Dealing with difficult people, like dealing with dangerous dogs, is an issue of special interest to PMOs.

In preparing this next section, we sought the advice of a consultant psychologist in Townsville, Jocelyn Clayton, who specialises in the field of work-related counselling. Dealing with difficult people is a stressful business and stress management is an OH&S issue.

There are lots of reasons why some people are difficult to deal with. It stands to reason that if PMOs can understand whatís going on these cases, it will be easier for them to deal with the situations that arise. Some of these factors are:

1. personality-based factors, such as:

ï learning history

ï low expectations

ï displaced anger

ï poor communication skills

ï dependency needs

2. mental health factors caused by mental disorders or drug/alcohol influence, such as:

ï distorted thinking

ï inability to respond to logical reasoning

ï emotional disturbances

ï confusion and memory loss

ï unpredictable reactions

3. environmental factors, such as:

ï unfamiliarity with the language used

ï unfamiliarity with process used

ï nonfunctional literacy

For further information and examples, click to see:

ï More about reasons why people are difficult

In MPM, these difficult-people problems can be unusually acute.

PMOs comment that dealing with the public is often like being in a dream; nothing seems quite as it should be. Most PMOs will be familiar with situations in which, for example, a dog has bitten somebody right there in front of the owner. Yet the owner will say sincerely: ëHe wonít bite anybody; he never has.í 

Another example is the sort of person who absolutely hates the neighbourís dog defecating on their front lawn, but canít understand whatís wrong with letting their own 16 cats roam the neighbourhood urinating on everybodyís doorstep.

There is something about MPM and the processes of pet regulation that seems to arouse irrational reactions in people with the slightest provocation. In Chapter 2 we put forward the following possible reasons for this shortfuse effect:

ï the depriving face of pet regulation

Peopleís sense of entitlement seems to be easily aroused when pets are the focus of comment.¹

ï the emotionality of the pet-owner link

Most owners feel very close to their pets² and this clouds their judgement.

ï the personality extension effect of pets

Many owners see their pets as extensions of themselves.³ Slights against the pets are slights against the owner.

These three reasons do not stand independently; each is linked to the others.

Whatever the reasons, there are deep currents in the interactions PMOs have with pet owners in the course of their day-to-day duty. Abuse, both verbal and physical is not particularly uncommon, even when the issue may be as simple as dealing with an unregistered dog incident.

It stands to reason that PMOs who are given support and training will be better able to manage difficult people. The alternative is bleak. If dealing with residents is too difficult for most PMOs, they will tend to avoid the tough situations. Then as word gets around, MPM will start going backwards.

When dealing with a person who is showing signs of aggression arousal, PMOs need to be calm and smart. Defusing the aggression keeps the stress levels down, and also increases the chance that the MPM task will be completed.

Standard assertiveness techniques apply to any of these difficult-people situations.

PMOs can also use a number of other related techniques to defuse aggression:

ï understanding

ï cool-headedness

ï listening¹

ï receiving the anger

ï distinguishing the facts

ï being flexible

For further information, click to see:

ï More about assertiveness

PMOs canít afford to seem uncertain. But people at fault will often want some kind of concession. In most cases there is no room for concessions. Then it is the PMOís job is to be fair but firm. For example, if a caution has already been given, and the same situation occurs again, a PMO should calmly move on to the next step in the procedure, perhaps an infringement notice.

Here are a number of suggestions for refusing requests:

ï short replies

ï explanations if you want to

ï avoiding ëI canít.í

ï taking time

ï apologising

ï acknowledging the person who makes the request

For further information, click to see:

ï More about refusing requests

Sometimes the person who the PMO is dealing with categorically refuses to cooperate in any way. This may involve getting the assistance of other council officers or even the police. If need be, it may also involve obtaining court warrants of authority and even arrest. But provided the PMO has sufficient evidence, and provided the PMO is authorised to conduct the task, the task should always be completed.

In Queensland, for example, Chapter 11, Parts 2 and 5 of The Local Government Act 1993 deal specifically with the powers that authorised council officers have to allow them to do their jobs when obstructed by the actions of difficult customers. These include:

ï calling for police assistance

ï issuing infringement notices

ï investigating offences

ï monitoring authorisations, notices and processing applications

ï approving inspection programs

ï seizing of dangerous dogs when applicable

Having said that, it is still never easy to be abused, insulted and threatened in the course of oneís duty. But with training and cooperation between officers, even this part of the PMOís job can be easier.

For further information, click to see:

ï More about the close-out situation

While zoonoses are a significant OH&S risk to MPM practitioners, stress is a far greater risk. We have looked at some ways to counter personal stress related to difficult people and difficult dogs. In the next chapter, we look at another source of stress for any MPM practitioner who has a genuine concern for animals: unwanted dogs.

1. Bartlett B. 1992. The depriving face of control in urban animal management. In: Murray RW, editor. Urban Animal Management: proceedings of the First National Conference on Urban Animal Management in Australia (Brisbane, 1992). Mackay QLD: Chiron Media: 70-80.

2. McHarg M, Baldock C, Headey B, Robinson A. 1995. National People and Pets Survey. Urban Animal Management Coalition.

3. Newby J. 1996. Man meets dog: surviving and evolving together. In: Hassett S, editor. Urban Animal Management: proceedings of the Fifth National Conference on Urban Animal Management in Australia (Sydney, 1996). Sydney: AVA: 9-17.