Presilient Communication

In this blog, our Occupational Violence & Aggression Practice Lead shares a confronting recent experience in a retail environment—and why proactive preparation matters.“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 already had it! Check again!”The large

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,