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RE: How can we handle aggressive situations without getting aggressive ourselves?
Good advice. Happily most of my professional contact with the public has been from the other end of a phone, but should anyone get aggressive with me I simply advise them to call back when they've calmed down and promptly hang up. A little more difficult face to face of course.
I think it's a bit easier over the phone. When somebody pushes you or hits you it's difficult to figure out the best course of action. You don't want to look weak but at the same time you don't want to become aggressive either.