Workers who meet or interact with customers and/or the public can face a risk of harm from workplace hazards due to the nature of their work. These hazards can include verbal and physical threats, even violence. This book is designed to help workers and employers risk assess working conditions and situations that may be encountered and try to provide the safest possible working environment. The information, guidance and support in this book is intended to ensure those working with customers and/or the public are best prepared to deal with disruptive or difficult people professionally and safely.