Comm Lecture 11: Anger, Hostility & Conflict PDF

lecture 11: Anger, Hostility & Conflict Objectives 1. Discuss the use of restraints/force. 2. Identify implications of the Mental Health Act. 3. Discuss approaches to handling violent patients. 4. Discuss using...

lecture 11: Anger, Hostility & Conflict Objectives 1. Discuss the use of restraints/force. 2. Identify implications of the Mental Health Act. 3. Discuss approaches to handling violent patients. 4. Discuss using assertiveness to manage conflict. 5. Differentiate between passive, aggressive, and assertive behavior. 6. Describe de-escalation techniques. 7. Identify manifestations of hostility. 8. Identify sources of anger, hostility, conflict, and frustration. Anger Definition: Emotion brought on by fear, threats, obstacles, or offensive situations. Annoyance: A mild form of anger. Resentment: A chronic form of anger. Hatred: Intense anger or animosity toward a person or group. Manifestations: Angry tone of voice. Facial expressions. Rapid speech with little listening. Profanity. Sudden aggressive movements. lecture 11: Anger, Hostility & Conflict 1  Managing an Angry Patient Do not take offense personally. Angry patients may feel lonely, anxious, frightened, or insecure. Acceptance: Let them talk to regain self-esteem. De-escalation: Use a calm, reassuring voice and speak slower than normal. Set limits. Be patient and avoid rushing. Other Considerations: Listen carefully and observe non-verbal cues. Avoid defending or blaming as arguments escalate. Ensure careful, thorough documentation of facts, not emotions. Monitor your own emotions and take time afterward to recover. Hostility Signs: Suspicious over small matters. Joking at others’ expense. Confronting with lengthy analyses of others’ behavior. Hostile, antagonistic, resentful, begrudging. Uncooperative, caustic, sarcastic, rude, critical. Demanding, complaining, or threatening. Threats of personal injury. Anger → aggression/ verbal abuse Aggression May result from unresolved anger. lecture 11: Anger, Hostility & Conflict 2  Aggression turned inward can lead to depression. Therapeutic Response to Aggression 1. Resolve conflict. 2. Imagine the other person’s situation. 3. Maintain balance. 4. Understand their needs while protecting yourself. 5. Set limits when required. 6. Use assertive behavior and communication. Behavior Types Passive Behavior: Denying one’s own rights to avoid conflict or discomfort. (you don’t say anything) Aggressive Behavior: Seeking to dominate others by denying their rights. (you statements) Assertive Behavior: Standing up for the rights of oneself and others. (I statements) Conflict Definition: Tension caused by incompatible needs or when actions of one party frustrate the goals of another (Valentine, 1995). Often perceived as a threat to control or self-esteem. Goal: Achieve resolution. Conflict Resolution Styles: 1. Avoidance: Avoids uncomfortable situations or people, leading to withdrawal. (pick your fights - if the benefit is not greater than the interaction than avoid it) lecture 11: Anger, Hostility & Conflict 3  2. Accommodation: Smooths over conflict; cooperative but non-assertive. 3. Competition: Domination; exercises power to achieve goals without regard for others’ needs. 4. Collaboration: Solution-oriented response that is cooperative. ⦁ Identify concerns of each party ⦁ Clarify assumptions ⦁ Identify real issues ⦁ Work collaboratively to find a solution that works for both parties Steps to Conflict Resolution 1. Describe: Tell the other person what bothers you (focus on description, not evaluation). 2. Disclose: Share how the situation makes you feel (“I feel ___ when you ___”). 3. Identify Effects: Explain how it impacts you or others. 4. Wait: Allow the other person to respond. 5. Paraphrase: Use reflective listening skills to acknowledge their response. BEEBE’S Steps of Assertive Conflict Resolution Key Questions for Reflection: What was the source of the conflict? What escalated it? How was it resolved? What could have been done differently? Which assertive behaviors were correct or could have been utilized more? Violence Pt/ Bystanders: Indicators Signs of Aggression (before escalation): Spitting during speech/yelling. lecture 11: Anger, Hostility & Conflict 4  Puffing cheeks, bulging neck veins. Reddened face, gritting teeth, jaw tension. Threatening gestures or posture. Displaying weapons, clenched fists, wild/staring eyes. Do’s and Don’ts in Violent Situations Do: Monitor your emotional state. Allow others to take over if you feel angry, frustrated, or fearful. Demonstrate self-confidence. Stay calm and relaxed. Keep tone and volume controlled. Offer honest options and choices. Maintain a safe distance. Take your time. Don’t: Give orders or project indifference. Over-stare or make threats. Argue or compromise. Become emotionally attached. Corner the patient or violate personal space. Lie to the patient. Turn your back. Restraints and Force Key Considerations: lecture 11: Anger, Hostility & Conflict 5  Use the least harm for everyone. Restraints are controversial and potentially dangerous but may be necessary. Four-point restraint is most common. Avoid prone positioning. Mental Health Act (Form 1) Patient can be apprehended by police and transported to the hospital if they are: 1. A threat to themselves. 2. A threat to others. 3. Unable to care for themselves. lecture 11: Anger, Hostility & Conflict 6