As a customer service manager, my job is dealing with confrontation.
Customer complaints are a huge part of what I deal with, and more than half are from irate customers who are looking for either a confrontation, or some sort of compensation. I never take the bait from those looking for a fight, just listen, nod, and respond appropriately to the given situation. Sometimes it deserves compensation, and sometimes the complaint is so far fetched that compensation is not the answer. When customers start to get personal, I have learned to give back just enough to show they will not get anywhere by insulting me, without ever having to raise my voice or lose my composure.
Now, when it comes to dealing with my employees, I often have to confront them on issues such as policy violations, customer complaints, till shortages, etc. I have a very unique group in my current location, as a whole, they are not open to corrective action, or constructive criticism, so every sit down results in confrontation. I have no issues holding my own there, I don't like it, but I can handle it very well. It usually ends with an employee yelling and screaming, sometimes quitting, but I refuse to lose my cool over job related issues.
