Download - Workplace Violence Prevention
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Workplace Violence Prevention
Compiled by Ce-Classes.com
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Learning Objectives
After completing this course, participants will:– Identify aggressive behavior and anger
triggers.– Describe techniques for managing
anger.– Identify the warning signs of workplace
aggression and de-escalation techniques.
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Course Description This course reviews the incidence, causes and
interventions to reduce workplace violence. The course begins with a theoretical overview of anger and aggression while considering its impact within the work place. The course content examines a spectrum of destructive aggressive behaviors, warning signs of violence, and anger triggers. Communication skills and de-escalation techniques are also reviewed in detail as interventions for anger and potential violence in the workplace. The content of this course is designed to help employees learn how to manage their own anger and how to deal with others who are angry in an effort to reduce the potential for workplace violence.
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Anger arises and aggression occurs
o According to Novaco, anger is simply a subjective but normal emotional state that is agitated by some environmental occurrence (as cited by Hollin).
o According to Glomb, Steel and Arvey, aggression is a behavioral manifestation of feeling angry.
(Berkowitz)
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Anger and Violence
Emotions are a factor of the human condition, whether felt or faced.
Varied human emotions can be exhibited in a positive or negative manner including anger.
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Anger and Violence
According to Novaco, anger is simply a subjective but normal emotional state that is agitated by some environmental occurrence (as cited by Hollin).
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Anger and Violence
The legitimate emotional state of anger is significantly related to aggression because aggression is a behavioral manifestation of feeling angry.
(Glomb, Steel, & Arvey)
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Anger and Violence
Berkowitz made an interesting point, “Anger arises and aggression occurs”.
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Anger and Violence
According to Neuman and Baron, workplace aggression is defined as “efforts by an individual to harm others with whom they work, or have worked, or the organizations in which they are presently or where presently employed”
( Glomb, Steel, & Arvey).
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Anger and Violence
For the purposes of this training we will focus on the implications of the aggressive behavior on an interpersonal level, such as colleague to colleague or towards organizational outsiders.
( Glomb, Steel, & Arvey).
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Workplace Violence What is critical to understand about specifying
the difference in definition between aggression and workplace aggression is the perspective of intentionality of the harm.
For example, yelling at a coworker because he/ she cannot hear you over an outside car alarm maybe aggressive behavior but not an aggressive intentional act. Yelling at a coworker because you are angry they embarrassed you in a meeting; shows intent to harm another
( Glomb, Steel, & Arvey).
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Spectrum of Organizational Anger and Aggression
The emotional state of anger is neither good nor bad.
Thus, anger can be constructive or destructive. The problem comes about when we don’t know how to properly handle or when we lose control of our own emotions.
( Glomb, Steel, & Arvey; Peacock)
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Spectrum of Organizational Anger and Aggression
Constructive– Opening lines of communication with
management for future development– Channeling your anger into positive
motivation energy towards your work
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Spectrum of Organizational Anger and Aggression
Destructive- Not relaying an important message from
the supervisor.- Discontinue “going the extra mile”. - Yelling at a coworker.- Spreading false rumors about a coworker. - Destroying property.- Physical harm to a coworker or customer.
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Spectrum of Workplace Aggression
Gossip
Work Slowdowns
StealingSabotage
Physical Violence/Homicide
(Martinko, Douglas, & Harvey; Nuckols).
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Workplace Aggression
Workplace aggression is not always about physical violence or homicides, although it does receive the most attention in the media and in research.
(LeBlanc & Kelloway)
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Workplace Aggression
Although the U.S. Bureau of Labor Statistics indicates homicides to be the second leading cause of workplace death, only 4-7% of these homicides are committed by fellow colleagues.
(LeBlanc & Kelloway)
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Workplace Aggression
This extreme level of workplace aggression can be reduced by creating a prevention plan and simply being aware of our colleagues and organizational aggression levels.
(LeBlanc & Kelloway).
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Workplace Aggression
First, take all threats seriously and inform management immediately. Better safe than sorry!
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Workplace Aggression
Prepare for "what if" situations by understanding company procedures and mental reflection.
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Workplace Aggression
Your organization should have an action plan in case these extreme levels of aggression should occur, be proactive and know the plan or voice your concern constructively to management that the organization should develop and implement a prevention plan.
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Workplace Aggression
Also, you should internally prepare for this hypothetical event so you can remain calm and not be caught off guard.
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Workplace Aggression
Be vigilant of aggressive behavior and warning signs. At this point you might be asking yourself…
So how do we as proactive employees become more aware?
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Create a prevention plan and be aware of aggression levels.
Take all threats seriously and
inform management immediately.
Prepare for "what if"
situations by understanding
company procedures and
mental internalization.
Be vigilant of aggressive behavior
warning signs.
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Spotting The Warning Signs Being aware of our surroundings at
work and watching out for changes in coworkers level of aggressive behavior can help reduce increases in the continuum.
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Spotting The Warning Signs Stage one warning signs include:
– Unusual behavior changes – Uncooperative with direct supervisor on a
regular basis . – Argues with coworkers constantly – Spreads gossip and rumors deliberately to
harm others. – Excessively hostile toward customers or
coworkers. – Irritability and anxiety escalates.
Wood Holes Oceanographic Institution prevention plan for workplace violence
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Spotting The Warning Signs Stage two warning signs include:
– Writes violent or sexual notes to other employees or management.
– Verbalizes desires to harm coworkers or employer. – Sabotages equipment or steals property. – Continuously disregards company policies and
procedures. – Levels of arguments or altercations increase with
all personnel . – Noted decrease in interest and confidence in
work .Wood Holes Oceanographic Institution prevention plan for workplace violence
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Spotting The Warning Signs Stage three identifies when anger
intensifies resulting in:– Depression or withdrawal. – Property destruction . – Physical fighting. – Suicidal threats. – Use of weapons to harm others.
Wood Holes Oceanographic Institution prevention plan for workplace violence
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Anger Styles: Classifying Aggressive Behavior
Now that we understand the continuum of aggressive behavior in the workplace and how to spot the warning signs, let us shift our attention to examine the three main anger styles: avoiders, exploders, and assertors.
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Classifying Aggressive Behavior
Avoiders demonstrate a passive aggressive style by suppressing their anger internally. They generally blame themselves and feel that showing anger overtly will cause others to reject them.
(Peacock)
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Classifying Aggressive Behavior
Avoiders typically also feel resentment and lower self-esteem or engage in passive aggressive behavior. For instance, deleting a coworker’s project whom made you angry earlier in the day without them knowing it was you; thus an indirect aggressive act. However, this solved nothing which usually leads to an avoiding becoming an exploder.
(Peacock)
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Classifying Aggressive Behavior
Exploders express their aggression in an outright verbal or physical manner. They are generally enraged easily and are overly sensitive to criticism. Although expressing their anger usually makes them feel better, exploders end up hurting others and aggressive behavior continues to escalate because they do not solve the problem.
(Peacock)
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Classifying Aggressive Behavior
Without intervention avoiders and exploders may utilize addictive substances, harm themselves, or commit criminal violent acts.
(Peacock)
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Classifying Aggressive Behavior
On the other hand, assertors employ techniques to manage anger and keep cool when angry feelings starts to bubble. They effectively communicate to explain why they are angry and resolve the anger trigger.
(Peacock)
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Anger Styles
Avoiders-Suppress• A form of passive
anger. • Suppress anger
internally.• Feel resentment and
lower self-esteem. • Engage in passive
aggressive behavior.
Exploders- Express• Destructive
aggression.• Outward verbal or
physical aggression.• May hurt others or
escalate behaviors.
Assertors- Calm It Down• Keeps their cool.• Employs effective
communication and problem solving skills.
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Anger Triggers Everyone is angered by different
buttons: There are many cultural and gender
differences in anger triggers.
(Peacock; Glomb, Steel, & Arvey; Rokach; Martinko, Douglas, & Harvey).
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Anger Triggers Anger triggers include but are not
limited to: frustrations, annoyances, causal-reasoning style, adverse work conditions, rigid rules and procedures, aggressive organizational cultures, mistreatments or injustices, and physical provocation.
(Peacock; Glomb, Steel, & Arvey; Rokach; Martinko, Douglas, & Harvey).
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Anger Triggers This paradigm demonstrates that an
individual’s funneling process of anger triggers indicates their relationship towards reacting aggressively and provides an additional dynamic to guide proactive measures to reduce workplace aggression.
(Peacock; Glomb, Steel, & Arvey; Rokach; Martinko, Douglas, & Harvey).
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Anger Triggers Although our buttons get pushed, we
need to implement a strategy to efficiently handle the anger in a constructive manner consequently implementing an assertive anger style.
(Peacock; Glomb, Steel, & Arvey; Rokach; Martinko, Douglas, & Harvey)
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Anger Styles
Since we are all going to experience anger, learning our anger triggers as well as aggression controlling techniques will help us become better at managing our behavior and maintaining an assertor anger style.
(Peacock)
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Reasoning Styles
Causal-reasoning styles deals with locus of control theory which states that people attribute successes and failures in different ways.
(Peacock; Glomb, Steel, & Arvey; Rokach; Martinko, Douglas, & Harvey).
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Reasoning Styles
Internalists believe that their efforts where direct result of the outcome while externalists believe that others are to blame or it was destiny that caused them to succeed or fail.
(Peacock; Glomb, Steel, & Arvey; Rokach; Martinko, Douglas, & Harvey).
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Reasoning Styles
Attribution theory is closely related to the concept of locus of control but centers on the behaviors and emotions resulting in their attribution patterns.
(Peacock; Glomb, Steel, & Arvey; Rokach; Martinko, Douglas, & Harvey).
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Reasoning Styles
These theories support the idea of a hostile attribution style in which associates within the workforce of predisposed toward aggressive behavior.
(Peacock; Glomb, Steel, & Arvey; Rokach; Martinko, Douglas, & Harvey).
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Anger Triggers
Frustrations – come about when something we
expected does not happen creating an inability to reach a goal. This many lower the person’s self-esteem leading to an avoider’s maladaptive methods of handling anger.
(Peacock; Glomb, Steel, & Arvey; Rokach; Martinko, Douglas, & Harvey).
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Anger Triggers
Annoyances – are the everyday things that agitate us:
you step in gum, someone cuts you off while driving home, or you are continuously being interrupted during a meeting.
(Peacock; Glomb, Steel, & Arvey; Rokach; Martinko, Douglas, & Harvey).
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Anger Triggers
Mistreatments or injustices – include things like: ridicule, name-
calling, being blamed for something you did not do, or a private personal matter has been spread around the office.
(Peacock; Glomb, Steel, & Arvey; Rokach; Martinko, Douglas, & Harvey).
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Anger Triggers
Adverse work conditions – encompass environmental stressors
include triggers like overcrowding, extreme temperatures, noise or threats to safety. Here the same rule of thumb for handling rigid rules can be utilized to minimize the trigger.
(Peacock; Glomb, Steel, & Arvey; Rokach; Martinko, Douglas, & Harvey).
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Anger Triggers
And obviously, physical provocation triggers anger by providing an eminent fear of physical harm triggering a fight or flight response.
(Peacock; Glomb, Steel, & Arvey; Rokach; Martinko, Douglas, & Harvey).
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How to Manage Your Anger
From Furious To Calm, Cool and Collected– Know your triggers and avoid if possible– Restructure your thinking– Use relaxation methods– STEP BACK technique– Communication– Problem solving techniques
(Peacock; Feindler & Starr)
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How to Manage Your Anger
The objective is to reduce problems in created by the intentionality of dysfunctional workplace aggression by knowing your anger trigger and implementing strategies to calm you down.
(Peacock; Feindler & Starr)
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How to Manage Your Anger
Knowing how to manage your anger and consequently control your aggressive behavior within the workplace will not only make the workplace more enjoyable - it will make you a more effective person and employee.
(Peacock; Feindler & Starr)
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How to Manage Your Anger
However, it is also important to remember that not every problem can be solved.
(Peacock; Feindler & Starr)
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How to Manage Your Anger
Some problems are detrimental and beyond the scope of this training program but focusing on handling the emotion by using the varied techniques mentioned will help you be effective whenever possible.
(Peacock; Feindler & Starr)
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How to Manage Your Anger
Chronic anger can become uncontrollable rage.
This requires more than implementing these techniques.
Professional counseling is recommended if you have chronic anger
(Peacock; Feindler & Starr)
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Know Your Triggers
First, pay attention to your body’s physiological changes so you can be aware of when you are becoming angry.
Such signal include: pounding heart, tight muscles, nervous stomach, and raising your voice.
Admitting you are angry is critical. (Peacock)
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Know Your Triggers
Knowing your triggers and avoiding them can help reduce aggressive behavior.
(Peacock)
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Managing Anger
Restructure your thinking There are 3 main types of irrational
thinking:1) Overgeneralization/Over dramatization2) Mind Reading3) Labeling
(Peacock)
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Managing Anger
Relaxation techniques can help you reduce the intensity of your anger to a range that is under control or removed.
(Peacock)
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Managing Anger
Techniques like – taking a few deep breaths, – counting to ten backwards, – calming visualizations– repeating a positive mantra– yoga exercises
can reduce frustration and lower your agitating physiological responses.
(Peacock)
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Managing Anger
STEP BACK TechniqueS - see the problem from the others
person’s point of view.T - take in what your counterpart is saying.E - examine the situation. P - pay attention to what is happening to
your body.
(Peacock)
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Managing Anger
STEP BACK TechniqueB - blend words of respect and friendship
into your interactions with coworkers.A - acknowledge when you are beginning
to feel anger.C - consider why you are angry.K - keep focused in regards to the present
and not the past experiences or grudges. (Peacock)
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Good Communication
Communication Skills are tools that help you effectively handle the many different problems you face.
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Managing Anger
Using good communication skills is key to managing anger and avoiding aggressive behaviors
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Good Communication
Involves • Maintaining or Enhancing Self-Esteem• Focusing on Specific Behavior and
Outcomes• Using Reinforcement Techniques• Listening Effectively• Asking for Feedback• Setting Goals and Follow-Up Dates
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Good Communication
Although effective communication results in maximized productivity it can also avoid errors that are attributed to faulty communication.
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Good Communication
Can also:– Maximize individual and team
productivity – Strengthen relationships between
departments– Improve overall job performance– Move average employees towards
excellence
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Good Communication
Focuses on specific behaviors
A behavior is something you can see a person do or hear a person say.
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Good Communication
You should concentrate on a specific action and avoid focusing on attitude or personality.
This reduces the risk of defensive reactions and hostile feelings.
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Good Communication
Explaining the outcome of the behavior helps others understand what behaviors you want more or less of and strengthens the impact of and effectiveness of your communication.
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Effective Listening Skills Listening is a skill that involves
hearing and showing others that you understand rather then just telling them.
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Effective Listening Skills Listening involves both the ear and
the brain; making it an active process that requires you to complete action steps to listen and particularly to listen EFFECTIVELY.
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Effective Listening Skills The true challenge of listening is not
to add your own approval or opinion. Reflecting what you hear back to
someone encourages more discussion and allows you to gather more information.
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Effective Listening SkillsBe aware of WHAT you say and
HOW you say it!
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Effective Listening Skills Listening is a tool that allows you to:
– Ensure your understanding of information.
– Build trust with others.– Give and get information through the
use of questions.– Control a conversation to keep it on
track.
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Effective Listening Skills 1. Acknowledging is the simplest and
quickest way of listening. It means responding in a way that shows you hear what’s being said and want the other person to say more.
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Effective Listening Skills 2. Paraphrasing involves using your
own words to summarize what you think you heard.
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Effective Listening Skills 3. Active Listening is the third and
most sophisticated level of listening. This listening skill identifies what the other person is feeling during a conversation or the content of a statement including the emotions involved.
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Effective Listening Skills Active listening is used in situations
where strong emotions are involved.
You diffuse the emotion so that of you can use logic, resolve the issue, and stay on track.
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Effective Listening Skills Until the negative emotion is gone,
no progress can be made and your efforts will be in vain or misdirected.
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Dealing Successfully with Angry People
Try to stay calm and keep control Acknowledge that the other person is
angry Use de-escalation techniques Listen without interrupting Try to understand the situation Emphasize that you are trying to help
(Emanuele)
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Dealing Successfully with Angry People
We not only deal with handling anger internally but we also need to know how to successfully manager external sources of anger whether between coworker to coworker or when working with an organizational outsider.
(Emanuele)
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Dealing Successfully with Angry People
Remaining calm is the first step, if you get agitated that situation will only escalate further and you will lose control.
Keep in mind that the other person is angry not you. Do not allow their emotional anger state to infect you.
(Emanuele)
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Dealing Successfully with Angry People
Use de-de-escalation and listening skill for a successful interaction, by listening without interrupting which will allow you to gain perspective on the other angry person’s point of view.
(Emanuele)
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Listening Is Critical
Listening is critical because it is the most important element for de-escalating a situation.
(Vanderbilt University Medical Center Universal Behavioral Precautions Techniques of Verbal De-escalation)
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Listening Is Critical
You should:o Listen to the client’s or coworker’s
frustration.o Empathize with their “dilemma”.
(Vanderbilt University Medical Center Universal Behavioral Precautions Techniques of Verbal De-escalation)
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Listening Is Critical
You should:o Understand how they perceive the
situation.o Find out what they want that they
are not getting?o Address their concerns in a polite
and efficient manner.
(Vanderbilt University Medical Center Universal Behavioral Precautions Techniques of Verbal De-escalation)
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Defusing a Situation Simply listening will allow the angry
person to vent so they can release their frustration to an empathetic person who cares about their situation. Listening attentively by using non verbal and verbal acknowledgement responses.
(Vanderbilt University Medical Center Universal Behavioral Precautions Techniques of Verbal De-escalation)
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Defusing a Situation Although, the angry person is venting
ensure that you are in control of the situation so it does not escalate.
(Ohbuchi, Agarie, & Kameda)
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Defusing a Situation Employing the active listening skills
will allow you to remove the emotion, in this case anger.
(Ohbuchi, Agarie, & Kameda)
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Defusing a Situation Once the anger is reduced the
problem solving can begin and the conversation can become more constructive.
(Ohbuchi, Agarie, & Kameda)
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Defusing a Situation Remember the this three step
process: – Accept what they say without opinion– Get feedback for content and emotion– Stop for their responses
(Ohbuchi, Agarie, & Kameda)
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Defusing a Situation In very difficult situations, you many
need to actively listen several times to reflect the emotion accurately and build understanding.
(Ohbuchi, Agarie, & Kameda)
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Defusing a Situation Apologizing is a step that we forget
to utilize because we are usually not to blame for the person’s angry state.
(Ohbuchi, Agarie, & Kameda)
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Defusing a Situation Apologizing is actually a form of
defense impression management and when completed successfully reduces the potential for aggressive behavior significantly.
(Ohbuchi, Agarie, & Kameda)
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Defusing a Situation You can obtain the same result if you
sincerely apologize for the unjust situation they are perceiving without taking on the blame.
(Ohbuchi, Agarie, & Kameda)
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Defusing a Situation Using statements like:
– “I'm so sorry you having such an bad day"
– "I'm sorry the situation has you so frustrated.“
– “I am sorry that this has happened to you”
(Ohbuchi, Agarie, & Kameda)
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Defusing a Situation Being aware of what is occurring is
extremely important.
Note when situation first escalates:– Louder voice– Fidgeting or – Aggressive gestures
Vanderbilt University Medical Center Universal Behavioral Precautions Techniques of Verbal De-escalation
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Defusing a Situation Avoid arguing or defending previous
actions. Avoid threatening body language
(don’t stand with arms crossed).
Vanderbilt University Medical Center Universal Behavioral Precautions Techniques of Verbal De-escalation
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Defusing a Situation Calmly but firmly outline limits of the
setting. If the situation continues to escalate,
seek help from others Management should be contacted
and may need to intervene.
Vanderbilt University Medical Center Universal Behavioral Precautions Techniques of Verbal De-escalation
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ReferencesBerkowitz, L. (1990). On the formation and regulation of anger and aggression. American Psychologist, 45 (4), 494-503.
Emanuele, P. Coping with Aggression. New York, NY: The Rosen Publishing Group, Inc.
Feindler, E.L. and Starr, K.E. (2003). From steaming mad to staying cool: A constructive approach to anger management. Reclaiming Children and Youth, 12 (3), 158-160.
Glomb, T.M., Steel, P D.G., and Arvey, R.D. (2002). Office sneers, snipes, and stabs wounds: Antecedents, consequences, and implications of workplace violence and aggression. In R.G. Lord, R.L. Klimoski, and R. Kanfer (Eds.) Emotions In The Workplace. San Francisco, CA: Jossey-Bass.
Hollin, C.R. (2003). Aggression Replacement training: Putting theory and research to work. Reclaiming Children and Youth, 12 (3), 132-135.
LeBlanc, M.M. and Kelloway, E.K. (2002). Predictors and outcomes of workplace violence and aggression. Journal of Applied Psychology, 87 (3), 444-453.
Martinko, M.J., Douglas, S.C., and Harvey, P. (2006). Understanding and managing workplace aggression. Organizational Dynamics, 35 (2), 117-130. Nuckols, C.C. (1994). Reducing workplace violence. Behavioral Health Management, 14 (4), 5-7. Ohbuchi, K, Agarie, N. and Kameda, M. (1989). Apology as aggression control: Its role in mediating appraisal of and response to harm. Journal of Personality
and Social Psychology, 56 (2), 219-227.
Peacock, J. (2000). Anger Management. Mankato, MN: Capstone Press. Rokach, A. (1987). Anger and aggression control training: Replacing attack with interaction. Psychotherapy, 24 (3), 353-362. Vanderbilt University Medical Center Universal Behavioral Precautions Techniques of Verbal De-escalation. Retrieved March 22, 2009, from
http://vumc.edu/deescaation. Wood Holes Oceanographic Institution Human Resource Workplace Violence Prevention Plan. Retrieved March 16, 2009,
fromhttp://www.whoi.edu/services/HR/supervis/violence.html