Dealing with the public can be a challenging, yet rewarding experience. Every individual providing service to others both within and outside of an organization is accountable for professional behavior. It is everybody’s right to work in a safe, respectful, harassment and violence-free environment. At times, situations can occur that are difficult. This is an interactive program with case studies, small group discussion, and video vignettes. Participants will leave knowing how to define harassment, recognize inappropriate and violent behaviors, handle angry individuals, communicate assertively, and take action when these incidents occur.