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Crisis the next Level Violence and Conflict AngerHostility Conflict Resolution Slide 2 Anger Pre hostile/violent Plenty of reasons people can be angry Try to determine the reason for the anger Try to determine the reason for the anger Often an expression of frustration Often an expression of frustration Displacement Displacement Slide 3 Violent Behaviour Three Essential Characteristics of: Violence is a defensive reaction Violence is a defensive reaction Violence produces more violence Violence produces more violence Violent episodes are time limited Violent episodes are time limited Slide 4 Contributing factors Slide 5 Where violent behaviour may be encountered Slide 6 Physical Brain disease or dysfunction may directly cause violent behaviour Brain disease or dysfunction may directly cause violent behaviour Medical conditions such as epilepsy, hypoglycemia Medical conditions such as epilepsy, hypoglycemia May be accompanied by memory loss, impaired vision, feelings of panic May be accompanied by memory loss, impaired vision, feelings of panic Often not an isolated event Often not an isolated event Slide 7 Frustration Violence may be a result of a frustrating experience Violence may be a result of a frustrating experience Frustration rage aggression Frustration rage aggression Goal of the aggression is to remove the source of the frustration and clear a path to the desired goal Goal of the aggression is to remove the source of the frustration and clear a path to the desired goal Violent prone persons have a low tolerance for frustration and want immediate gratification of their needs Violent prone persons have a low tolerance for frustration and want immediate gratification of their needs Slide 8 Threat Violent behaviour is a defensive reaction Violent behaviour is a defensive reaction Anticipation of harm may evoke a violent response Anticipation of harm may evoke a violent response A threat may be physical, psychological, real or imagined A threat may be physical, psychological, real or imagined Any aggressive behaviour to one object or person may be transferred to another object or person Any aggressive behaviour to one object or person may be transferred to another object or person Slide 9 Alcohol and drugs May diminish self control May diminish self control Violent behaviour is usually impulsive. With decreased self control, the person may display violent behaviour that is out of character Violent behaviour is usually impulsive. With decreased self control, the person may display violent behaviour that is out of character Alcohol and drug withdrawal Alcohol and drug withdrawal Slide 10 Other causes of violence Cultural acceptance of violence Cultural acceptance of violence Fear of helplessness Fear of helplessness Need for power Need for power Desire for wealth, prominence and influence Desire for wealth, prominence and influence Role models Role models Marital disagreement Marital disagreement Your turn - Can you think of any others? Slide 11 Assessment of the violent person Violent episodes are usually evident Violent episodes are usually evident Violence has occurred before you arrive Violence has occurred before you arrive If ongoing, protect yourself and others If ongoing, protect yourself and others Police Police Remain calm and in control Remain calm and in control ANTICIPATE A REOCCURENCE ANTICIPATE A REOCCURENCE Slide 12 Signs of potential violence Primarily aggression, threatening statements Primarily aggression, threatening statements Clenched fists, gritting teeth, pounding fists, loud and aggressive speech, high level of activity Clenched fists, gritting teeth, pounding fists, loud and aggressive speech, high level of activity Impulsiveness, paranoid statements Impulsiveness, paranoid statements Best predictor of violence is a previous history Best predictor of violence is a previous history Slide 13 Intervention First, ensure your own safety First, ensure your own safety Speak with a calm voice and in a controlled manner Speak with a calm voice and in a controlled manner Separate the person from others Separate the person from others Person may feel out of control and be frightened by his own behaviour Person may feel out of control and be frightened by his own behaviour Slide 14 Also Be confident in your ability to help Be confident in your ability to help Be patient it takes time to deal with violence. Do not rush in do a thorough assessment of the situation Be patient it takes time to deal with violence. Do not rush in do a thorough assessment of the situation Be aware of your own reactions to the situation fear, prejudice, expectations Be aware of your own reactions to the situation fear, prejudice, expectations Slide 15 Consider Good listening skills are important Good listening skills are important Eye contact Eye contact One person should do the talking One person should do the talking Focus on the here and now Focus on the here and now Keep your distance do not isolate yourself Keep your distance do not isolate yourself DO NOT touch a violent person DO NOT touch a violent person Try to get the persons cooperation. Help them look for other solutions Try to get the persons cooperation. Help them look for other solutions Restraint is the last resort! Restraint is the last resort! Slide 16 Conflict Anger & Hostility Management and Resolution Slide 17 Conflict Occurs normally in daily life Is it a necessary component for living?? Slide 18 Conflict An inner and outer struggle occurring regarding ideas, feelings or actions Types 1.Intrapersonal 2.Interpersonal 3.Intergroup Slide 19 Sources of Conflict Different goals Different goals Different methods of meeting the goals Different methods of meeting the goals Different values Different values Lack of understanding or information Lack of understanding or information Overlapping roles and unclear responsibilities Overlapping roles and unclear responsibilities Personality conflicts often have more than one source Slide 20 Conflict Resolution Acknowledge that there is a conflict Acknowledge that there is a conflict Identify & acknowledge each others need Identify & acknowledge each others need Identify alternative resolutions and consequences for each individual Identify alternative resolutions and consequences for each individual Select alternative that meets the needs and goals of each individual Select alternative that meets the needs and goals of each individual Implement the alternative selected and evaluate the results Implement the alternative selected and evaluate the results Slide 21 Each of the above strategies have individual merits. Cooperation Assertiveness Avoiding Competing Compromising Collaborating Accommodating Slide 22 Avoiding Passive/uncooperative response, lose- lose situation Passive/uncooperative response, lose- lose situationUses: Slide 23 Compromising Moderately assertive & cooperative, middle of the road; both parties partially win Uses: Slide 24 Competing Aggressive, little consideration of others points of view, I win - you lose Uses: Slide 25 Accommodating Passive and cooperative- giving in, need to preserve harmony, you win- I lose Uses: Slide 26 Collaborating Assertive and cooperative, Win-Win Uses: Slide 27 Expressing Anger Effectively 1. Determine the real reason behind your anger 2. Dont let your anger build 3. If confrontation is your choice, select an appropriate time and place for your meeting 4. Stick to the major or most recent reasons for your anger Slide 28 Expressing Anger Effectively 5. Attack the problem, not the person 6. Listen carefully to what the other person has to say. 7. Treat the other person with respect. 8. Recognize when to quit 9. When its over, let it be over. Move on! Slide 29 Positive Outcomes of Conflict Prevents stagnation or thoughtless conformity Prevents stagnation or thoughtless conformity Stimulate exploration of new ideas & procedures Stimulate exploration of new ideas & procedures Stimulates new relationships, healthy acceptance and adjustment to change Stimulates new relationships, healthy acceptance and adjustment to change Problems are revealed, discussed and potentially resolved Problems are revealed, discussed and potentially resolved Slide 30 Conflict Resolution Strategies Avoiding Avoiding Competing or dominance Competing or dominance Accommodating or surrender Accommodating or surrender Compromising Compromising Collaborating Collaborating