated areas, especially during late-night deliveries, is recommended.

If you are in danger at any stage or feel a crime has been committed, it is recommended that you contact emergency services by dialling 9-1-1. Once you are safe, you can notify Skip through the Live Chat in the Courier App.