Dear Stephen

I have attended your training years ago in HK, you mentioned that you have once thought of / conduct a sort of training for airline/ customer service staff to deal with angry customers. Can you share a bit about your idea, or if any reference material would be available?

I have to work with a group of customer service staff, they get an idea that if they can be "protected" better if the company agreee to install a glass panel at the open counter to separate them with the angry customers.

I would like to hear your comment
1) The staff is demanding some physical installation (though it maight not really do real protection), I hesitate if an psychological subsitution would be useful?
2) How do you think about the idea of stress inoculation? Would you say both method achieving similar result while yours would be faster?
3) Other than bringing people into trance to stengthen their personal boundary, would it be useful to use any anchor/ symbols in reality to remind they are still "protected"?
4) How would you comment on helpfulness on training alone, if the company did not provided necessary support in policy level?