We may talk about the term "customer service" and ask our staff members to avoid public arguments in front of residents and family members. But nevertheless, volatile situations happen every day. It matters a lot, and here are the psychological implications why.
There have been countless nursing home managers, supervisors, and even HR executives, who have committed impolitic comments about employees in email messages. Those comments often become evidence in cases where employees sue employers for alleged forms of harassment and/or discrimination or some variant of wrongful discharge.
An old college friend spent one summer delivering pizzas. For reasons that will soon be obvious, I won't reveal his name.