01
ANGER & VIOLENCE
IN WORKPLACE
02
CAUSES
Desk Rage/Customer Rage (70%) - Yelling, Verbal Abuse and Physical Violence.
People low on Personality Dimension tend to be more aggressive
Frustration,stress and fear
Violence is sabtogated on other EMPLOYEES (backstabbing, spreading rumors) or
ORGANIZATION (Property damage)
The Physical work environment (workspace,noise, temperature, ventilation, color)
Hostile work environment (toxicity)
Model other's behaviour
Violence in community
03
DEALING WITH ANGER
ANGER AND EMOTIONAL BEHAVIOR CONTROL
Negative side - perception problems, poor decision making, stress, harms health
Positive side - Asssertive behavior to resolve problems
Cannot control anger but can control behavior
Tips:
Thoughts affects feelings and feelings affect behavior, relationship &
performance
Develop a positive attitude about how you deal with anger
Use rational thinking.
Look for positives
Look for humor
Assertive behavior
Use Anger Journal
04
ANGER OF OTHERS AND EMOTIONAL BEHAVIOR CONTROL
Tips:
Think and be like Bill Gates
Be Empathetic and Use Reflectine Statements to Calm the person
Never use put down statement
Dont respond to anger or threats with same behavior
Dont give order or ultimatum
Watch your non verbal communication
Realize that anger is natural and encourage people to vent it in appropriate
ways.
Acknowledge other person's feelings
Get Away if Necessary
05
06
PREVENTING VIOLENCE
SIGNS OF POTENTIAL VIOLENCE
Take Verbal threats seriously
Watch non verbal communication
Watch for stalking and harrassment
Watch for damage to property
Watch for indication of alcholo and drug use
Include Isolated Employee
Look for presence of weapons or objects that might be used as
weapons
07
PREVENTION OF VIOLENCE
INDIVIDUAL PREVENTION
Realize that police department wont
help you prevent violence.
Look for escalating violence / anger so
that you can difuse it before it becomes
serious
Never be alone with a potentially
violent person
Be aware of organization's policy for
calling in help
Report any trouble incidents to security
08
ORGANIZATIONAL PREVENTION
Train all employees to deal with
anger
Take quick disciplinary action against
violent employees
Screen job applicants for past or
potential violence so that they aren't
hired.
Develop good work environment
Demotions, firings and layoffs should
be handled in humane way
THANK YOU