It is unfortunately a sad reflection of the society in which we live that assaults against the person are becoming more and more frequent. These assaults can take many forms from street violence to road rage and in some cases can result in serious injury and even death. Workplace assaults are growing more common across the world in hospitals, schools, on public transport and in shops. Dealing with aggression is never comfortable and staff need to have the confidence to handle these difficult situations and the techniques to diffuse them and even to know when to back off. This book will provide valuable guidance to anyone working within the public arena that needs to know how to successfully handle confrontation. In this guide: How to use de escalation techniques including stance and body language How to read and interpret the body language signals that lead to aggression How to handle irate customers.