Several things that I thought were helpful- 1. aggressive cycle and when you can talk to a person, 2. appropriate body language 3. applying techniques outside the workplace. It is hard to be kind when facing a threatening situation, but planning ahead and staying calm are essential. Now HOW DO YOU STAY CALM and not take things personally. That's what I need to practice!
No matter where the situation, we do not know what the other person has been going through.Usually problem patrons bring their problems with them and we are sitting targets because we are available and they figure that we have been trained to be nice to them.
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