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Crime prevention series
Personal contact
Published in:
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
Aggressive encounters with clients can be minimised if staff are pleasant, professional and know their products and services. This chapter presents advice on handling personal contacts with clients. It covers interpersonal skills, hints for interviewing officers, information on the nature of client aggression and aggressors' motivations, cues to impending aggression, body language, how to conduct interviews and how to respond to emotional clients.