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 vital skill for any courier delivering on the Just Eat platform.

Understanding the Potential Flashpoints

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 towards 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 tool to have.

The Power of Proactive Communication

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

Mastering the Art of De-escalation

• Remain Calm and Collected. Your composure can significantly influence the situation. Avoid raising your voice or reacting defensively.
• Practice Active Listening. Allow the other person to express their concerns without interruption. Demonstrate that you are listening and understanding.
• Empathy and Apology. Acknowledge their frustration, even if you believe they are wrong. A sincere apology can diffuse tension.
• Non-Verbal Communication. Maintain open body language, avoid crossing your arms, and keep a safe distance.
• Offer Solutions. If possible, offer practical solutions to resolve the issue. Advise the customer to use the live chat function in the app to communicate with Just Eat directly. 

Situational Awareness

• Assess Your Surroundings. Be aware of your environment and identify potential hazards or escape routes.
• Trust Your Instincts.  If a situation feels unsafe, remove yourself immediately. Your safety is paramount.
• Avoid Isolated Areas. Stick to well-lit, populated areas, especially during late-night deliveries.

Knowing When to Disengage

• Verbal Abuse. If faced with persistent verbal abuse, politely disengage and leave.
• Threats of Violence. Any threat of physical violence should be taken seriously. Disengage immediately and contact the authorities.
• Intoxication or Mental Instability. Encounters with individuals who appear intoxicated or mentally unstable require extreme caution. Disengage and prioritise your safety.

The ability to navigate potentially confrontational situations is a valuable asset. By mastering these strategies, couriers can ensure not only their safety but also a more positive and peaceful delivery experience. Remember, Just Eat is here to help. If you find yourself in a situation that is unsafe, you can contact our courier support team through live chat on the courier app.