"An invaluable tool for trained and untrained practitioners from any sphere of health care work. It adds to the rapidly growing body of knowledge in this area, but becomes a standard by which others can be measured ." Stephen Worth MPhil, BSc (Hons) RNT, RCNT, Nurse Teacher University of Manchester, Nurse Education Today No 20, January 2000
theories are discussed in this book; they are useful and mentally stimulating. But there is also a great deal of really useful, practical advice about personal alarms, diversionary tactics methods of avoiding the escalation of aggression and reducing tension. I certainly recommend it highly.
" Michael Johnson, Membership Manager, The Association of Medical Secretaries, Practice Manager, Administrators and Receptionists