Crime prevention series

Post incident adminstration

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) ; pp. 62-64

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• Department of Science and Technology 1982, Office Design and Work, A General Guide, AGPS, Canberra.
• Department of Social Security 1989, Client Aggression, Department of Social Security, Canberra.
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• Mitchell, J.T. 1986, Critical Incident Stress, Lectures by Jeffery T. Mitchell, Social Biology Resources Centre, Melbourne.
• National Training Council 1986, Interpersonal Skills as a Critical Component in Customer Service, AGPS, Canberra.
• O'Keefe, N.P. 1989, Fairness, Courtesy and Efficiency? AGPS, Canberra.
• Patterson, M.L., Roth, C.P. & Schenk, Claire 1979, "Seating Arrangement, Activity and Sex Differences in Small Group Crowding", Personality and Social Psychology Bulletin, vol. 5, no. 1, pp. 100-03.
• Pease, Allan 1981, Body Language, Camel, Sydney.
• Poyner, Barry & Warne, Caroline 1986, Violence to Staff: A Basis for Assessment and Prevention, Tavistock, London.
• Public Service Board 1982, The Duty of Care in Giving Information and Advice, AGPS, Canberra.
• Schwartz, Barry 1978, "Queues, Priorities and Social Process", Social Psychology, vol. 41, no. 1, pp. 3-12.
• Sundstrom, Eric 1975, "An Experimental Study of Crowding: Effects of Room Size, Intrusion, and Goal Blocking on Nonverbal Behavior, Self Disclosure, and Self Reported Stress", Journal of Personality and Social Psychology, vol. 32, no. 4, pp. 645-54.
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