Presilient Communication

In this blog post, our Occupational Violence & Aggression Practise Lead, Joe Saunders, shares a recent personal experience in a retail environment. *** “What the *** are you talking about! I need this! I wouldn’t bloody be here waiting in line for 20 minutes like a ****ing idiot if I had already got it!

I’m sure at some stage in our lives, we’ve all been told that we need to “stand up for ourselves” and not let anyone push us around. Likewise, we’ve all likely been told to be polite, choose our battles or “go with the flow.” In the field of verbal self-defence (alternatively called conflict management,