It can't happen here.
No sense in worrying about it.
There's always a reason for it.
It can't be prevented.
Use the person's name.
Stress of being unemployed.
Feeling a lack of control over their situation.
Angry, argumentative and confrontational
Showing up late
Fascination with violence
Anxiety, Depression, Acting Out, Relaxation
Anxiety, Defensive, Acceptance, Tension Reduction
Aggression, Defensive, Acting Out, Tension Reduction
Anxiety, Defensive, Acting Out, Tension Reduction
Respond quietly and calmly.
Raise your voice to be sure they hear you.
Ask questions to show interest.
Use sarcasm or humor to lighten the situation.
Invading personal space
Increased voice volume
Try to subdue the customer.
Make sure the customer knows that you are right.
Notify responsible management to assess and respond to the situation.
Focus on protection - get yourself and others to safety.
Get help - have a pre-arranged signal to notify others when you need assistance.