Learn how to apply Defusing Tactic # 68? Find Out Your Organization?s Policy - in order to effectively support your efforts to defuse hostile customers. 

Sometimes a team approach to defusing hostility can be more effetive than only one person dealing with the situation.  team approaches are particularly effective in audience situations.  Learn how to apply Defusing Tactic # 67? Prepare With Team Members - in order to effectively support your efforts to defuse hostile customers. 

We know that when a person is being observed (i.e., there is an audience present), this can make a situation worse.  An angry abusive person will sometimes look for positive feedback or support from other customers, and this "playing to the audience" can cause more intense, dramatic, hostile behavior. Learn how to apply Defusing Tactic # 66? Remove The Audience - in order to effectively support your efforts to defuse hostile customers. 

The environment can play an important part in hostile interactions.  We know that a shoddy, ugly and dirty environment tends to encourage lack of respect and civility.  It is a good idea to take a look at the environment that the customer is seeing.  Is it pleasant and comfortable?  Learn how to apply Defusing Tactic # 64? Provide Reading Material - in order to effectively support your efforts to defuse hostile customers.