"The customer is always right" has long been a business byword.
But not when that customer's screaming, yelling and acting like he's about to poke your lights out.
And that happens. So the savvy managers
and survival-oriented employees would do well to learn how to handle
aggressive behavior in the workplace.
UC's DeAnna Beckman, MSW, LISW, is just
the person to teach employees how to deal professionally with angry,
irritated or downright obnoxious customers, and maybe even save the
Beckman, executive director of the
College of Medicine's Center for Threat Assessment, assists companies
in managing workplace violence issues.
From recognizing the signs and symptoms
of customer agitation, to not taking abuse personally, to remaining
empathetic, to knowing if necessary when and how to call a cop-these
are just some of the things taught by Center for Threat Assessment