Workplace Anger Management

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Questions and Answers

Which of the following is the MOST accurate definition of anger, according to the content?

  • A sudden displeasure resulting from a perceived injustice, often with a desire for retribution. (correct)
  • A prolonged feeling of sadness and hopelessness due to unresolved personal issues.
  • A state of constant irritation caused by minor daily inconveniences.
  • A calculated response to gain control in challenging interpersonal situations.

According to the content, what are the criteria for judging whether anger is appropriate?

  • It must be proportional to the threat, based on a logical reason, and aimed at reducing harm. (correct)
  • It is only appropriate if it leads to immediate resolution and does not cause discomfort.
  • It is appropriate if it asserts dominance and clearly communicates dissatisfaction.
  • Anger is always inappropriate and should be avoided.

According to the content, why is 'evasion' considered an unhealthy response to anger?

  • It can lead to stress, headaches, and depression. (correct)
  • It directly confronts the issue, leading to potential conflict.
  • It allows feelings to be expressed openly, preventing them from building up.
  • It ensures that the issue is addressed immediately, avoiding misunderstandings.

What does the content suggest about the impact of an outburst of anger?

<p>It can escalate anger and aggression without resolving the underlying issue. (A)</p> Signup and view all the answers

Which of the following is recommended as a strategy to manage everyday frustrations?

<p>Taking deep breaths and listening to soothing music. (B)</p> Signup and view all the answers

According to the content, why should all-or-nothing phrases be avoided when communicating with someone while controlling anger?

<p>They tend to alienate others. (B)</p> Signup and view all the answers

According to the content, in managing anger, what is the purpose of using humor?

<p>To quickly defuse tense feelings and put things into perspective. (D)</p> Signup and view all the answers

What does the content suggest regarding sarcasm as an expression of anger?

<p>It is sometimes another unhealthy way of expressing anger. (C)</p> Signup and view all the answers

According to the content, what should one do if it is not possible to control anger even after trying various strategies?

<p>Consider talking to a doctor about anger management counselling. (B)</p> Signup and view all the answers

What does the acronym 'CALM' stand for in the 'CALM technique'?

<p>Calm yourself first, Acknowledge the client, Listen actively, Make sure the situation is clearly understood (D)</p> Signup and view all the answers

According to the content, in which scenario, should arguments be avoided at all costs?

<p>When an irate customer approaches you arguments should be avoided at all costs. (B)</p> Signup and view all the answers

According to the content, what is one aspect of acknowledging a client when using the CALM technique?

<p>Clarifying the situation by asking more about it and maintaining good eye contact. (A)</p> Signup and view all the answers

According to the content, what is one of the most important steps in dealing with an angry person?

<p>Calm yourself first to effectively calm the angry person. (A)</p> Signup and view all the answers

Which of the following is the MOST important reason for ensuring the situation is clearly understood when using the CALM technique?

<p>To ensure you have the right information when starting to work on a solution. (B)</p> Signup and view all the answers

Why is 'containment' considered an unhealthy response to anger?

<p>It leads to stress, other related illnesses and uncontrolled outbursts. (A)</p> Signup and view all the answers

What is the MOST appropriate action in the 'Listen actively' step of the CALM technique?

<p>Never interrupting the angry person when he or she is explaining the situation. (C)</p> Signup and view all the answers

Which of the following best describes 'displacement' as a response to anger, according to the content?

<p>Taking out anger on something or someone else who is not the object of your anger. (C)</p> Signup and view all the answers

What is the MOST appropriate initial response when you start to feel angry, according to the content?

<p>Take a few seconds to assess whether you have control over the situation or whether it's important enough to get angry about. (A)</p> Signup and view all the answers

According to the content, what is 'indirect expression' of anger?

<p>Hiding the real reason for being angry and blaming it on a different cause. (A)</p> Signup and view all the answers

According to the content, what is the potential result of avoiding all situations that trigger anger?

<p>Escalation of stress-related illnesses. (A)</p> Signup and view all the answers

Flashcards

Anger

A sudden, keen displeasure aroused by real or assumed injury accompanied by the desire to punish.

Appropriate Anger

Anger that fulfills three criteria: a real threat exists, it is proportional to the threat, and actions reduce threat without harm.

Evasion (of anger)

Evading anger leads to stress and related illnesses, such as headaches and depression.

Containment (of anger)

Containing anger results in uncontrolled outbursts and stress-related illnesses.

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Displacement (of anger)

Taking out anger on someone or something not the object of your anger.

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Indirect expression (of anger)

Occurs when the real reason for anger is hidden and blamed on a different reason.

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Regular exercise (and anger)

Helps reduce stress and improves mood, making it easier to cope with life's uncertainties.

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Situation control (and anger)

Ask yourself if you have control over the situation or if it's worth getting angry about.

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Everyday Frustrations

Break tension by taking deep breaths, relaxing, or listening to soothing music.

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CALM Technique

An effective method to defuse tense situations, especially with irate customers.

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Calm yourself first

In order to effectively calm an angry person, you have to be calm yourself first.

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Acknowledge the client

Acknowledge what the customers says is important, clarify the situation by asking for more information. Maintain good eye contact.

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Listen Actively

Never interrupt the angry person when he or she is explaining the situation.

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Make sure the situation is clearly understood

Make sure the situation is clearly understood to have the right information when starting to work on a solution.

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Study Notes

  • The lesson aims to equip individuals with the ability to manage work-related situations

Anger

  • Anger is defined as a sudden, keen displeasure caused by real or assumed injury or injustice, often accompanied by a desire to punish
  • It is a normal human emotion, but becomes problematic when people allow it to control them

Appropriate Anger

  • For anger to be considered appropriate, these three criteria must be met:
    • A real threat must exist
    • The level of anger must be proportional to the level of the threat
    • The action taken should reduce the threat without causing harm

Inappropriate Anger

  • Inappropriate anger is damaging and must be avoided

Managing Anger

  • Changing one's response helps control the effects of anger, requiring expression of feelings
  • Actions to avoid:
    • Evasion to avoid stress and related illnesses, such as headaches and depression
    • Containment because it can lead to uncontrolled outbursts and stress
    • Displacement by taking anger out on the wrong target
    • Indirect expression by hiding the real reason for the anger

Controlling Anger

  • Outbursts of anger escalate anger and aggression, so a change in lifestyle and thinking is necessary for anger management
  • Regular exercise reduces stress and improves mood, aiding in coping with uncertainties
  • When angry, assess control over the situation and its importance- action may be needed if the answer is yes to both
  • Everyday frustrations can be diffused by taking deep breaths, relaxing, or listening to music

Communication

  • Important for dealing with hostility without angering others
  • To control anger in hostile situations:
    • Count to ten, take a deep breath
    • Speak calmly and logically, thinking carefully before speaking
    • Listen respectfully
    • Avoid all-or-nothing phrases
    • State desires or needs politely instead of making demands
    • Postpone the discussion if too angry

Additional Tips

  • Humour defuses tense feelings and provides perspective
  • Recognizing anger triggers involves keeping record of when and where anger arises
  • Counselling and therapy is an option if anger control is not possible

CALM Technique

  • Used to defuse tense situations, especially with irate customers
  • The method includes:
    • Calm yourself first and avoid being defensive
    • Acknowledge the client by showing that what they say is important
    • Listen actively by never interrupting
    • Make sure the situation is clearly understood before working on a solution

Key Terms

  • Evasion
  • Containment
  • Displacement
  • Indirect expression
  • CALM technique

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