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As this case example
illustrates, workplace anger is costly to the employee the company, and
coworkers. Studies show that up to 42% of employee time is spent
engaging in or trying to resolve conflict. This results in wasted
employee time, mistakes, stress, lower morale, hampered performance, and
reduced profits and or service.
In fact, in 1993 the national Safe Workplace Institute released a study
showing that workplace violence costs $4.2 billion ech year, estimating
over 111,000 violent incidents. Further, according to the Bureau of
Justice Statistics, about 500,000 victims of violent crime in the
workplace lose an estimated 1.8 million workdays each year.
Clearly, poorly handled anger, frustration and resentment sabotage
business productivity.
Was Leroy justified in his anger? What skills or tools should he learn
to prevent future episodes? What could management have done to better
handle the situation?
TOOL #1-RESPOND INSTEAD OF REACT
Using the tool of "respond instead of react," Leroy can clearly learn to
control his behavior and communicate needs in a socially acceptable
manner without disruptions to work and morale. The issue here is not if
he was justified in being angry; it is how to best deal with normal
angry feelings. A key ingredient to managing anger is learning to change
"self-talk"-- that internal dialog that creates or intensify angry
feelings.
From a management perspective, proper anger management skills can
enhance conflict resolution, promote personal growth in the employee,
reduce employee stress and promote increased workplace harmony.
TOOL #2-STRESS MANAGEMENT
Leroy was clearly under a great deal of stress, much of which was
self-imposed. Stress often triggers anger responses. Learning to
effective deal with stress can help prevent anger outbursts, as well as
reducing employee "burnout" and hampered performance. Managers should be
alert to stressed employees and recommend help, before things get out of
hand. In many companies, HR or EAP (employee assistance professionals)
can provide you with resources and referrals.
TOOL #3- EMOTIONAL INTELLIGENCE
Popularized by psychologist Daniel Goleman, much research shows that
increasing "EQ" is correlated with emotional control and increased
workplace effectiveness.
What is "EQ" exactly? According to Goleman, it is "the capacity for
recognizing our own feelings and those of others, for motivating
ourselves, and for managing emotions well in ourselves and in our
relationships."
Fortunately, skills to improve your emotional intelligence can be
learned by both employees and management. The benefit is increased
understanding of yourself and others which directly relates to increased
productivity and workplace harmony.
TOOL #4- ASSERTIVE COMMUNICATION
Communication problems frequently lead
to misunderstandings, conflicts with coworkers and hurt feelings which
may hamper concentration and work performance.
Assertiveness is not aggression, but a way to communicate so that others
clearly understand your needs, concerns, and feelings. It starts with
the familiar advice to use "I" statements instead of "you" statements
which can sound accusatory, and may lead to defensiveness instead of
cooperation.
Other communication improvements include acknowledging the concerns and
feelings of others in your interaction with them. And, being more
sensitive to what others are saying to you "beneath the surface."
TOOL #5- ACCEPTANCE
While sometimes workplace anger is manifest in "exploding," other times
it is born of grievances held by employees over any number of workplace
issues. Much research shows that learning to accept and let go of the
wrongs done to you can release your anger and resentment. This, in turn,
may improve your health, and help you focus on your job instead of your
negative feelings.
Is "acceptance" easy? Of course not. Nor does it mean that you think
that whatever happened to you was right, or that you have to like the
offending person. What it does mean is "letting go" of the negative
feelings you now experience when you remember a negative experience or
you encounter the offending person, so that it no longer affects you.
By: Tony Fiore
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