1. Crisis the next Level Violence and Conflict AngerHostility Conflict Resolution

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

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

4. Contributing factors

5. Where violent behaviour may be encountered

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

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

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

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

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?

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

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

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

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

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 person’s cooperation. Help them look for other solutions Try to get the person’s cooperation. Help them look for other solutions Restraint is the last resort! Restraint is the last resort!

16. Conflict Anger & Hostility Management and Resolution

17. Conflict Occurs normally in daily life Is it a necessary component for living??

18. Conflict An inner and outer struggle occurring regarding ideas, feelings or actions Types 1.Intrapersonal 2.Interpersonal 3.Intergroup

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

20. Conflict Resolution Acknowledge that there is a conflict Acknowledge that there is a conflict Identify & acknowledge each other’s need Identify & acknowledge each other’s 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

21. Each of the above strategies have individual merits. Cooperation Assertiveness Avoiding Competing Compromising Collaborating Accommodating

22. Avoiding Passive/uncooperative response, lose- lose situation Passive/uncooperative response, lose- lose situationUses:

23. Compromising Moderately assertive & cooperative, middle of the road; both parties partially win Uses:

24. Competing Aggressive, little consideration of other’s points of view, I win - you lose Uses:

25. Accommodating Passive and cooperative- giving in, need to preserve harmony, you win- I lose Uses:

26. Collaborating Assertive and cooperative, Win-Win Uses:

27. Expressing Anger Effectively 1. Determine the real reason behind your anger 2. Don’t 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

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 it’s over, let it be over. Move on!

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

30. Conflict Resolution Strategies Avoiding Avoiding Competing or dominance Competing or dominance Accommodating or surrender Accommodating or surrender Compromising Compromising Collaborating Collaborating