Let’s Protect Our Frontline Workers from Rude Customers

From videos of drunk and disorderly airline passengers to stories
of hospital visitors angrily refusing to wear masks,
customer-facing work seems to have gotten a lot more difficult –
even dangerous -- over the past few years. It's important that
organizations understand the experience of frontline workers now,
and help to better protect their employees, says Christine Porath,
professor of management at Georgetown University. She's studied
incivility for 20 years, and has spoken to workers in many
industries in the last few years about what it's like working with
customers today - with stress, anger, and incivility seemingly on
the rise. And she has advice for managers and leaders. Porath is
the author of the HBR Big Idea article "Frontline Work When
Everyone Is Angry."