6-BEHAVIORAL MANAGEMENT
TECHNIQUES
6-1 Stress Management
6-2 Conflict ManagementNegotiation
6-3 Anger Management
Author:Prof.Dr.Tomas Ganiron Jr
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6-1 Stress Management
Author:Prof.Dr.Tomas Ganiron Jr
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WHAT IS STRESS?
• It is your mind and body’s response or
reaction to a real or imagined threat, event
or change.
* The threat, event or change are commonly
called stressors. Stressors can be internal
(thoughts, beliefs, attitudes or external (loss,
tragedy, change).
Author:Prof.Dr.Tomas Ganiron Jr
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1.
EUSTRESS
2.
DISTRESS
Author:Prof.Dr.Tomas Ganiron Jr
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1. EUSTRESS
 This is caused by happy and exciting events in our
lives such as Child birth, graduation, promotion,
going abroad and weddings.
 This stress is positive, progressive, normal,
necessary, tolerable and manageable.
Author:Prof.Dr.Tomas Ganiron Jr
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2. DISTRESS
 This is caused by sad and unexpected events in our
lives such as death, ill-health, divorce and loss of a
job
 This stress is negative, abnormal, regressive, and
disturbing.
 This is the stress that needs to be managed.
Author:Prof.Dr.Tomas Ganiron Jr
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BURNOUT
 It is the lethargic feeling that comes in when
someone’s energy is depleted, at which time they
no longer feel like doing anything.
 It is not only about the work place. It is about life
issues too. People lose enthusiasm and become
pessimistic. They view everything as an
impossibility and they no longer have the vigour
to go on
Author:Prof.Dr.Tomas Ganiron Jr
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ALARM STAGE
* As you begin to experience a stressful event
or perceive something to be stressful
psychological changes occur in your body.
* This experience or perception disrupts
your body’s normal balance and
immediately your body begins to respond to
the stressor(s) as effectively as possible.
Author:Prof.Dr.Tomas Ganiron Jr
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SYMPTOMS OF ALARM STAGE
*
*
*
*
Cardiac - increased heart rate
Respiratory - increased respiration
Skin - decreased temperature
Hormonal - increased stimulation of
adrenal genes which produce an
adrenal rush.
Author:Prof.Dr.Tomas Ganiron Jr
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RESISTANCE STAGE
During this stage your body tries to cope or
adapt to the stressors by beginning a process
of repairing any damage the stressor has
caused. Your friends, family or co-workers
may notice changes in you before you do so
it is important to examine their feedback to
make sure you do not reach overload.
Author:Prof.Dr.Tomas Ganiron Jr
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SYMPTOMS OF RESISTANCE STAGE
* Behavior indicators include lack of
enthusiasm for family, school, work or life in
general, withdrawal, change in eating habits,
insomnia, hypersomnia, anger, fatigue.
* Cognitive indicators include- poor
problem solving, confusion, nightmares,
hyper-vigilance.
Author:Prof.Dr.Tomas Ganiron Jr
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EXHAUSTION STAGE
During this stage the stressor is not being
managed effectively and the body and mind
are not able to repair the damage.
Author:Prof.Dr.Tomas Ganiron Jr
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EXAMPLES OF EXHAUSTION STAGE
Digestive disorders, withdrawal, headaches,
tension, insomnia, loss of temper.
Author:Prof.Dr.Tomas Ganiron Jr
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SOURCES OF STRESS IN AN
ORGANIZATION
 Tight deadlines
 Work load/less work load
 Frequent transfers
 Long working hours
 Repetitive nature of work
 Low job satisfaction
Author:Prof.Dr.Tomas Ganiron Jr
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SOURCES OF STRESS IN AN
ORGANIZATION cont-- Field work
 Cultural diversity
 Obsession with work
 Inadequate resources
 Lack of proper communication
 Different expectations
 Weather conditions
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SYMPTOMS OF STRESS
PHYSICAL SIGNS
 Overeating/eating too little
 Tension/headaches
 Fatigue
 Muscle aches
 Substance abuse
 Indigestion
Author:Prof.Dr.Tomas Ganiron Jr
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SYMPTOMS OF STRESS
EMOTIONAL SIGNS
 Anxiety
 Frustration
 Mood swings
 Bad Temper
 Nervousness
 Crying spells
 Lack of self esteem & confidence
Author:Prof.Dr.Tomas Ganiron Jr
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SYMPTOMS OF STRESS
MEDICAL SIGNS
 Ulcers
 High blood pressure
 Insomnia
 Loss of libido (interest in sex)
 Fainting
 Colds, flu, bronchial asthma & other infections
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Stress Management
 This is all about taking charge: taking charge of your
thoughts, your emotions, your schedule, your
environment, and the way you deal with problems.
 The ultimate goal is a balanced life, with time for work,
relationships, relaxation, and fun – plus the resilience
to hold up under pressure and meet challenges head
on.
Author:Prof.Dr.Tomas Ganiron Jr
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PROPER STRESS COPING
MECHANISMS
1. Become Self Aware
 One way of doing this is understanding your self
concept. This helps one to accept situations and look
for realistic solutions knowing that life needs to go
on.
 This means that one will be able to orient rapidly to
change & accept to get help from external sources
Author:Prof.Dr.Tomas Ganiron Jr
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PROPER STRESS COPING
MECHANISMS cont---
2. Develop and Maintain a positive Attitude
 Psychology says that we have the ability within us to
choose our feelings and attitudes irrespective of the
situation we are going through
Author:Prof.Dr.Tomas Ganiron Jr
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PROPER STRESS COPING MECHANISMS
cont--4. Develop Hobbies
 Don’t just sit there staring into space. Get up and
swim, walk, watch a play, dance, join the choir or do
community work.
5. Manage your Time
 Make time for yourself and make your priorities
right.
 Empower your juniors by delegating without
abdicating
Author:Prof.Dr.Tomas Ganiron Jr
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PROPER STRESS COPING MECHANISMS
cont--6. Understand your environment
 It is your responsibility to know your operating
environment. What is your boss like? What does
he/she like? Who are the decision makers?
 Appreciate that your boss also has his/her own
stress.
Author:Prof.Dr.Tomas Ganiron Jr
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PROPER STRESS COPING
MECHANISMS cont--7. Be Proactive
 Stephen R. Covey (1989) in his book, ‘The 7 habits
of effective people’ states that reactive people are
affected by the weather but proactive people carry
their weather with them. Whether it rains or shines
makes no difference to them. They are value driven.
Author:Prof.Dr.Tomas Ganiron Jr
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PROPER STRESS COPING MECHANISMS
cont--8. Eat Well
 Three square meal a day!! Proper nutrition is
important. A good breakfast is a must if you are to
stop craving for unhealthy snacks at 10 o’clock.
 Avoid processed foods and unnecessary sugar
intake.
Author:Prof.Dr.Tomas Ganiron Jr
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PROPER STRESS COPING MECHANISMS
cont--9. Nurture your Love life
 The sacrifices each one in the relationship makes
with both partners respecting their individuality and
developing one another become cushions in times of
trouble.
 Stable emotions boost one’s whole being
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PROPER STRESS COPING
MECHANISMS cont--10. Keep good grooming
 This uplifts one’s self esteem and restores the lost
self image which is destroyed by stress.
11. Exercise regularly
Author:Prof.Dr.Tomas Ganiron Jr
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SUGGESTED RELAXATION ACTIVITIES
TO REDUCE STRESS
 Deep breathing: This can be done even as one is
seated on the office chair
 Going for a walk: Gives one a chance to ‘smell the
flowers’
 Take up a sport: Keeps your body active and takes
up your idle time
 Meditation: Religious or other forms: Away to seek
peace.
Author:Prof.Dr.Tomas Ganiron Jr
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SUGGESTED RELAXATION ACTIVITIES
TO REDUCE STRESS
 A picnic out with the family: Enjoy different
surroundings from usual
 Vigorous Dancing: Good exercise to release
negative energy
 Gardening: Gives you a chance for outdoor
activities
 Learning to speak a new Language: Improves
your self esteem
Author:Prof.Dr.Tomas Ganiron Jr
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Author:Prof.Dr.Tomas Ganiron Jr
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Definition of Conflict
 A condition that exists anytime two or more
people disagree
 Is a form of competition between perceived or
actual incompatible needs, goals, desires, ideas,
or resources(collectively called interests the
“desired state”).
 A natural phenomenon, neither inherently good
or bad, but there may be positive or negative
outcomes.
Author:Prof.Dr.Tomas Ganiron Jr
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Causes of conflict
 Conflict of aims- different goals
 Conflict of ideas- different interpretations
 Conflict of attitudes - different opinions
 Conflict of behavior- different behaviors are
unacceptable
Author:Prof.Dr.Tomas Ganiron Jr
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Conflict Management
 It involves implementing strategies to limit the
negative aspects of conflict and to increase the positive
aspects of conflict at a level equal to or higher than
where the conflict is taking place.
 To enhance learning and group outcomes and not
concerned with eliminating all conflict or avoiding
conflict.
Author:Prof.Dr.Tomas Ganiron Jr
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Conflict Management
In situations of crisis and potential conflict always remember star
STAR
We need to:
STOP
THINK
ANALYSE
RESPOND
Author:Prof.Dr.Tomas Ganiron Jr
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Conflict Resolution Strategies
 AVOIDANCE
 FORCE
 ACCOMMODATE
 COMPROMISE
 COLLABORATE
Author:Prof.Dr.Tomas Ganiron Jr
Wait/See
Win/Lose
Lose/Win
Lose/Win
Win/Win
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Conflict Management
Strategies
Author:Prof.Dr.Tomas Ganiron Jr
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Conflict Continuum
I win, you lose (competition—A)
I lose or give in (accommodate—B)
We both get something
(compromise—C)
We both “win”(collaborate—D)
A
B
C
D
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1. Force (Competition)
 This is a type of conflict management strategy by using
formal authority or other power that you possess to satisfy
your concerns without regard to the concerns of the party
that you are in conflict with.
Author:Prof.Dr.Tomas Ganiron Jr
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1. Force (Competition)
 Plus
 The winner is clear
 Winners usually experience gains
 Minus
 Establishes the battleground for the next conflict
 May cause worthy competitors to withdraw or leave the
organization
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2. Accommodate
 This is a type of conflict management strategy by
allowing the other party to satisfy their concerns
while neglecting your own.
Author:Prof.Dr.Tomas Ganiron Jr
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2. Accommodation
 Plus
 Curtails conflict situation
 Enhances ego of the other
 Minus
 Sometimes establishes a precedence
 Does not fully engage participants
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3. Avoidance
 This is a type of conflict management strategy by not
paying attention to the conflict and not taking any
action to resolve it.
Author:Prof.Dr.Tomas Ganiron Jr
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4. Compromise
 This is a type of conflict management strategy by
attempting to resolve a conflict through identifying a
solution that is partially satisfactory to both parties,
but completely satisfactory to neither.
Author:Prof.Dr.Tomas Ganiron Jr
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4. Compromise
 Plus
 Shows good will
 Establishes friendship
 Minus
 No one gets what they want
 May feel like a dead end
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5. Collaborate
 This is a type of conflict management strategy cooperating
with the other party to understand their concerns and
expressing your own concerns in an effort to find a mutually
and completely satisfactory solution (win-win).
Author:Prof.Dr.Tomas Ganiron Jr
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5. Collaboration
 Plus
 Everyone “wins”
 Creates good feelings
 Minus
 Hard to achieve since no one knows how
 Often confusing since players can “win” something they
didn’t know they wanted
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Tips for Managing Workplace
Conflict
 Build good relationships before conflict occurs
 Do not let small problems escalate; deal with them as they






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arise
Respect differences
Listen to others’ perspectives on the conflict situation
Acknowledge feelings before focussing on facts
Focus on solving problems, not changing people
If you can’t resolve the problem, turn to someone who can
help
Remember to adapt your style to the situation and persons
involved
WHAT IS NEGOTIATION ?
 The word "negotiation" originated from the Latin
expression, "negotiatus", which means "to carry on
business".
 The process of conferring to arrive at an agreement
between different parties, each with their own interests
and preferences.
 “A give-and-take decision-making process involving
interdependent parties with different preferences.”
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Why do we NEGOTIATE ?
 To reach an agreement
 To beat the opposition
 To compromise
 To settle an argument
 To make a point
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TYPES OF NEGOTIATION
 Distributive Negotiation
 Integrative Negotiation
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st
1
Type: Distributive Negotiation
 Parties compete over the distribution of a fixed sum of
value. The key question in a distributed negotiation is,
“Who will claim the most value?” A gain by one side is
made at the expanse of other.
 The Seller’s goal is to negotiate as high a price as possible;
the Buyer’s goal is to negotiate as low a price as possible.
 Thus, the deal is confined: there are not much
opportunities for creativity or for enlarging the scope of
the negotiation.
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2nd Type: Integrative Negotiation
 In
Integrative Negotiation, parties cooperate to achieve
maximize benefits by integrating their interests into an
agreement. This is also known as a win-win negotiation.
* The key questions is: “How can the resource best be utilized?”
 Integrative negotiations tend to occur in following situations:
 – Structuring of complex long-term Strategic Relationships or
other collaborations.
 – When the deal involves many financial and non-financial
terms.
 In an integrative negotiation,, there are many items and issues to
be negotiated, and the goal of each side is to “create” as much
value as possible for itself and the other side.
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BATNA
BATNA is an acronym for:
Best
Alternative
To
a
Negotiated
Agreement
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Why BATNAs Matter
 BATNAs tell you when to accept and when to reject an
agreement
When a proposal is better than your BATNA: ACCEPT
IT
When a proposal is worse than your BATNA: REJECT
IT
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BATNA
 “Best Alternative to a Negotiated Agreement”
 Develop “your” BATNA
 - List your alternatives
 - Evaluate your alternatives
 - Establish your best as your BATNA
 Consider “their” BATNA
 Have a Reservation Point – the least you will accept
 List their alternatives – their BATNA
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Example:
[Showroom salesman
V/s customers]
BATNA Example
 A persons go for car
purchase.
[To negotiate with showroom sales man for
lesser price]
 The car owner is not
agreeing for the lesser
price.
 Than customer can ask for
Radial tires[best alternative]
with any increase in price
further.
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NEGOTIATION TIPS
1) Do not underestimate your power.
2) Do not assume that other party knows
your weaknesses.
3) It is a mistake to assume you know what
the other party wants.
4) Never accept the 1st offer.
5) Don’t fear to negotiate.
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SKILLS FOR EFFECTIVE NEGOTIATION
 Preparation and planning skill
 Knowledge of the subject
 Ability to think clearly and rapidly
under pressure and uncertainty
 Ability to express thoughts verbally
 Listening skill
 Patience
 General problem-solving and
analytical skills
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6-3 Anger Management
Author:Prof.Dr.Tomas Ganiron Jr
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What is Anger?
Anger is "an emotional state that varies in
intensity from mild irritation to intense fury and rage."
- Charles Spielberger, PhD
Author:Prof.Dr.Tomas Ganiron Jr
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Anger is:
 a result of our thinking
 a choice
 controlled by your own
thinking
Author:Prof.Dr.Tomas Ganiron Jr
Anger is not:
 a reflex
 automatic
 caused by others
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SYMPTOMS OF ANGER EXPRESSION
1. PASSIVE ANGER
2. AGGRESSIVE ANGER
Author:Prof.Dr.Tomas Ganiron Jr
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1. PASSIVE ANGER
 Dispassion-such as giving the cold shoulder or phony
smiles, looking unconcerned, sitting on the fence while
others sort things out, dampening feelings with
substance abuse, overeating,
and oversleeping.
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1. PASSIVE ANGER
 Evasiveness- such as turning your back in a crisis,
avoiding conflict, not arguing back, becoming phobic.
 Ineffectualness- such as setting yourself and others
up for failure, choosing unreliable people to depend
on, being accident prone, underachieving, sexual
impotence, expressing frustration at insignificant
things but ignoring serious ones.
Author:Prof.Dr.Tomas Ganiron Jr
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1. PASSIVE ANGER
 Obsessive Behavior-such as needing to be
inordinately clean and tidy, making a habit of
constantly checking things, over-dieting or overeating,
demanding that all jobs be done perfectly.
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1. PASSIVE ANGER
 Psychological Manipulation- such as, sabotaging
relationships, using sexual provocation, using a third
party to convey negative feelings, withholding money
or resources
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1. PASSIVE ANGER
 Secretive Behavior -such as giving the silent
treatment or under the breath mutterings, avoiding
eye contact, putting people down, anonymous
complaints, poison pen letters and stealing.
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1. PASSIVE ANGER
 Self Blame-, such as apologizing too often, being
overly critical, inviting criticism.
 Self sacrifice-such as being overly helpful, making do
with second best, quietly making long suffering signs
but refusing help, or lapping up gratefulness
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2. AGGRESSIVE ANGER
 Bullying- such as threatening people directly,
persecuting, pushing or shoving, using power to
oppress, shouting, driving someone off the road,
playing on people‘s weaknesses.
 Destructiveness, such as destroying objects, harming
animals, destroying a relationship, reckless driving,
substance abuse,
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2. AGGRESSIVE ANGER
 Grandiosity- such as showing off, expressing
mistrust, not delegating, being a sore loser, wanting
center stage all the time, not listening, talking over
people's heads, expecting kiss and make-up sessions to
solve problems.
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2. AGGRESSIVE ANGER
 Hurtfulness- such as physical violence, including
sexual abuse and rape, verbal abuse, biased or vulgar
jokes, breaking a confidence, using foul language,
ignoring people’s feelings, discriminating d, blaming,
punishing people for unwarranted deeds, labeling
others.
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2. AGGRESSIVE ANGER
 Manic behavior- such as speaking too fast, walking
too fast, working too much and expecting others to fit
in, driving too fast, reckless spending.
 Selfishness-such as ignoring others' needs, not
responding to requests for help.
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2. AGGRESSIVE ANGER
 Threats, such as frightening people by saying how you
could harm them, finger pointing, excessively blowing
a car horn, slamming doors.
 Unjust Blaming-such as accusing other people for
your own mistakes, blaming people for your own
feelings, making general accusations.
Author:Prof.Dr.Tomas Ganiron Jr
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2. AGGRESSIVE ANGER
 Unpredictability-such as explosive rages over minor
frustrations, attacking indiscriminately, inflicting
harm on others for the sake of it, using alcohol and
drugs and illogical arguments.
 Vengeance- such asrefusing to forgive and forget,
bringing up hurtful memories from the past.
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 Feelings of Power
 Self-Righteous
 Get people’s attention
 Make them do what you want
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These are examples of Common factors that can make
people angry:
•Losing someone you love
•Sexual frustration
•Being tired, hungry or pain
•Physical withdrawal from certain medicines
or drugs
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Anger Management
 It refers to a system of psychological techniques and
exercises by which someone with excessive or
uncontrollable anger& aggression can control or
reduce the triggers, degrees, and effects of an angered
emotional state.
Author:Prof.Dr.Tomas Ganiron Jr
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The Assertive Problem Solving Style of anger management
can be summed up using the ACTS technique.
ACTS
A = AWARE of your anger signals
C = CONTROL your response
T = TALK about the situation in a calm, polite, and
assertive manner
S = SOLVE the problem through a mutually agreeable
plan of action
Author:Prof.Dr.Tomas Ganiron Jr
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CAN ANGER BE A POSITIVE?
 Although anger is often viewed as a negative feeling, it
can be used in a positive way…
 Anger provides cues that there is a problem
 Anger provides energy and can help motivate action
 Anger encourages the expression of feelings
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WAYS TO EASE FEELINGS OF ANGER
 Take a walk or engage in some other physical activity
 Perform a relaxation exercise (e.g. meditation,






progressive relaxation, etc.)
Read a book
Listen to music
Watch television
Talk to or call a friend
Write in your journal
Complete chores
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Practicing Relaxation
 Progressive relaxation
 Take 3 deep abdominal breaths and imagine the tension
leaving your body as you exhale
 Clench your fists and hold for up to 10 seconds (use this
amount of time for each muscle group). Release.
 Tighten your biceps. Release.
 Tighten your triceps. Release.
 Continue to follow the directions above for each muscle
group making sure you include muscles in your face,
shoulders, and core, and continue to breathe deeply.
Author:Prof.Dr.Tomas Ganiron Jr
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• Exercise
• Music (Diaphragmatic breathing)
• Classical or sound of nature
• Praying (Salah)
• Warm Bath
• Massage
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•Identify a range of feelings including anger
•Identify aggressive acts by self and others
•Identify self-destructive behavior
•Identify thoughts prior to aggressive acts
•Identify internal cues to feelings of anger
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Anger can be your friend or enemy;
it depends on the way in which
you choose to express it.
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Anger is a natural part of life. It has many causes and there
are many ways to deal with anger.
When anger has a connection with spirituality, it is
important to acknowledge it and try to understand where the
anger is coming from.
Often, it is best to go through this process with a trusted
professional, such as a therapist or appropriately trained
spiritual leader.
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