The Angry Traveller
You are an officer at a border checkpoint. A traveller becomes irate when told that his visa is not valid for the purpose of his visit. He raises his voice, uses profanity, and demands to speak to your supervisor. He claims he was misinformed by the airline and that he has an important business meeting in two hours. A small crowd is beginning to gather, and some are filming with their phones. You have already explained the issue calmly, but he continues to shout. Your supervisor is on a break and cannot be reached immediately. You are aware that the situation could escalate, and you need to maintain control while upholding the law and providing good customer service.
1. How would you de-escalate the situation?
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First, remain calm and maintain a professional tone. Acknowledge his frustration and apologise for the inconvenience, but clearly restate the legal requirements. Offer to help him find a solution, such as contacting the airline or providing information on how to obtain the correct visa. If he continues to be abusive, calmly inform him that his behaviour is unacceptable and that you will only continue if he lowers his voice. If necessary, ask for security to stand by. The goal is to calm him down while not compromising the rules. Filming by bystanders means you must remain composed and professional.
2. What would you do about the crowd filming?
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You cannot stop people from filming in a public area, but you can ensure your actions are professional. Do not engage with the crowd or make any statements to them. Focus on the traveller. If the crowd becomes disruptive, request assistance from security to manage them. After the incident, report the filming to your supervisor as it may be used in complaints or social media. Maintain confidentiality and avoid discussing the traveller's case publicly.