The only confrontation you’re guaranteed to win is one that is avoided. This is exactly why Threat Identification and De-escalation are important skills to have in your tool bag. While these skills are important for everyone they are even more so for staff that interact with the public. It is inevitable that at times you will likely be faced with an angry patron.
Your staff’s interaction and ability to de-escalate could very well mean the difference between a short verbal discussion or a hostile assault. Obviously the latter has a much greater impact on your staff as well as your