Workplace Aggression: Defusing Aggressive Situations

Audience

Managers who want to learn how to handle a violent incident properly.

Objective

• Name the personnel that can offer assistance when they are faced with aggressive employees.
• Use appropriate communication techniques when addressing an employee who behaves aggressively.
• Follow six steps for meeting with an employee who is in the mild aggression stage.
• Follow the appropriate guidelines for handling a situation with a violent employee.
• Offer employees the proper kind of assistance as they adjust after an incident.

Topics Include

Unit 1: Background Information

• Identify when it is most important to address aggressive behavior.
• Name the personnel that can offer assistance when you are faced with aggressive employees.
• Understand why communication is important when addressing aggressive employees.
• Simulation Overview:
• In this simulation you will meet with Maxwell Carson Icon's Director of Human Resources to discuss methods of effectively handling workplace aggression. Through your questions you will identify when you should address aggressive behavior the personnel who can best provide assistance with aggressive employees and why communication is such an important factor when trying to prevent violence.

Unit 2: Communicating to Prevent Violence

• Follow three guidelines before meeting with an aggressive employee.
• List communication techniques you should use when addressing an employee who behaves aggressively.
• Follow the six steps for meeting with an employee who is in the mild aggression stage.
• Incorporate three additional steps when meeting with an employee who is in the advanced aggression stage.
• Simulation Overview:
• In this simulation you will meet with Dean Kramer Icon's Director of Information Services and John Cunningham one of Icon's Human Resources Assistants. You called this meeting because of several complaints you have received about Dean's erratic and disrespectful behavior. Yesterday Kimberly Coss one of Dean's employees came to you and said she was verbally attacked by Dean after attempting to answer one of his questions.

Unit 3: Handling a Violent Incident

• Understand the importance of handling a violent incident properly.
• Follow the appropriate guidelines for handling a situation with a violent employee.
• Offer employees the proper forms of assistance after a violent incident.
• Simulation Overview:
• In this simulation you will meet with Carla Jackson one of Icon's Human Resources Assistants to discuss the methods of dealing with a violent incident. Through your questions you will learn the best methods to use when handling a situation involving a violent employee and what assistance you should offer after a violent incident to help employees effectively cope with the situation.

Unit 4: Taking Appropriate Steps After an Incident

• Name the individuals who are affected by a violent incident.
• Show compassion after a violent incident.
• List the three phases employees go through after an incident.
• Offer employees the proper kind of assistance as they adjust after an incident.
• Apply three guidelines in order to communicate effectively after an incident.
• Simulation Overview:
• In this simulation you will meet with Mary Winford Icon's Regional Vice President of Sales and Elliott Wells Icon's Information Services Manager. Both Mary and Elliott witnessed a violent incident involving one of their co-workers Brent Watson. All three serve on a Marketing Research team. According to those who witnessed the incident Brent became increasingly hostile shoved another employee against a wall and pushed the team's projector off a table as he left the room. Your job is to make sure Mary and Elliott are coping with the incident correctly.

Duration

4

Minimum Requirements

The CDROM version of this course requires:

• At least a 486DX 33Mhz CPU.
• Microsoft Windows 3.1 or higher and a Microsoft compatible mouse.
• At least 8MB RAM.
• At least VGA graphics capability with a minimum 512K video RAM (1MB video RAM recommended).
• At least a double speed CDROM drive.
• An MPC compliant sound card with attached speakers or headphones is recommended (Currently only the CDROM version supports audio).

• At least a 486DX 33Mhz CPU.
• Microsoft Windows 3.1 or higher and a Microsoft compatible mouse.
• At least 8MB RAM and 22MB available hard disk space or file server space.
• At least VGA graphics capability with a minimum 512K video RAM (1MB video RAM recommended).

Media