Trying to Defuse Aggressive Behaviour?

Pierre — Thu, 09 Jul 2009 00:37:20 +0000

Correctly defusing aggressive behaviour will have a serious impact on your personal safety. Below are some useful guidelines.

Summary of defusion tactics
1. Breathing	Calm yourself first, breathe out gently or apply breathing relaxation techniques	18. Pacing	While avoiding patronising behaviour show a person that you understand by modelling some of their behaviour.
2. Listening	Even if you think you know exactly what the problem is, give them an opportunity to explain it.	19. Humour	Humour is high risk-high gain!
3. Body Language	Over 90% of communication is non-verbal (body language and tonality)! Positive, relaxed an open posture is essential.	20. Paraphrase or Clarify	Play back the person’s statements in different, more appropriate words to show that you have listened.
4. Personal Space	Remember to keep your distance.	21. Reassure	Let the person know you are ready to help.
5. Eye Contact	Frequent but short eye contact is advisable.	22. Reflect	Summarise your assessment of the situation.
6. Share feelings	Simply state your feelings, rather than accusing them of making you feel those emotions.	23. Questioning	To encourage the other person to talk, ask open questions. To clarify, follow up with closed questions.
7. Leading body language	At the beginning, match their body language until you feel rapport has been established. The subtly lead them to more positive body language.	24. Acknowledge	Acknowledge the other person’s views and opinions.
8. Time Out	If you feel you are losing control of your own emotions, attempt a time-out.	25. Alternatives	If another person’s needs cannot be met (or met fully) try to offer alternatives.
9. Allow ventilation	An angry person is rarely listening – therefore let them vent their anger before you try to defuse	26. Conciliation	Use an “inhibitory reflex” to indicate you wish the fight to stop.
10. Watch Signals	Be aware of warning signals, but also signs of calming in the aggressor.	27. Referral	If you cannot solve the problem (or if you are the problem) try to refer the aggressor to someone else.
11. Redirect	Get the person moving!	28. Slowing Down	Try not to show that you are pushed for time.
12. Distract	Try distracting the aggressor’s attention away from the emotion causing aggression.	29. Taking Notes	This can give the positive impression of taking the situation seriously.
13. Equalise height	Try to avoid being at very different eye levels – this can increase aggression.	30. Set targets	Set out what needs to be achieved and by when.
14. Fogging	Agree with any truth in the statements used against you.	31. One at a time	If a situation is complex, tackle each aspect separately after agreeing to a list of issues.
15. Natural consequences	Let people know the consequences of their behaviour.	32. Simple first	Solving a simple problem can calm the aggressor down.
16. Silence	Similar to venting, but especially useful for telephone abuse. Keep silent until the aggressor gives you a moment to speak – then ask a question.	33. Establish Reality	Be clear and honest about what you can and cannot do.
17. When-technique	If you have been accused of something (e.g. racism) respond by asking “when did you start thinking that…”	34. Summarise	Review what you have agreed and what each of you has agreed to do.

Over 288,000 Assaults on British Workers Every Year.

Pierre — Mon, 06 Jul 2009 10:16:07 +0000

Estimates from the 2006/07 British Crime Survey (BCS) indicated that there were approximately 397,000 threats of violence and 288,000 physical assaults by members of the public on British workers during the 12 months prior to the interviews.

There were 6,404 RIDDOR reported injuries caused by violence at work during the financial year 2006/07. These reports comprise 4 fatal injuries, 932 major injuries and 5,468 non-major injuries that resulted in absence from work for at least three days. This compares to 6 624 RIDDOR reported injuries caused by violence in 2005/06.

Estimates from the 2006 Fit3 employee survey suggest that 16% of workers have been subject to abuse or violence in the last three months. For 67% of these victims this happened more than once and 66% of victims knew the person who was abusive or violent towards them.

The Fit3 employee survey estimates that 33% of victims of workplace violence or abuse do not report the incident. The most common reasons given for non-reporting included dealing with the matter themselves and feeling it was too trivial to mention. 14% believed management would not have done anything about it.

23% of respondents to the Fit3 employee survey say they know of no mechanisms in place to protect them from violence or abuse.

Trends in violence at work are difficult to interpret, with survey estimates tending to fluctuate from year to year. However, recent figures have been fairly stable.

The highest estimated rates of fatal, major and over 3-day injuries reported to HSE through RIDDOR were found in the minor occupational groupings of prison service officers below principal officer (1,187 per 100,000 workers), police officers (sergeant and below) (478 per 100,000 workers) and bus and coach drivers (301 per 100,000 workers).

Most RIDDOR reported incidence of violence occurred in the broad industry grouping of services reflecting the occupations with highest rates.

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Trying to Defuse Aggressive Behaviour?

Over 288,000 Assaults on British Workers Every Year.