Haastavat asiakastilanteet -väkivalta työssä -kirja

In Finland, over 100,000 employees are exposed to violence or the threat of violence annually, and this figure is rising. *Haastavat asiakastilanteet – väkivalta työssä* (Challenging Customer Situations – Violence at Work) is a practical guide aimed at both organizations and individual employees. The book is designed to support employees in preparing for encounters with challenging customers. It explains how to prepare in advance for high-risk customer situations, what to observe during an interaction, how to anticipate a customer's behavior, and how to assess the potential danger a customer poses. The book also covers how to manage a problematic situation once it has begun, as well as how to learn from the experience and recover from it.

A challenging or threatening work situation is also a matter of occupational safety and health. Therefore, the book addresses occupational safety legislation, liability issues regulated by law, and available legal measures for intervention. Encounters with difficult customers share similar characteristics regardless of the workplace. The book specifically examines threatening situations in schools, the healthcare sector, the security industry, and the retail sector.

The authors are teachers at the Police University College. Satu Rantaeskola is a lawyer, while Jari Hyyti, Jaakko Kauppila, and Mari Koskelainen are psychologists.

Publication year: 2014
ISBN 978-952-14-2294-2
Publisher: Alma Talent
Format: Paperback book
Edition: 2015
Number of pages: 245
Authors: Rantaeskola, Satu (Author), Hyyti, Jari (Author), Kauppila, Jaakko (Author), Koskelainen, Mari (Author)
Topics: All books; Law, Supervisory Work and HR