.
True
False
True
False
True
False
Threats
Intimidation
Assaults
Verbal Assaults
Abusive or Demeaning interpersonal actions
True
False
Agree with the person and seem sympathetic to their concerns
Make eye contact and speak calmly and clearly
Stay Calm, listen, respond calmly and with concern
Out 'tough' them. Get angrier, show you are meaner and won't put up with problems.
Customer shouting or swearing at an attendant regarding the refund policy.
One employee shoving another after a dispute.
A park worker getting stung by a wasp while cutting grass.
A contractor threatening to smash vehicle windows.
True
False
Get very close to people, show them you are approachable.
Use physical barriers such as counters, doors, desks, vehicles etc to keep your distance
Ignore the people around you, focus on your job
Count the cash in public so people can see you are being honest
Money can be replaced, you can't
Hand over the money, remember the details of the thief as best as you can (appearance, clothes, vehicle, direction etc) and contact the police and your supervisor afterwards
Your 'feeling' about a situation is nothing more than fantasy and should be ignored.
Our intuition is a combination of our experience and innate understanding of situations. When we see mannerisms or behavior that makes us worry we should pay attention to it and react accordingly.
True
False
Don't turn your back
Maintain a safe distance.
Make no physical contact at all.
Cross your arms, stare angrily and make aggressive pointing hand motions
True
False
True
False