Assaults against the person are becoming more frequent. These can take many forms from street violence to road rage and in some cases can result in serious injury and event death. Workplace assaults are growing more common across the world. Staff need the confidence to handle difficult situations and people. This book will provide valuable advice to anyone working within the public arena who needs to know how to successfully handle confrontation. This book examines: * how to use de escalation techniques including stance and body language * how to read and interpret the body language signals that lead to aggression * how to handle irate customers.