Welcome to Audio Learning from Assemble You.It’s no secret that service-industry jobs can be full of uncomfortable encounters. People who work in hospitality, tourism, and retail jobs are likely to experience stress as a result of disagreements with customers. Learning how to defuse an argument is a valuable skill, especially when it means that you can protect your short-term and long-term health. But why do arguments happen? Rising tensions, broken promises, and personal issues can all cause a customer to raise their voice and cause a disruption. One study from the Institute of Customer Service found that 56% of the customer-service employees surveyed experienced ‘increasing levels of hostility’ during the COVID-19 pandemic. As we can see, arguments can happen for any number of reasons. Unfortunately, there is no way to avoid conflict in customer-facing positions. The only solution is to assess the situation and react appropriately. Further info:Download the Transcript for this EpisodeDownload the Key Points InfographicReading List[Research] Common Types of Stress in the UK, Statistica[Infographic] The Effects of Stress on Your Body, Healthline[Research] Employees facing increased customer hostility as lockdown eases, Institute of Customer Serice[Research] The power of nonverbal behavior: Penalty-takers’ body language influences impression formation and anticipation performance in goalkeepers in a simulated soccer penalty task, Gijsbert Bijlstra, Philip Furley, Arne Nieuwenhuys[Website] Mehrabian’s 7-38-55 Communication Model: It’s More Than Words, World of Work Project[Website] Mehrabian’s 7-38-55 Communication Model: It’s More Than Words, Allan Pease, Barbara Pease, Tatiana Azman[Website] UK Customer Satisfaction Index (UKCSI), Institute of Customer Service

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