De-escalating aggression and violence in the workplace livestream

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Publicado 2023-10-22

Mark Oostergo discusses occupational violence and aggression in the workplace. His talk covers how to handle inappropriate customer behaviour, including defining what constitutes such behaviour and how it manifests in appearance, language, and emotional responses.
Mark also discusses the significance of adopting a systems-based approach to manage the associated risks effectively and explore prevention controls to mitigate instances of inappropriate behaviour.
Practical and informative, Mark aims to equip viewers with confidence in managing and addressing inappropriate customer conduct.