The Thin Green Line: A ranger's guide to diffusing difficult situations
By Craig Earl, Senior Ranger
Embarking on a career in conservation or greenspace management is a journey that often invokes images of wielding chainsaws, understanding conservation principles, and guiding school groups through natural wonders. These practical skills are undoubtedly essential, and job descriptions for front-line greenspace staff commonly emphasise them. However, there's an aspect of this profession that might not receive the same prominence in our minds – interpersonal skills.
While chainsaw use or leading events is undeniably important, the ability to navigate complex human interactions is equally vital. These skills become increasingly crucial when you find yourself in the role of a ranger or a similar position (for the remainder of the article we will use the term ‘ranger’ as a catch all for the wide range of roles and job titles present in greenspace management). As a ranger, you'll not only be a custodian of the environment but also a mediator, diplomat, and occasionally, an enforcer of park rules.
In this multifaceted role, there is no 'one-size-fits-all' approach to handling the various situations that may arise. However, there are invaluable principles and strategies to be aware of, which can greatly assist you when confronted with these challenging scenarios.
The vast majority of visitors to parks and reserves are respectful and considerate of the sites and the needs of fellow visitors. They contribute positively to the ambiance and conservation efforts. In Warwickshire County Council's Country Parks service, we manage a diverse portfolio comprising five country parks, three greenways (converted former railway lines), and two nature reserves, which collectively welcome approximately one million visitors annually.
While I'm no statistician and have no idea how many individual interactions one million people per annum equates to, it’s a substantial amount! It's unsurprising, given the sheer volume, that a minority of these interactions can become problematic. The extent of this minority may vary from site to site and even from one season to another. When tensions do arise between visitors, it's common for rangers to find themselves drawn into these conflicts, either at the behest of the complainants or through their own judgment, deeming intervention necessary.
Before delving into the intricacies of diffusing difficult situations, let's begin with a modest disclaimer – this article is not an instruction manual, nor does it claim to be an authoritative guide on conflict resolution. As experienced rangers you all have your unique encounters and lessons that shape your approach. What this article aims to achieve is to distil our experiences in managing greenspaces and the lessons we've learned along the way. We hope that you'll find valuable insights and strategies to help in your roles as guardians of your own parks and reserves.
Self-Awareness
As rangers, we are deeply connected to the sites we manage. Our passion for conservation and greenspace management is what drives us, but it can also lead to moments of fiery indignation when we witness misuse or disrespect. Whether it's an unauthorised barbecue or an off-leash dog causing chaos among picnickers, it's crucial to exercise good judgment in these situations.
Before engaging with a difficult situation, take a moment to assess your emotions. Plan how you intend to address the issue and be prepared to listen and adapt your approach as necessary. While expressing disapproval can be effective in some cases, it should be used judiciously. If it escalates tempers, it's time to change your approach. Always strive to maintain professionalism and courtesy.
Look for the Good
Most people don't want conflict, and they appreciate an opportunity to resolve issues without embarrassment. Remember to leave that same route open for yourself as well. In borderline cases where individuals may have unintentionally breached site rules or exhibited inappropriate behaviour, give them the chance to explain. While you may not always believe them, this approach puts you in a better position for a productive conversation.
Furthermore, conducting difficult conversations away from the public eye, if practical and safe, can help de-escalate the situation. The outdoor environment often provides the space needed to have a discrete conversation, so be sure to make use of it.
The Power of Explanation
Explaining why a change in behaviour is necessary is a crucial step. Most individuals will want to understand the rationale behind your request. While not everyone will agree, providing a positive and clear explanation remains your most potent tool for effecting change. Occasionally, you may even be thanked for taking the time to explain. These instances can lead to more positive ongoing relationships, especially if the individuals are regular visitors.
The 'Unreachables'
There are situations where some individuals may not be open to reason or explanation. I’d be taken to task by my colleagues if I didn’t allude to this group at some point, and rightly so. The term is entirely mine and I confess it’s a lazy one, but we all know that there are some people who won’t be swayed. These individuals may resist any efforts to mediate or resolve the conflict. In such cases, the best course of action may be to prioritize your own safety, remove yourself from the situation, and seek advice from colleagues. Using body cams to record interactions, with proper training and notification to the individual, can sometimes diffuse confrontations, but no approach is fool proof. In these cases, it's essential to trust your judgment and prioritise safety.
The Helping Hand
In addition to managing misbehaving visitors, rangers may also find themselves in situations where visitors need assistance due to injuries or illness. While these moments can be tense, the same principles of staying calm, being reassuring, and providing support apply. Offering a helping hand can make a significant difference in such situations, and sometimes, your actions will be met with heartfelt gratitude. We have had an example recently in which two of our rangers assisted a lady who had broken her hip. Some days later we received a letter, effusive in its thanks and praise for their assistance.
In greenspace management, the vast majority of interactions with visitors are positive. While difficult situations will inevitably arise, armed with the right interpersonal skills, rangers can navigate these challenges effectively. Remember that self-awareness, positive explanations, and a calm, reassuring demeanour are your most valuable tools in diffusing conflicts and fostering a positive relationship with the public. Your safety and well-being should always be the top priority, but your ability to handle these situations can have a lasting impact on the enjoyment and preservation of these cherished spaces.
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