Encountering aggression, whether in the workplace or daily life, is unfortunately a shared experience for many. Managing this aggression, particularly from adults, demands a thoughtful response to prevent escalation. Unlike dealing with a toddler’s tantrum, giving an adult a ‘time out’ isn’t socially acceptable, making it crucial to respond with tact and control. This article explores practical ways to manage aggression through both verbal and non-verbal communication.
Aggression often stems from deep emotional responses, triggered by threats or anger. To effectively manage aggression in others, one must first understand and control their own emotional reactions. Recognising personal triggers and learning to navigate emotional responses is key. The ability to respond assertively, as opposed to passively or aggressively, can guide the other person toward a more constructive approach.
A fundamental trigger for aggression is frustration or anger, emotions that demand expression. Providing the individual with a platform to express themselves is crucial. Active listening, allowing them to articulate their concerns, fosters a supportive atmosphere rather than a confrontational one. Displaying empathy and understanding reinforces a relationship built on support, not opposition.
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Recognising and reflecting the other person’s emotions can be especially helpful. Acknowledge their feelings, expressing regret for the situation, and showing understanding:
“I can see that this has made you really angry, and I’m not surprised. It sounds really awful.”
“I can tell that you’re really upset about this. I’m really sorry you’ve been made to feel like this.”
Note: Caution should be exercised to avoid reinforcing aggressive behaviour through defensive or angry responses.
Several factors contribute to reducing the likelihood of aggressive behaviour. Individuals who are naturally passive are less prone to aggression. Feeling safe, expecting respectful treatment, understanding social norms, and effective communication all act as deterrents. A calm and respectful environment minimises the likelihood of aggression.
For Organizations
Consider environmental changes to discourage aggression. A less formal, more egalitarian setting can be less intimidating. Simple gestures like offering refreshments during meetings can establish a caring relationship from the start.
Techniques for Professionals to Defuse Aggression
For those encountering aggression in their professional lives, employing both verbal and non-verbal techniques is crucial.
Non-verbal Behaviors:
• Be aware of body language, maintaining a non-threatening, open stance.
• Maintain good eye contact without appearing confrontational. • Move slowly and steadily, keeping physical movements calm. • Respect personal space.
Verbal Behaviors:
• Listen actively, emphasising positive aspects without minimising negatives.
• Show respect through polite formalities while working towards familiarity.
• Demonstrate understanding and empathy by reflecting, clarifying, and summarising thoughts and feelings.
• Avoid expressions of power, such as “You must calm down.” • Encourage responsibility for behaviour redirection, directing it into more positive outlets.
Coping After Aggression
Reactions to aggression vary widely, influenced by personal experiences, upbringing, gender, culture, and more. Coping strategies include reporting the event, discussing it with supervisors, and employing stress management techniques. Acknowledging the stress and seeking support is vital to navigating the aftermath effectively.
Understanding aggressive behaviour involves recognising personal reactions and navigating emotions within oneself and others. The first line of defence is self-control, not retaliation. Listening and treating individuals with humanity can significantly contribute to defusing aggression. Most people don’t aspire to be angry or aggressive, making empathy and understanding powerful tools in fostering a harmonious environment.