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Health Promotion Northwest
Employee Assistance Program
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Violence In The Workplace : Recognizing and Defusing Aggressive Behavior
FRUSTRATION AGGRESSION HYPOTHESIS
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People have goals.
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When people are blocked from reaching goals, they experience
frustration.
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When the block is perceived as arbitrary - the person becomes
aggressive.
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At times, the aggression takes the form of violence.
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Sometimes the violence is directed against the source of the block,
sometimes a "scapegoat" is chosen, and sometimes the violence is directed against the self.
AGGRESSIVE BEHAVIOR IS REINFORCING
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The more frustration builds, the greater the chance of aggressive
action.
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Aggressive actions often lead to a release of frustration (which can
feel good) and can become habit forming.
AGGRESSION CONTINUUM
Examples of On-The-Job Aggression - LEAST INJURIOUS
Behavior - Plays mean pranks; Unwanted joking, teasing; Occasionally
argues with customers, coworkers, or supervisors; Swears at others;
Belligerence; Spreads harmful rumors or gossip; Refuses to cooperate with
supervisor, coworkers; Breaks rules...
Examples of On-The-Job Aggression - MODERATELY INJURIOUS
Behavior - Refuses to comply with work rules; Intentionally damages or
wastes company property or merchandise; Engages in sabotage; Vandalizes
facilities; Argues frequently with customers; Argues frequently with
coworkers and/or supervisors; Theft...
Examples of On-The-Job Aggression - HIGHLY INJURIOUS
Behavior - Verbal or physical attacks; Assaults coworkers, supervisors,
or customers; Has anger-related accidents; Stalking behavior, rape; Arson;
Murder; Carries unauthorized weapon...
PREVENTING AND DEFUSING AGGRESSIVE WORKPLACE BEHAVIOR
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BEFORE: Prevention
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DURING: Response |
AFTER: Defusing |
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Pre-Screening
Implement Ground Rules
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Pro-Safety / Respect
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Zero Tolerance
Zero Tolerance
Train Supervisors & Staff
Constructive Discipline
Response Plan
Drug Testing
Access Control
Weapons Policy
Reporting Avenue
Danger Assessment
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Warning Signs
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Consultation with EAP
Anger Management Skills
Conflict Management Skills
Mediation
Support / Validate Staff:
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Authority Alert
Response Team
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Security
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911 / Sheriff
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Plant
Damage Control
Threat Assessment
Media Relations |
Critical Incident
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Education
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Debriefing
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Stabilization
Follow-Up
Survivor Support
Rebuild Safety
Return to Work |
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FIVE WARNING SIGNS OF ESCALATING BEHAVIOR
Because reason and emotion move up and down on a sliding scale, our
attitudes, circumstances and misperceptions can collide into unexpected
behavior. Recognizing the warning signs of escalating behavior will assist
you in coping with that reaction and hopefully defusing frustration or
anger.
#1 CONFUSION
It is the first sign of escalating behavior, characterized by
bewilderment or distraction. A person is uncertain or unsure of the next
course of action.
Suggested Response:
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Listen to their concerns
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Ask clarifying questions
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Give factual answers
#2 FRUSTRATION
It is characterized by reaction or resistance to information.
Impatience. Feeling a sense of defeat in the attempt of accomplishment.
Client may try to bait you into a response.
Suggested Response:
#3 BLAME
This is the beginning of potentially hazardous behavior. Placing
responsibility for problems on everyone else. Accusing or holding others
responsible and finding fault with the actions of others.
Suggested Response:
#4 ANGER
Anger is characterized by a visible change in body posture and
disposition. Actions include pounding fists, pointing fingers, shouting or
screaming. This signals very risky behavior.
Suggested Response:
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Utilize venting techniques
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Don’t offer solutions
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Don’t argue
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Prepare to evacuate or isolate
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Contact supervisor and/or security
#5 HOSTILITY
Behavior may include physical actions or threats which appear imminent.
Acts of physical harm or property damage. Out-of-control behavior signals
they have crossed the line.
Suggested Response:
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Health Promotion Northwest
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