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.

Stress and your Personal Safety

Pierre — Wed, 08 Jul 2009 20:46:12 +0000

Stress can be good for you – in reasonable quantities. However acute pressure can cause significant health and safety risks, as illustrated here:

Effects of stress on bodily functions.

	Normal (relaxed)	Under pressure	Acute pressure	Chronic pressure. (stress)
Brain.	blood supply normal	blood supply up	Thinks more clearly	Headaches or migraines, tremors and nervous tics.
Mood.	Happy	serious	Increased concentration	Anxiety, loss of sense of humour.
Saliva	Normal	Reduced.	Reduced.	Dry mouth, lump in throat.
Muscles.	Blood supply normal	blood supply up	improved performance	Muscular tension and pain.
Heart.	Normal rate and blood pressure.	Increased rate and blood pressure.	Improved performance	Hypertension and chest pains.
Lungs.	Normal respiration	Increased respiration rate.	Improved performance	Coughs and asthma.
Stomach.	Normal blood supply and acid secretion.	Reduced blood supply and increased acid secretion.	Reduced blood supply reduces digestion.	Ulcers due to heartburn and indigestion.
Bowels.	Normal blood supply and bowel activity.	Reduced blood supply and increased bowel activity.	Reduced blood supply reduces digestion.	Abdominal pain and diarrhoea.
Bladder.	Normal.	Frequent urination	Frequent urination due to increased nervous stimulation.	Frequent urination, prostatic symptoms.
Sexual organs.	(Male) Normal. (Female) Normal periods etc.	(M) Impotence (decreased blood supply) (F) Irregular periods.	Decreased blood supply.	(M) Impotence. (F) Menstrual disorders.
Skin.	Healthy.	Decreased blood supply. Dry skin.	Decreased blood supply.	Dryness and rashes.
Biochemistry.	Normal: Oxygen consumed, glucose and fats liberated.	Oxygen consumption up, glucose and fats consumption up.	More energy immediately available.	Rapid tiredness.

(Source: A Melhuish, Executive Health, London Business books. 1978).

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Trying to Defuse Aggressive Behaviour?

Stress and your Personal Safety