RESPONDING TO ESCALATING LEVELS OF ANGER

LEVELS OF ANGER

LEVEL I

Employee upset, behavior different than normal baseline. Sensitive to criticism. Passive-aggressive, work, procrastination, sarcasm, late to etc. Irritable, frustration. Performance on the job within normal limits. Facial effect: frowns, staring, grimacing, signs.

RESPONSE

Proactive, donít avoid Reflective listening Clarify feelings, issues/concerns Maintain privacy Direct problem solving Acknowledge angry feelings/ Validate some concerns Redirection strategies/ Assign different task May not document- under job performance affected

LEVEL II

Behavioral symptoms/escalating and discernable. Angry remarks, criticism of others, company, etc. More emotional, less rational. Job performance affected (griping/complaining to others). Difficulty concentrating. More errors. Tight, fast, jerky body movements. Absenteeism/tardiness.

RESPONSE

Formal performance review and recommendation Remove from situation Acknowledge anger Use calm voice, sit down, express Desire to problem solve Clarify issues/grievances Be non-defensive, willing to explore To look at all sides of issue Reduce job tasks temporarily Use time outs Relaxation/physical (walking) Recommend resources (EAP, medical legal) Allow employees to express their perception of the problem

LEVEL III

Escalating physical, emotional and psychological arousal. Raising voice, throwing things about, slams door, threats (ranging from vague to specific). Rationally limited, becoming Rationally limited, becoming more visually oriented. Combative aggressive Physical agitation- pacing the floor Tunnel vision. Ambivalence between feelings and action. Extensive self-talk. Profane and vulgar language.

RESPONSE

Use team approach Avoid confrontation, power struggle Contact significant others Access for further violence potential Formal Referrals Medical leave, day off "Competency evaluation" Keep physical distance Donít patronize, be straight forward, Assertive, stay focused on issues Avoid threats Allow at least 1-1.5 hours cool of period Stay focused on issues, reassure safety and hopefulness Continued documentation

LEVEL II

Asaultive behavior Destruction of property Threats that are specific and means available Not rational, high level of physical, emotional and psychological agitation Intoxication May not reveal intentions No longer ambivalent

RESPONSE

Emergency action Safety first Call police(without notification to employee) Removal of property Weapon - Do whatís told Require medical release to return to work Consider restraining order contact significant others