{"id":1391,"date":"2021-12-31T12:19:25","date_gmt":"2021-12-31T17:19:25","guid":{"rendered":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/?page_id=1391"},"modified":"2021-12-31T13:12:57","modified_gmt":"2021-12-31T18:12:57","slug":"aggression-resources-for-managers","status":"publish","type":"page","link":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/aggression-resources-for-managers\/","title":{"rendered":"Customer Aggression Resources for Managers"},"content":{"rendered":"<p><img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-1397 aligncenter\" src=\"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Complaining-in-Cafe-reduced-300x200.jpg\" alt=\"\" width=\"300\" height=\"200\" srcset=\"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Complaining-in-Cafe-reduced-300x200.jpg 300w, https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Complaining-in-Cafe-reduced-1024x683.jpg 1024w, https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Complaining-in-Cafe-reduced-768x512.jpg 768w, https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Complaining-in-Cafe-reduced-1536x1024.jpg 1536w, https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Complaining-in-Cafe-reduced-2048x1365.jpg 2048w, https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Complaining-in-Cafe-reduced-750x500.jpg 750w, https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Complaining-in-Cafe-reduced-scaled.jpg 1920w\" 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<div class=\"collapse\"><\/div>\n<div><\/div>\n<div>\n<p><button style=\"width: 100%;margin: 0px 0px 0px 0px\" data-toggle=\"collapse\" data-target=\"#furlough\">Understanding and Preventing Customer Mistreatment \u25bc<\/button><\/p>\n<div id=\"furlough\" class=\"collapse\">\n<p>The following resources can help managers, supervisors, or leaders better understand and prevent worker mistreatment from customers or guests:<\/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:\/\/paulspector.com\/mistreatment-by-customers\/\">Mistreatment by Customers<\/a><\/td>\n<td>Dr. Paul Spector<\/td>\n<td><span style=\"font-weight: 400\">This blog post discusses the effects of mistreatment by customers on workers. Includes lists of factors linked to mistreatment and actions organizations can take to address mistreatment and support employees who have experienced mistreatment from customers. <\/span><\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/www.ilo.org\/global\/topics\/safety-and-health-at-work\/resources-library\/publications\/WCMS_108523\/lang--en\/index.htm\"><span style=\"font-weight: 400\">Guidance for the Prevention of Stress and Violence at the Workplace<\/span><\/a><\/td>\n<td><span style=\"font-weight: 400\">International Labor Organization (ILO)<\/span><\/td>\n<td><span style=\"font-weight: 400\">This guidance focuses on how stress and violence in the workplace affects workers and what can be done to eliminate or reduce workplace problems such as customer mistreatment.<\/span><\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/www.apa.org\/topics\/bullying\/office\">Stop Office Bullying<\/a><\/td>\n<td><span style=\"font-weight: 400\">American Psychological Association (APA)<\/span><\/td>\n<td><span style=\"font-weight: 400\">This APA article focuses on ways that employers can reduce bullying and other aggressive behaviors among employees. While this resource focuses on mistreatment among employees, action items such as \u201cidentifying the root cause\u201d of bullying and \u201cfostering improved communication skills\u201d can be used to address instances of guest mistreatment.<\/span><\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/workplacebullying.org\/healthy-workplace-system\/\"><span style=\"font-weight: 400\">For Organizations (Policy, Interventions for Offenders, Training)<\/span><\/a><\/td>\n<td>Workplace Bullying Institute<\/td>\n<td><span style=\"font-weight: 400\">The Workplace Bullying Institute provides resources and guidance for both employees and organizations regarding bullying in the workplace. Organizational resources include evidence-based action steps focused on creating healthy workplace systems. While it focuses on employee-on-employee bullying, many of the resources may be useful for preventing and responding to guest mistreatment.<\/span><\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/www.shrm.org\/resourcesandtools\/hr-topics\/employee-relations\/pages\/workplace-harassment-training.aspx\"><span style=\"font-weight: 400\">Workplace Harassment Training Resources<\/span><\/a><\/td>\n<td><span style=\"font-weight: 400\">Society for Human Resource Management (SHRM)<\/span><\/td>\n<td><span style=\"font-weight: 400\">The Society for Human Resource Management (SHRM) provides informational articles and training resources targeted at addressing harassment in the workplace. This includes advice on how to develop harassment prevention programs, which may be adjusted by hospitality organizations to target customer mistreatment.<\/span><\/p>\n<p><span style=\"font-weight: 400\">*Some resources are only available to SHRM members<\/span><\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/www.ilo.org\/sector\/activities\/topics\/violence-and-stress\/WCMS_161998\/lang--en\/index.htm\"><span style=\"font-weight: 400\">Violence at Work in Hotels, Catering and Tourism<\/span><\/a><\/td>\n<td><span style=\"font-weight: 400\">International Labor Organization (ILO)<\/span><\/td>\n<td><span style=\"font-weight: 400\">This ILO working paper focuses on identifying the causes of workplace violence in hospitality and describing related prevention, discussion, and management strategies.\u00a0 Importantly, it also includes a section on the under-reporting of violence and violent incidents in hospitality organizations.<\/span><\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/newworkplace.wordpress.com\/need-help\/\">Minding the Workplace: Need Help?<\/a><\/td>\n<td><span style=\"font-weight: 400\">Minding the Workplace (The New Workplace Institute Blog)<\/span><\/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 employers related to preventing and addressing bullying in the workplace.<\/span><\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/www.cdc.gov\/niosh\/topics\/violence\/resources.html\"><span style=\"font-weight: 400\">Occupational Violence Resources<\/span><\/a><\/td>\n<td><span style=\"font-weight: 400\">National Institute of Occupational Safety and Health (NIOSH)<\/span><\/td>\n<td><span style=\"font-weight: 400\">NIOSH resources directed at addressing occupational violence. Includes publications and scientific articles focused on risk factors and outcomes of bullying as well as governmental and non-governmental violence resources. 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:\/\/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><\/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\">Building Safe and Healthy Work Environments \u25bc<\/button><\/p>\n<div id=\"family\" class=\"collapse\">\n<p>The following resources provide recommendations for crafting a workplace environment that supports employee safety and health, including during customer interactions.<\/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.osha.gov\/workplace-violence\"><span style=\"font-weight: 400\">Workplace Violence<\/span><\/a><\/td>\n<td><span style=\"font-weight: 400\">Occupational Safety and Health Administration (OSHA)<\/span><\/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:\/\/www.ilo.org\/global\/topics\/safety-and-health-at-work\/resources-library\/publications\/WCMS_751832\/lang--en\/index.htm\"><span style=\"font-weight: 400\">Safe and Healthy Working Environments Free from Violence and Harassment<\/span><\/a><\/td>\n<td><span style=\"font-weight: 400\">International Labor Organization (ILO)<\/span><\/td>\n<td><span style=\"font-weight: 400\">This guide utilizes occupational safety and health regulatory frameworks addressing violence and harassment to describe practices for developing healthy and safe working environments.<\/span><\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/www.opm.gov\/policy-data-oversight\/worklife\/reference-materials\/workplaceviolence.pdf\"><span style=\"font-weight: 400\">Dealing with Workplace Violence: A Guide for Agency Planners.<\/span><\/a><\/td>\n<td><span style=\"font-weight: 400\">United States Office of Personnel Management<\/span><\/td>\n<td><span style=\"font-weight: 400\">A government document related to forming organizational plans for addressing violence in the workplace. This resource is focused on the region of the United States and includes steps for developing violence prevention programs and directions for managing organizational recovery following a violent workplace incident. Although not focused on customer mistreatment, this resource can help with prevention and response to violent customer encounters.<\/span><\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/www.osha.gov\/sites\/default\/files\/publications\/osha3153.pdf\"><span style=\"font-weight: 400\">Recommendations for Workplace Violence Prevention Programs in Late-Night Retail Establishments<\/span><\/a><\/td>\n<td><span style=\"font-weight: 400\">Occupational Safety and Health Administration (OSHA)<\/span><\/td>\n<td><span style=\"font-weight: 400\">This set of OSHA recommendations focuses on workplace violence prevention programs in late-night retail organizations. Although not focused on the service sector, many risk factors affecting workers in these organizations, for example, night shift work and isolated working conditions, are shared by service workers. Thus, many of these suggestions should be useful for developing prevention programs targeted at guest mistreatment.<\/span><\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/www.dol.gov\/agencies\/oasam\/centers-offices\/human-resources-center\/policies\/workplace-violence-program\"><span style=\"font-weight: 400\">Workplace Violence Program<\/span><\/a><\/td>\n<td><span style=\"font-weight: 400\">Department of Labor (DOL)<\/span><\/td>\n<td><span style=\"font-weight: 400\">This document describes the U.S. Department of Labor\u2019s policies and programs regarding workplace violence within the DOL agency. This policy document may assist leaders in hospitality and tourism organizations to develop their own policies and programs about workplace violence, in particular identifying the related responsibilities of supervisors and managers and how to create a work environment that minimizes the prevalence and effects of violence.<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<\/div>\n<div><\/div>\n<div><\/div>\n<div><\/div>\n<div><\/div>\n<hr style=\"border: 0px solid black\" \/>\n<div id=\"polls-4\" class=\"wp-polls\">\n\t<form id=\"polls_form_4\" class=\"wp-polls-form\" action=\"\/index.php\" method=\"post\">\n\t\t<p style=\"display: none;\"><input type=\"hidden\" id=\"poll_4_nonce\" name=\"wp-polls-nonce\" value=\"d732fd57ac\" \/><\/p>\n\t\t<p style=\"display: none;\"><input type=\"hidden\" name=\"poll_id\" value=\"4\" \/><\/p>\n\t\t<p style=\"text-align: center\"><strong>How useful did you find the information for managers?<\/strong><\/p><div id=\"polls-4-ans\" class=\"wp-polls-ans\"><ul class=\"wp-polls-ul\">\n\t\t<li><input type=\"radio\" id=\"poll-answer-15\" name=\"poll_4\" value=\"15\" \/> <label for=\"poll-answer-15\">Extremely useful<\/label><\/li>\n\t\t<li><input type=\"radio\" id=\"poll-answer-16\" name=\"poll_4\" value=\"16\" \/> <label for=\"poll-answer-16\">Very useful<\/label><\/li>\n\t\t<li><input type=\"radio\" id=\"poll-answer-17\" name=\"poll_4\" value=\"17\" \/> <label for=\"poll-answer-17\">Moderately useful<\/label><\/li>\n\t\t<li><input type=\"radio\" id=\"poll-answer-18\" name=\"poll_4\" value=\"18\" \/> <label for=\"poll-answer-18\">Slightly useful<\/label><\/li>\n\t\t<li><input type=\"radio\" id=\"poll-answer-19\" name=\"poll_4\" value=\"19\" \/> <label for=\"poll-answer-19\">Not at all<\/label><\/li>\n\t\t<\/ul><p style=\"text-align: center\"><input type=\"button\" name=\"vote\" value=\"   Vote   \" class=\"Buttons\" onclick=\"poll_vote(4);\" \/><\/p><p style=\"text-align: center\"><a href=\"#ViewPollResults\" onclick=\"poll_result(4); return false;\" title=\"\"><\/a><\/p><\/div>\n\t<\/form>\n<\/div>\n<div id=\"polls-4-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>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 <a href=\"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/aggression-resources-for-managers\/\" rel=\"nofollow\"><span class=\"sr-only\">Read more about Customer Aggression Resources for Managers<\/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-1391","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 Managers - 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-managers\/\" \/>\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 Managers - Sunshine ERC Targeted Research Training Program\" \/>\n<meta property=\"og:description\" content=\"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. 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