Hot Topics Format and Structure

Look at the format of this text from a training manual.

Click on all the statements that are true.

		The main heading is 'Coping with aggression'.

		The main heading is 'What is customer aggression?'

		The writer has used subheadings to show that similar information is grouped together.

		The writer has used subheadings to show that the parts of the text are unrelated.

		The subheadings are in bold so that the reader can easily see what information is in each section.

COPING WITH AGGRESSION

What is customer aggression?
Customer aggression may include verbal abuse, racial and sexual harassment or physical threats.

Reducing customer aggression
Stay calm. If you get upset or angry, you will not be able to deal properly with the situation. Never argue with a customer. Getting into an argument only makes matters worse. Try to offer a solution.