Re: "Verbal Aikido: 7 Ways To Handle Difficult Customers"
Comments about her credentials or her inspiration from Segal movies are missing the point. The OP was asking for
"What are your thoughts on these principles and their use "off the mat"?"
I think the general idea presented is a good one at least. Situations should always IMO be 1) avoided, 2) verbally descalated, or 3) merciful self defense carried out, probably in that order. This artice focused on customers, where 1) and 3) are not options. So that leaves 2) as the only solution that is feasible given the constraints of the situation. I think her #4 is especially helpful, as it stresses empathy, not sympathy.