In any customer service role, it is inevitable that there are going to be times when aggressive behaviour will be encountered. In a workplace this can increase stress, lower productivity, damage morale and do great harm to a company's image.
With the aid of a scenario, this training DVD examines the "LASSIE" system, and provides viewers with six simple and practical steps for defusing anger and aggression.
Includes trainer's support notes on CD-ROM. 5 minutes.