7 Mistakes Organisations Make when Tackling Customer Aggression

I’ve been working around customer aggression and workplace violence for close to 15 years now. In that time, I’ve worked amongst a variety of industries including, but not limited to: Hospitality and liquor retail Private security Hotel and resort industry Hospitals and healthcare Human services and community support roles Travel and aviation Funeral industry Service…

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Assertive Courtesy: A 21st Century Technique to Managing Conflict

In the field of verbal self-defence (alternatively called conflict management, verbal de-escalation, tactical communication, or any other buzz word that suits you) there is an ongoing dichotomy between two of the most common pieces of general advice offered. 1)   Treat the other party with respect 2)   Being polite will get you killed Before I offer my approach…

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