Managing the Monkey : How to Defuse the Conflicts That Can Lead to Violence in the Workplace

by Mark Dawes, Denise Winn

One in five workers are violently attacked or abused at work every year. This guide shows how to prevent conflict escalating out of control when dealing with angry customers, patients and clients, and, if it's too late for that, how to handle even the most frightening of situations safely.

148 pages, Paperback

First published November 30, 1999