{"id":1381,"date":"2021-12-24T19:57:29","date_gmt":"2021-12-25T00:57:29","guid":{"rendered":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/?page_id=1381"},"modified":"2021-12-31T12:44:58","modified_gmt":"2021-12-31T17:44:58","slug":"aggression-resources-for-employees","status":"publish","type":"page","link":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/aggression-resources-for-employees\/","title":{"rendered":"Customer Aggression Resources for Front-line Employees"},"content":{"rendered":"<p style=\"text-align: center\">\u00a0 <img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-1383\" src=\"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Mask-Policy-Pic-300x200.jpeg\" alt=\"\" width=\"300\" height=\"200\" srcset=\"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Mask-Policy-Pic-300x200.jpeg 300w, https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Mask-Policy-Pic-1024x683.jpeg 1024w, https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Mask-Policy-Pic-768x512.jpeg 768w, https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Mask-Policy-Pic-750x500.jpeg 750w, https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Mask-Policy-Pic.jpeg 1125w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/p>\n<h4 style=\"text-align: center\"><span style=\"font-weight: 400\">Customer aggression has been a threat to hospitality employee safety and well-being long before COVID-19, but cases of aggression have been on the rise lately. Hospitality employees often find themselves explaining staffing shortages, product or service delays, and COVID-19 policies, and therefore bear the brunt of verbal and\/or physical responses from some customers. The Targeted Research Training program is pleased to introduce a collection of resources on the topic of customer aggression.\u00a0<\/span><\/h4>\n<p>&nbsp;<\/p>\n<div style=\"padding: 20px;background-color: #d3f8d3;border-radius: 10px;border: thick solid #389438\">\n<h3>En espa\u00f1ol:<\/h3>\n<p>\u00bfHabla usted espa\u00f1ol? El Programa de Investigaci\u00f3n Dirigida (TRT, por sus siglas en ingl\u00e9s) se dedica a proveer recursos para ayudar a los empleados en la industria de hospitalidad a navegar este momento dif\u00edcil. A continuaci\u00f3n, encontrar\u00e1 enlaces a recursos que pueden ayudarlo a lidiar con la <span class=\"Y2IQFc\" lang=\"es\">agresi\u00f3n de los clients.<\/span> El Programa TRT no ofrece ninguna garant\u00eda sobre la disponibilidad o idoneidad de esta informaci\u00f3n para su situaci\u00f3n y cualquier acci\u00f3n que usted realice al consultar la informaci\u00f3n en este sitio web es estrictamente bajo su propio riesgo. La informaci\u00f3n contenida en estos sitios web no refleja necesariamente las opiniones del programa TRT ni de nuestra agencia de financiaci\u00f3n, el Centro de Educaci\u00f3n e Investigaci\u00f3n Sunshine, o el Instituto Nacional de Seguridad y Salud Ocupacional. Estamos dedicados a proveer recursos para empleados de hospitalidad que no hablan ingl\u00e9s. Para cualquier recurso que no est\u00e9 traducido en su fuente original, puede usar el navegador Google Chrome para traducir el material. <a href=\"https:\/\/drive.google.com\/file\/d\/1Uzy30sK97AY5TJ0iGmCZ5Z1Rg3ItDOdD\/view\" target=\"_blank\" rel=\"noopener noreferrer\">Haga clic aqu\u00ed<\/a> para un video en espa\u00f1ol que muestra c\u00f3mo usar el navegador Google Chrome para traducir material del ingl\u00e9s a otro idioma.<\/p>\n<\/div>\n<p>&nbsp;<\/p>\n<div style=\"padding: 20px;background-color: #cbefff;border-radius: 10px;border: thick solid #389CC8\">Click on the below buttons to expand each category for more information.<\/div>\n<p><button style=\"width: 100%;margin: 0px 0px 0px 0px\" data-toggle=\"collapse\" data-target=\"#furlough\">Customer Mistreatment: What To Do During and After? \u25bc<\/button><\/p>\n<div id=\"furlough\" class=\"collapse\">\n<p>The following resources could be helpful during and after a difficult interaction with an angry customer:<\/p>\n<table style=\"height: 1020px\" width=\"956\">\n<tbody>\n<tr style=\"background-color: #00000\">\n<th style=\"width: 40%\">Title<\/th>\n<th style=\"width: 20%\">Source<\/th>\n<th style=\"width: 40%\">Summary<\/th>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/www.forbes.com\/sites\/thesba\/2013\/08\/02\/7-steps-for-dealing-with-angry-customers\/?sh=3b48af5f6d27\">Seven Steps for Dealing with Angry Customers<\/a><\/td>\n<td>Forbes<\/td>\n<td><span style=\"font-weight: 400\">This article provides a short list of 7 steps for an encounter with an angry customer. Importantly, the final step recommends the employee take a \u201ctime out\u201d to calm down from the stress of the interaction. <\/span><\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/www.hospitalitynet.org\/opinion\/4088282.html\"><span style=\"font-weight: 400\">How to Minimize the Cost of Emotional Labor<\/span><\/a><\/td>\n<td>Hospitality Net<\/td>\n<td><span style=\"font-weight: 400\">An opinion piece focused on how hospitality organizations can minimize the effects of emotional labor, including employee burnout and emotional exhaustion. This article explores what organizations, leaders, and individual workers can do in response to emotional labor and customer-related stress.<\/span><\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/www.osha.gov\/workplace-violence\"><span style=\"font-weight: 400\">Occupational Safety and Health Administration (OSHA): Workplace Violence<\/span><\/a><\/td>\n<td>Occupational Safety and Health Administration<\/td>\n<td><span style=\"font-weight: 400\">A list of OSHA resources, including prevention programs focused on providing guidance for evaluating and controlling violence in the workplace. Additionally, this includes information on workers\u2019 rights and ways to file health and safety complaints in the case of unsafe work conditions.<\/span><\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/workplacebullying.org\/start-here\/\"><span style=\"font-weight: 400\">Help for Bullied People<\/span><\/a><\/td>\n<td>Workplace Bullying Institute<\/td>\n<td><span style=\"font-weight: 400\">This website provides a wealth of information on bullying in the workplace, geared toward victims of workplace bullying. While it focuses on employee-on-employee bullying, many of the resources may be useful for victims of guest mistreatment.<\/span><\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/community.workplacebullying.org\/\">Safe Harbor<\/a><\/td>\n<td>Safe Harbor<\/td>\n<td><span style=\"font-weight: 400\">SafeHarbor is an online community for those affected by workplace bullying and those interested in helping them. Again, this resource focuses on employee-on-employee bullying, but may be useful for victims of guest mistreatment.<\/span><\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/newworkplace.wordpress.com\/need-help\/\">Minding the Workplace: Need Help?\u00a0<\/a><\/td>\n<td>The New Workplace Institute Blog<\/td>\n<td><span style=\"font-weight: 400\">The New Workplace Institute Blog is focused on education related to work and employee relations topics. In particular, the blog focuses on issues related to workplace bullying, mobbing, and abuse. The \u201cNeed Help\u201d page contains guidance for workers, including potential options for dealing with bullying and coaching for targets of bullying.<\/span><\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/hospitality-speaks.com\/\">Hospitality Speaks<\/a><\/td>\n<td>Hospitality Speaks<\/td>\n<td><span style=\"font-weight: 400\">Hospitality Speaks is a non-profit organization with the goal of sharing stories of bullying, sexual harassment, and discrimination in the hospitality industry. Also includes a listing of industry-specific and general (non-industry-specific) informational and support resources.<\/span><\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td><\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td><\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td><\/td>\n<td><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p><button style=\"width: 100%;margin: 0px 0px 0px 0px\" data-toggle=\"collapse\" data-target=\"#money\">Current Events: Trends in Customer\/Guest Mistreatment \u25bc<\/button><\/p>\n<div id=\"money\" class=\"collapse\">\n<p>The following resources paint a picture of the pervasive nature of mistreatment of hospitality workers, particularly in recent times.<\/p>\n<table>\n<tbody>\n<tr style=\"background-color: #00000\">\n<th style=\"width: 40%\">Title<\/th>\n<th style=\"width: 20%\">Source<\/th>\n<th style=\"width: 40%\">Summary<\/th>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/news.harvard.edu\/gazette\/story\/2021\/07\/harvard-business-professor-analyzes-bad-customers\/\"><span style=\"font-weight: 400\">Why All the Abuse of Servers, Flight Staffs, Sales Clerks as COVID Rules Ease?<\/span><\/a><\/td>\n<td>The Harvard Gazette<\/td>\n<td><span style=\"font-weight: 400\">This article discusses the recent rise in customer mistreatment incidents in the service industry. In particular, it contends that empowering employees and providing them with the tools to manage upset customers is essential for employee success.<\/span><\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/www.wsj.com\/articles\/restaurants-and-hotels-push-back-against-the-uptick-in-customer-tantrums-11632821400\"><span style=\"font-weight: 400\">Restaurants and Hotels Push Back Against the Uptick in Customer Tantrums<\/span><\/a><\/td>\n<td><span style=\"font-weight: 400\">The Wall Street Journal<\/span><\/td>\n<td><span style=\"font-weight: 400\">This article discusses the recent rise in poor customer behavior in the restaurant and hotel industry. In particular, it describes how the COVID-19 pandemic is related to increases in worker mistreatment by customers.<\/span><\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/www.businessinsider.com\/customer-is-always-right-etail-worker-violence-harassment-2021-9rassment\"><span style=\"font-weight: 400\">How the simple phrase &#8216;the customer is always right&#8217; gave shoppers a license to abuse workers<\/span><\/a><\/td>\n<td>Business Insider<\/td>\n<td><span style=\"font-weight: 400\">This feature explores how the service industry\u2019s \u201ccustomer is always right\u201d mantra has contributed to customer mistreatment\/abuse of workers.<\/span><\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td><\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td><\/td>\n<td><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p><button style=\"width: 100%;margin: 0px 0px 0px 0px\" data-toggle=\"collapse\" data-target=\"#family\">Coping with Customer Mistreatment \u25bc<\/button><\/p>\n<div id=\"family\" class=\"collapse\">\n<p>The following resources provide recommendations for building resilience and managing work-related stress, such as customer mistreatment.<\/p>\n<table>\n<tbody>\n<tr style=\"background-color: #00000\">\n<th style=\"width: 40%\">Title<\/th>\n<th style=\"width: 20%\">Source<\/th>\n<th style=\"width: 40%\">Summary<\/th>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/www.apa.org\/topics\/resilience\">Building Your Resilience<\/a><\/td>\n<td>American Psychological Association<\/td>\n<td><span style=\"font-weight: 400\">This APA resource provides advice for how individuals can develop resilience in response to stressful situations such as experiencing mistreatment by customers or guests at work. These include building personal connections, fostering wellness, and seeking professional help when needed.<\/span><\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/www.apa.org\/news\/press\/releases\/2007\/10\/stress-tips\">Stress Tip Sheet<\/a><\/td>\n<td>American Psychological Association<\/td>\n<td><span style=\"font-weight: 400\">A series of tips regarding how individuals can identify sources of stress and successfully manage stress. Importantly, individuals should work on understanding how they experience stress (i.e., how you think\/behave differently when stressed) and find healthy ways to manage stress, such as engaging in stress-reducing activities like exercise or spending time with friends.<\/span><\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/positivepsychology.com\/3-ways-build-self-efficacy\/\">Building Self-Efficacy\u00a0<\/a><\/td>\n<td>Positive Psychology<\/td>\n<td><span style=\"font-weight: 400\">This article describes the concept of self-efficacy (an individual\u2019s beliefs regarding their competencies and abilities) and explains ways to develop and grow one\u2019s self-efficacy. Strategies include engaging in goal setting and reframing (professional) obstacles as challenges.<\/span><\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/www.cdc.gov\/mentalhealth\/stress-coping\/index.html?CDC_AA_refVal=https%3A%2F%2Fwww.cdc.gov%2Fcoronavirus%2F2019-ncov%2Fdaily-life-coping%2Fstress-coping%2Findex.html\">Stress &amp; Coping<\/a><\/td>\n<td>Centers for Disease Control and Prevention (CDC)<\/td>\n<td><span style=\"font-weight: 400\">This CDC resource list focuses on stress and coping, including coping with job stress and building resilience during the COVID-19 pandemic. <\/span><\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/ucfrestores.com\/resources\/stress-management\/\">Stress Management Resources<\/a><\/td>\n<td>UCF RESTORES<\/td>\n<td><span style=\"font-weight: 400\">UCF RESTORES provides evidence-based clinical treatment services to individuals experiencing trauma-related concerns. They have been dedicated to providing resources, particularly for frontline and essential employees, throughout the pandemic. In this resource, UCF RESTORES provides tips for managing stress and promoting mental health. <\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<div id=\"polls-3\" class=\"wp-polls\">\n\t<form id=\"polls_form_3\" class=\"wp-polls-form\" action=\"\/index.php\" method=\"post\">\n\t\t<p style=\"display: none;\"><input type=\"hidden\" id=\"poll_3_nonce\" name=\"wp-polls-nonce\" value=\"4c994861bf\" \/><\/p>\n\t\t<p style=\"display: none;\"><input type=\"hidden\" name=\"poll_id\" value=\"3\" \/><\/p>\n\t\t<p style=\"text-align: center\"><strong>How useful did you find the information for front-line employees?<\/strong><\/p><div id=\"polls-3-ans\" class=\"wp-polls-ans\"><ul class=\"wp-polls-ul\">\n\t\t<li><input type=\"radio\" id=\"poll-answer-10\" name=\"poll_3\" value=\"10\" \/> <label for=\"poll-answer-10\">Extremely useful<\/label><\/li>\n\t\t<li><input type=\"radio\" id=\"poll-answer-11\" name=\"poll_3\" value=\"11\" \/> <label for=\"poll-answer-11\">Very useful<\/label><\/li>\n\t\t<li><input type=\"radio\" id=\"poll-answer-12\" name=\"poll_3\" value=\"12\" \/> <label for=\"poll-answer-12\">Moderately useful<\/label><\/li>\n\t\t<li><input type=\"radio\" id=\"poll-answer-13\" name=\"poll_3\" value=\"13\" \/> <label for=\"poll-answer-13\">Slightly useful<\/label><\/li>\n\t\t<li><input type=\"radio\" id=\"poll-answer-14\" name=\"poll_3\" value=\"14\" \/> <label for=\"poll-answer-14\">Not at all useful<\/label><\/li>\n\t\t<\/ul><p style=\"text-align: center\"><input type=\"button\" name=\"vote\" value=\"   Vote   \" class=\"Buttons\" onclick=\"poll_vote(3);\" \/><\/p><p style=\"text-align: center\"><a href=\"#ViewPollResults\" onclick=\"poll_result(3); return false;\" title=\"\"><\/a><\/p><\/div>\n\t<\/form>\n<\/div>\n<div id=\"polls-3-loading\" class=\"wp-polls-loading\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/plugins\/wp-polls\/images\/loading.gif\" width=\"16\" height=\"16\" alt=\"Loading ...\" title=\"Loading ...\" class=\"wp-polls-image\" \/>&nbsp;Loading ...<\/div>\n\n<hr style=\"border: 0px solid black\" \/>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-708 \" src=\"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2020\/04\/ERC-logo.jpg\" alt=\"\" width=\"575\" height=\"163\" srcset=\"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2020\/04\/ERC-logo.jpg 1232w, https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2020\/04\/ERC-logo-300x85.jpg 300w, https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2020\/04\/ERC-logo-1024x290.jpg 1024w, https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2020\/04\/ERC-logo-768x218.jpg 768w\" sizes=\"auto, (max-width: 575px) 100vw, 575px\" \/><\/p>\n<p>For more questions about the Sunshine Education and Research Center and the Targeted Research Training Program, please contact <a href=\"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/the-trt-team\/\">Dr. Mindy Shoss<\/a> at <a href=\"mailto:targetedresearch@ucf.edu\">targetedresearch@ucf.edu<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u00a0 Customer aggression has been a threat to hospitality employee safety and well-being long before COVID-19, but cases of aggression have been on the rise lately. Hospitality employees often find themselves explaining staffing shortages, product or service delays, and COVID-19 policies, and therefore bear the brunt of verbal and\/or physical responses from some customers. The <a href=\"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/aggression-resources-for-employees\/\" rel=\"nofollow\"><span class=\"sr-only\">Read more about Customer Aggression Resources for Front-line Employees<\/span>[&hellip;]<\/a><\/p>\n","protected":false},"author":67,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":"","_links_to":"","_links_to_target":""},"class_list":["post-1381","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Aggression Resources for Front-line Employees - Sunshine ERC Targeted Research Training Program<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/aggression-resources-for-employees\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Aggression Resources for Front-line Employees - Sunshine ERC Targeted Research Training Program\" \/>\n<meta property=\"og:description\" content=\"\u00a0 Customer aggression has been a threat to hospitality employee safety and well-being long before COVID-19, but cases of aggression have been on the rise lately. 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