Rhys had been subjected to verbal threats a number of times in the past but these had always passed without incident. This time, however, was different. Although he was not injured, he was very shaken when a client grabbed hold of his tie and pulled him towards himself. Fortunately, Rhys was able to break away and make his escape without further physical contact. Rhys was extremely distraught by the incident, and was not sure that he would be able to deal with potentially difficult situations in future – in short, he had lost his confidence. It was therefore very fortunate that Rhys had a very skilled and sensitive line manager who was able to give him the opportunity to talk in detail about what had happened and how he felt about it. This ‘debriefing’ was precisely what he needed and made a significant positive difference to how he coped with the situation.
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