Work rage is intensifying. According to recent newspaper articles and research, frontline employees can be scapegoats for late trains, delayed services, long queues, and increased costs. A customer is at your counter or office with their own financial, work or family pressures. What happens when the pressure cooker erupts for them? How do you react? American writer James Thurber provides excellent advice....

"Let us not look back in anger, nor forward in fear, but around in awareness"

Kev�s toolbox

1. What items could be used as weapons in anger? Remove, replace or relocate them
2. What cues display that a person is angry? List and remember

Thanks for listening!