Certification referential
Managingincivilities in a professional environment
Competency framework
C1. Identify and take into account the warning signs of situations that could deteriorate and become become conflictual in aspace professional private or public, with customersindividuals or the public, at dependingdifferent types of incivility that may be expressed, to prevent them.
C2. Communicate and enforce the rules of behavior, communication and respect for diversity, using awareness-raising tools specific to the target audience (behavior charters, regulations, flyers distributed, signs, etc.) to prevent the risk of incivility through information.
C3. Intervenir in resolving difficult situations and potentially conflictual conflict between individuals (clients, the general public) by adopting a conciliatory attitude, using mediation and non-violent and non-violent communicationtaking into account the profiles, personalities and motivations of the parties involved, to avoid conflict escalation.
C4. Intervenir in situations of degraded or even violent incivility, by managing your own own emotions and the stress expressed by the various stakeholders and by if necessary, calling on outside help (security personnel or line managers) in order to return to a calmer climate.
C5. Provide feedback on situations encountered in the field, the responses implemented and the results obtained, in order to enrich best practice guides for managing incivilities and contribute to the continuous improvement of reception services.
Evaluation methods
E1. Type of assessment: Analysis of professional conflict situations, leading to an oral interview.
The candidate is presented with video sequences showing conflict situations between two or more people (customers or constituents) in which incivilities are expressed. During the oral interview, the candidate must describe the conflict situations, identifying the warning signs (in connection with C1).
E2. Type of assessment: Role-playing situation in which incivilities are expressed, followed by an oral presentation.
Candidates are given a case study (fictional or real) describing a conflict situation involving incivilities. The candidate is placed in a professional situation, and role-played with the jury, must defuse the situation (in line with C3).
At the end of the role-play, the candidate provides feedback on the situation experienced during the role-play, and gives his/her opinion on the positive points of his/her intervention and the points to be improved as representing a risk for him/herself or the stakeholders (in line with C5).
He is also asked about :
- Ways of preventing or reducing incivilities through information (communication initiatives, charter-type materials, etc.), based on personal or professional experience (in line with C2),
- Behaviors to adopt and actions to implement in the event of a deteriorating situation leading to violence (in line with C4).
Evaluation criteria
Criteria for assessment E1 :
For C1 competency:
E1Cr1 The conflict situation is described: context, parties involved, chronology, type of reactions of those involved and present ...
E1Cr2 The various types of incivility committed during the conflict situation are identified and characterized: threats, verbal or physical aggression, acts of destruction or damage...
E1Cr3 Warning signs of conflict situations are detected, for example : change of tone in the protagonists' voices, physical closeness, misunderstandings between interlocutors, signs of annoyance, taking sides with those present...
Criteria for assessment E2 :
For C2 competence, during the oral defense :
E2Cr1 The candidate cites examples of and means of distribution :
- Print poster campaigns, videos, sradio pot, emails, sor training sessions ...
E2Cr2 The candidate cites examples of key messages that can be disseminated:
- Rules of politeness
- Stress management tips
- Tips for avoiding conflict escalation
- If you're unable to handle conflict situations or incivilities on your own...
E1Cr3 The candidate distinguishes between information and media intended for the public and information intended for employees of the establishment/company: level of information, content, accessibility...
For skill C3, during the role-play :
E2Cr4 The candidate uses appropriate techniques to try to establish a climate of trust and to communicate: active listening, empathy, non-violent communication techniques...
E2Cr5 The candidate remains calm throughout the role-play: no sudden gestures, no verbal provocation, no signs of verbal or physical aggression...
E2Cr6 The candidate's behaviour is adapted to the situation: adaptation of voice and tone, assertive posture...
For competence C4 during the oral presentation :
E2Cr7 The proposed actions are differentiated according to the type of incivility, the location, the stakeholders, for example :
- Involvement of a third party (referent, supervisor, police force, etc.),
- Indication of the limits of its power or possibilities of intervention (on the file, on the problem that has led to the situation...),
- Physical distance,
- Securing the premises,
- Protecting other customers and users...
For competency C5 during the oral presentation :
E2Cr8 The summary of the situation is consistent with reality: protagonists, course of events, type of incivilities, risk of deterioration of the climate, etc.
E2Cr9 The candidate takes a step back and analyzes his/her behaviors, actions and interactions in the role-playing situation with regard to :
- The attitude of the protagonists: behavior, level of aggressiveness...
- The contextPublic service, private company, non-secure room...
- Expected results,
- Risks if the situation deteriorates.
