Brexit, our changing world and difficult interactions

Customer-aggression happens when a customer intentionally engages in negative verbal and/or physical actions which harm the employee providing service to the customer. Regretfully, customer-aggression is a common challenge faced by many service workers. For example, call-center employees receive on average seven disgruntled callers per day. Customer-aggression is not without consequences: victims are more likely to suffer from stress, burnout. So, can managers help their employees to overcome this difficult situation?

The world seems to be going through a period where many of the assumptions and feelings about how we govern ourselves are being called into question. From Brexit and the rise of European populism to Trump’s presidency in the US, it’s easy to see change and challenge. In these group of three talks, we will help you make sense of what’s happening, by talking about what ties them together and what makes each of them unique. Together, we want to give you a tool box of ideas to how you be part of the political world around you and not simply something that happens to you.