In January, as part of SHP s lone worker series, we published an article on dealing with aggression at work. It discussed some of the skills needed by lone workers in order to improve their safety if they have to face aggression while at work, prompting a number of comments: "Strangely, I have experienced a few instances of staff using anti-aggression health and safety training in an aggressive manner to rebuff reasonable customer complaint. "Sample reference: lost baggage in the very early hours at Gatwick airport. One person was serving the desks of the north and south terminals and there was a wait of one hour to report the lost item to the person who was unpleasant and verbally aggressive. He didn't want to receive a complaint (which was not aggressive), and cited his training as the reason. Train staff properly."
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