Anger is a normal human adaptive response to a threatening situation and has been important for our continuing survival. The instinctive way to express anger is to respond aggressively, which traditionally has allowed us to fight or defend ourselves. However, in today’s workplace when anger and frustration get out of control it can lead to conflict with others, ultimately affecting team work, co-worker morale and productivity.
People with a cognitive impairment (e.g. acquired brain injury) or a psychiatric condition (e.g. borderline personality disorder) are more likely to be impulsive as a direct result of the disability or disorder and may find it difficult to control their aggressive behaviour. People experiencing pain, fatigue or increased stress levels as a result of disability may also be less tolerant at work and become easily frustrated.
Specific work related behaviours typically associated with anger and frustration include:
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quickly becoming aggressive and argumentative when communicating with co-workers
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frequent criticism of co-workers behaviour or performance
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showing disrespect towards supervisors/managers
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giving up easily and refusing to participate in work activities.
Controlling or changing outward behaviour (i.e. expressing angry feelings in a more assertive and less aggressive manner), as well as the internal responses to behaviour (i.e. looking at things differently) are skills that can be developed with the provision of relevant strategies and support. However, it is important to recognise that people have the right not to change their behaviour, even when they are made aware of the difficulties it causes in the workplace. Respecting this right is important (Brain Injury Association of Queensland 2007; American Psychological Association 2007).
Workplace solutions and adjustments
There are a number of strategies and support services available to assist in managing anger and frustration levels in the workplace.
On the job strategies
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encourage open communication and feedback and active listening skills amongst all staff - acknowledging an employee’s concerns and reflecting back to them how they must feel about the situation can often prevent the escalation of frustration (effective communication skills training for staff, particularly supervisors may be useful)
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ensure the provision of effective conflict-resolution mechanisms in the workplace and assist workers with the development of problem solving skills in order to determine the cause of any workplace frustration, as well as identify possible solutions (see “general problem solving” link for more information)
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foster a healthy lifestyle for workers e.g. be conscious of stress levels in the workplace (see “dealing with stress and psychological demands” link for more information), encourage physical fitness and relaxation techniques and if lunches are provided, make healthy foods available - these positive lifestyle measures can all aid in controlling emotions at work
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role play or demonstrate more appropriate responses to frustrations at work (for example, not blaming another person, but focus on their behaviour and use “I feel” statements instead of more aggressive “you” statements), then allow the worker the opportunity to practice for themselves, providing appropriate feedback
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praise a positive change in behaviour (this can be as easy as a simple "well done" or showing gratitude for a change in behaviour) or offer rewards for positive behaviour changes, in order to maintain motivation levels (Vadim Kotelnikov 2007).
Support services
A trained psychologist or counsellor may be able to assist workers with the development of effective management of emotions such as anger and frustration either in a group training situation or on-on-one basis. Relevant training and support is available via the following links:
Lastly, specialist employment agencies (who provide coaching and support on-the-job for those with a disability) may also be able to assist with strategies to better manage anger and frustration at work. References/resources
American Psychological Association 2007, Controlling Anger – Before it Controls You, American Psychological Association, Washington, viewed 14 July 2007, http://www.apa.org/topics/controlanger.html
Brain Injury Association of Queensland Inc. 2007, Challenging Behaviours – Fact Sheet, Brain Injury Association of Queensland Inc., Brisbane, viewed 6 July 2007, http://braininjury.org.au/portal/content/view/51/309/
Vadim Kotelnikov 2007, Building Successful Relationships, Ten3 Business e-Coach, San Diego, viewed 14 July 2007, http://www.1000ventures.com/business_guide/crosscuttings/relationships_main.html