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November 17, 2007

不当要求防止責任者講習

先日、警視庁の不当要求責任者講習に行ってきました。

不当要求防止責任者とは・・・。簡単に言うと、暴力団対策法に定められた不当要求による被害防止の企業内担当者のことです。

当社では、
・取引相手が信用に値するかどうか?
・反社会的勢力とのつながりがないか?
と言ったことを調べる信用調査を行っています。
時に、調査対象企業が「これは・・・。」などという事もあります。
安全第一なので、明らかにそれと分かる場合は、深入りしない・関わらないのが原則。
でも、表の顔は良くても、行ってみて「ちょっと変だなぁ」と言うことがあります。ある程度、場数を踏んでいると、その空気感が察知できるようになるのですが、年々”隠れ蓑”が巧妙化しているように感じます。
そういう意味では、これら公共機関からマメに情報をもらっておくことも必要と感じました。

ただ、我々は業種的に、あまり直接対峙したり交渉するということはあまりありません。一番シビアなのは企業の総務担当者や店舗の責任者と言った方々ですね。
そういう部署の方で、まだ責任者選任をされていない企業様があれば、是非早めの受講をお奨めします。

不当要求を行う組織
不当要求は、普通の個人が行うケースもありますが(俗に言うクレーマー)、反社会的組織勢力が金銭目当てに行う場合が多いようです。
反社会的組織勢力とは
・指定暴力団(全国21団体)構成員と準構成員(平成18年末全国84,700人)
・経済ヤクザ(共棲者)
・社会活動標榜団体(政治結社・組合活動・部落解放などのエセ行為)
・宗教団体(カルト)
我々は、これらを「セクト」と呼んでいますが、その活動をしている人達個人を見ていると、皆が「見るからに・・」と言う感じではありません。
経済ヤクザには、一見非常に紳士的・知能的なインテリ風な人もいます(詐欺なども同じ)し、社会活動系やカルト系の人達は、独特な正義感に洗脳されて踊らされているようなこともあります。
本人達に、エセとかカルトという意識はなく、真面目な経済活動・政治活動・組合活動・部落開放活動・宗教活動をしている意識なのに、傍から見ると反社会的行為・・・。
「正しい事」と言うのは、人によって感じ方が違うのですね。
だから、それらの人を特別視しないと言うか、先入観を持たないで観ることは大切なことですが、セクトの動向や性質を客観的に知っておく事は大切です。

反社会的勢力との対応の基本
暴追都民センターの発行するパンフレットによると、対応の基本は以下のようなものです。
1、平素の心構えと準備
・トップの毅然とした対応方針
・組織的対応体制の整備
・被害を受けない環境作り
・警察・暴追センター等への連絡及び相談
2、対応の基本的心構え
・恐れず毅然とした態度
・法律・社会のルールにのっとった解決
・冷静にして、根気強い対応
【具体的な対応要領】
1、有利な場所で対応
2、複数で対応
3、相手の確認
4、要件・要求の把握
5、用件に見合った応対時間
6、慎重な言葉の選択
7、妥協せず、筋を通す
8、詫び状などの書類作成は拒否
9、対応内容の記録化
10、早めの警察通報と暴追都民センターなどへの相談

相手は脅しと交渉・論争のプロですから、咄嗟に最良の対応が出来るか?
と言うと難しいかもしれません。
イザという時にあわてない、意識と体制作りをしておきたいですね。

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