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It can negatively impact customer service perceptions and potentially crumble an organization's competitive status. Today, customer incivility is known as customer verbal aggression towards employees through language content and communication style. Customer verbal aggression can happen in places such as restaurants, retail stores, banks, etc.
Verbal aggression can be defined as a characteristic or trait that drives a person to attack the self-values and concepts of others in addition to, or instead of, their own values and concepts. Bullying – "The use of physical, psychological and verbal aggression to intimidate others to submit to the will of another and/or cause emotional ...
Intermittent explosive disorder (IED) or Episodic dyscontrol syndrome (EDS) is a mental and behavioral disorder characterized by explosive outbursts of anger and/or violence, often to the point of rage, that are disproportionate to the situation at hand (e.g., impulsive shouting, screaming or excessive reprimanding triggered by relatively inconsequential events).
Non Violent Resistance (NVR) is a psychological approach for overcoming destructive, aggressive, controlling and risk-taking behaviour. It was originally developed to address serious behaviour problems in young people, although it is now also being utilised in many different areas, such as adult entitled dependence, anxiety-related problems, problems linked to paediatric illness, internet ...
Psychological abuse, often known as emotional abuse or mental abuse or psychological violence or non-physical abuse, is a form of abuse characterized by a person subjecting or exposing another person to a behavior that may result in psychological trauma, including anxiety, chronic depression, clinical depression or post-traumatic stress disorder amongst other psychological problems.
Aggression in psychology and other social and behavioral sciences, refers to behavior that is intended to cause harm or pain. Aggression can be either physical or verbal. Behavior that accidentally causes harm or pain is not aggression. Property damage and other destructive behavior may also fall under the definition of aggression.
These include, but are not limited to, threatening or intimidating actions, racial or religious harassment, verbal abuse, and physical abuse. In a survey conducted by University College London during May 2006, the UK was thought by respondents to be Europe's worst country for anti-social behaviour, with 76% believing Britain had a "big or ...
[7] [11] [12] There is a sharp distinction between anger and aggression (verbal or physical, direct or indirect) even though they mutually influence each other. While anger can activate aggression or increase its probability or intensity, it is neither a necessary nor a sufficient condition for aggression.