{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Demo Pages","title":"Defusing an Argument","html":"","width":"100%","height":180,"duration":587,"description":"Welcome to Audio Learning from Assemble You.\nIt’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. \nBut why do arguments happen? \nRising 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. \nAs 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. \nFurther info:\nDownload the Transcript for this Episode\nDownload the Key Points Infographic\nReading List\n[Research] Common Types of Stress in the UK, Statistica\n[Infographic] The Effects of Stress on Your Body, Healthline\n[Research] Employees facing increased customer hostility as lockdown eases, Institute of Customer Serice\n[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\n[Website] Mehrabian’s 7-38-55 Communication Model: It’s More Than Words, World of Work Project\n[Website] Mehrabian’s 7-38-55 Communication Model: It’s More Than Words, Allan Pease, Barbara Pease, Tatiana Azman\n[Website] UK Customer Satisfaction Index (UKCSI), Institute of Customer Service","thumbnail_url":"https://img.transistorcdn.com/r3ubKPhjGi3U5NMpeLTiZAhOOS2yUTwUtPF1C8eyUZA/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9zaG93/LzM4NjExLzE2NzU5/NDkwODQtYXJ0d29y/ay5qcGc.webp","thumbnail_width":300,"thumbnail_height":300}