TUF Situations

How TUF: Thriving Under Fire can equip your staff

Some staff are heroes. They bare the brunt of much anger and aggression without necessarily passing it on to management. They find ways to hide their own distress and keep working the best they can.

The TUF: Thriving Under Fire programme gives an opportunity to acknowledge the difficulty of working with angry and aggressive customers, patients and guests. It provides skills for responding to upset people and offers effective debriefing and de-stressing activities so that staff don’t have to take their problems home.

Here are some scenarios we have encountered during the programme.

Problem not always obvious