When and How to Say 'Enough'
It is not unusual these days for people to use “bad” language, personal insults and belittling phrases when they are frustrated, under pressure themselves, or don’t feel things are being done quickly enough. This especially happens at the telephone where a caller’s verbal attack can be highly offensive and may overstep acceptable and manageable boundaries of anger. So here are the top ten tips for handling verbal aggression on the telephone: