HRM 420 Week 5 Managing Aggression in the Workplace video

I consider Managing Aggression in the workplace video interesting. The video is definitively very informative.There were several things that caught my attention.
For instance: when you are dealing with an angry person, you need to use calm tone and say, "I am sorry this happen" because a sorry reduce anger. Don't take anything personally, ignore the insults and try to solve the problem. In other words, we need to move from the problem to the solution.