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Crime prevention series
Protecting counter and interviewing staff from client agression
Bruce Swanton and Daryl Webber
Canberra : Australian Institute of Criminology, 1990
ISBN 0 642 14974 7 ; ISSN 1031-5330
(Crime prevention series)
Abstract
This work looks at various forms of workplace aggression, the public contact environment, personal contact skills, terminating client contact and post incident administration. It adopts a prevention oriented approach, directed at personnel and office managers concerned to protect their staff from client imposed aggression.
Contents
- Preface
- Introduction
- Antecedent events
- Public contact environment
- Personal contact
- Terminating client contact
- Post incident administration
- References
List of figures
- Figure 1 : Process of client inflicted aggression
- Figure 2 : Client streaming - single service
- Figure 3 : Client streaming - multiple service
- Figure 4 : Non-verbal cues