ANGER & AGGRESSION

CAUSES OF ANGER

• Long wait for help
• Receiving bad or unexpected news
• Client may feel they have no options
• Dashed expectations
• Loss of control; people in powerful positions finding themselves dependent
• Personality disorder, substance abuse, alcohol intoxication, and withdrawal or anxiety

WARNING BELLS: RECOGNIZE THEM BEFORE THINGS GET OUT OF CONTROL

• Voice – suddenly slow, soft or loud, boisterous, and abusive
• Face – loss of eye contact; frowning; red face and red eyes
• Physical – coming too close; sudden threatening movements in upper limbs

DO…

• Keep a safe distance—neither too close nor too far
• Stay cool, calm, and composed
• Correctly acknowledge the emotion that the client is projecting. Never mistake anger as anxiety or irritable behavior
• Acknowledge legitimacy, when appropriate, without blaming anyone
• Listen actively by making good eye contact and nodding
• Identify intensity of anger—”How angry have you been?”
• Ask open questions: “What makes you feel so…?”
• Explore the reasons for anger and identify focus of anger
• Apologize, where appropriate
• Finally, if all above options fail to work, take a break for some time, but do come back
• Assertive, non-aggressive communication about what is OK and is NOT OK is important

DON’T…

• Interrupt a client’s or relative’s outburst
• Caution a rude client for rude language
• Deny reality, no matter how cruel
• Talk to a client from behind
• Get angry, especially when the client questions your credentials or competence
• Challenge the client’s interpretation and criticize them for their reaction
• Respond in a defensive manner
• Try to pacify them by touching them
• Block their way