le Tue, 14 Oct 2003 17:43:49 GMT, dans l'article , Miguel Cruz a dit ...
>>> I just think that it's better overall to spend the energy on preparing
>>> people to deal with verbal abuse, because then they can effectively deal
>>> with these people rather than criminalizing them. Train the staff. I have
>>> worked in customer service jobs in the past and I have been called any
>>> number of things by people frustrated with the organization. With a
>>> little patience it was possible to calm every one of these people down.
>> Personally, one of the things I find most annoying when I'm angry ... is
>> someone in front of me, being calm..
> The trick isn't to be super-calm, but to steer the person toward discussion
> of the things that are actually frustrating them rather than the (often
> irrational) targets of their anger. Once people feel that they're actually
> able to get it out and have someone listen, things usually calm down
> quickly.
That's what annoys me ... :-)
--
Desmond Coughlan |desmond [at] zeouane [dot] org
http://www.zeouane.org/ |