Workplace violence is a situation in which a person is abused, threatened, intimidated or assaulted in his or her employment.
Swearing, pranks, arguments, property damage, vandalism, sabotage, theft, physical assaults, psychological trauma, anger-related incidents, rape, arson and murder are all examples of workplace violence.
𝗗𝗘𝗔𝗟𝗜𝗡𝗚 𝗪𝗜𝗧𝗛 𝗜𝗥𝗔𝗧𝗘 𝗖𝗨𝗦𝗧𝗢𝗠𝗘𝗥𝗦
► Avoid escalating the situation. Remain calm and polite, and try to calm the other person.
► Once you think the customer has remained his calm, you can ask polite questions to gather more information on the incident. This will help you resolve the problem better and effectively.
► If you cannot calm the person, ask for help.
► Work towards the best potential solution to the customer’s problem. If resolving the problem is not in your scope of powers, escalate the issue to the appropriate colleague who can handle it.
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