Aggression and violence

Aggression and violence occur when a person is psychologically or physically harassed, threatened or attacked. The manifestations of aggression and violence can be different:

• verbal (name-calling, insulting, sending hostile messages, threats)
• psychological (harassing, pressuring, intimidating, threatening and irritating)
• physical (threatening posture, kicking, hitting, biting, grabbing)

There are three types of aggression:

• aggression as an expression of anger or rage (frustration aggression)
• instrumental aggression
• pathological aggression

Reasons for origin

Aggression out of anger involves verbal or physical explosive behavior. This aggression can arise if someone feels threatened by, for example, the medical treatment or the treatment, which causes fear or powerlessness. There is a clear cause/frustration for the aggression, for example the death of a family member. In frustration aggression, the behavior is mainly emotional and recognizable by the real and unadulterated emotions of the aggressor.

The behavior of the aggressor can be influenced by focusing on these emotions, with the aim of calming the aggressor. By responding to the emotion, the aggressor gets recognition for his anger and no longer has to emphasize it. As a result, the aggressor's emotions and motor restlessness decrease and he is better able to think clearly. He is approachable again.

What to do

In the event of an outburst of anger:

• your non-verbal attitude is important: stay calm and adopt a neutral, interested attitude
• let the person calm down, show that you are listening, but do not argue
• wait for the person to calm down a bit, then take charge of the conversation
• show empathy, summarize the problem to show that you have understood it well, and discuss possible solutions
• stick to the rules in your umc and communicate this kindly but consistently
• in case of physical aggression: alert colleagues or contact the emergency center or security

What can you do afterwards

• report this incident to your supervisor
• report in the central reporting system of your umc
• if necessary, report it to the police; It is important that the signal is clearly sent that transgressive behaviour must stop
• call in the confidential adviser for advice and, if necessary, guidance
• if necessary, engage third parties such as the company doctor, P&O, company social work

Don't

• engage in a discussion
• point at or touch the other person
• provide explanations, justify, or downplay
• offer drinks

Reasons for origin

Instrumental aggression involves strategic behavior to manipulate others, intimidate, exercise power to control situations and create an atmosphere of uncertainty that influences the normal course of events. The aggression is then an instrument to get things done. This form of aggression feels incomprehensible and unreasonable. The behavior of the aggressor can be influenced by confronting him with the behavior, by indicating which behavior you do not accept and which behavior you do accept. Try to show respect for the person of the aggressor. Disapprove of behavior of the aggressor, not theperson.

What to do

• don't run away, but don't fight either
• don't show the other person that you're impressed by the aggression
• a good response is to express your own views in an assertive way, without wanting to win the fight or condemn the behavior
• hold on to your own opinion and keep coming back to your own message. Your strength is in the repetition
• stay respectful, disapprove the behavior, not the person
• usually someone calms down if you just listen
• look him straight in the eye
• speak calmly and in a steady voice
• name the behavior of the aggressor and what is and is not accepted. For example: I don't think what you do is okay. I don't want to be addressed like that
• if his body language is aggressive or threatening, respond in the opposite way by adopting a non-verbal non-aggressive attitude
• show empathy and stay clear about what behavior is desirable ("I understand that it is annoying what is happening, but there are also rules...")
• in case of physical aggression: alert colleagues or contact the emergency center or security
• ask your umc about training courses on 'dealing with aggression'

Don't

• don't let the situation take its course
• don't give in, experience shows that giving in leads to further aggression
• don't let your emotions overwhelm you
• ask for time to think about it and come back to the situation later

Who do you call in and when

• always report incidents to your manager
• report in the central reporting system of your umc
• discuss the incident at a work meeting or discuss it with your colleagues
• don't settle for it if the incident is trivialized or dismissed
• contact your boss's supervisor if your boss is the aggressor
• contact the next superior if your boss doesn't take the incident seriously
• if necessary, report it to the police
• call in the confidential adviser for advice and, if necessary, guidance
• if necessary, engage third parties such as the company doctor, P&O, company social work

Origin

Aggression can also arise from a mental disorder or because people are under the influence of one or more drugs or medications. In this psychopathological aggression, the normal codes of influence within communication do not work or work inadequately. The moment you estimate that someone can no longer be verbally controlled (cannot be influenced), it is wise to choose your own safety and to call in security. In addition, if necessary, seek medical attention. The doctor can initiate any follow-up actions, such as consulting the psychiatry department.

What to do

• own safety comes first
• stay in touch with the aggressor
• speak clearly, in short sentences and unambiguously
• listen
• act de-escalating (go along with it)Calling for help from security and colleagues as soon as possible

Don't

• arouse anger

• Don't accept aggressive behavior! Your umc helps protect you against aggression and its consequences.
• Keep emails or text messages as evidence.
• Let transgressive e-mails arrive in a separate box (in case of harassment/stalking). This way you can save them and you don't have to read them yourself.
• Capture on paper what happens: the words that are used, the moments when it happens, how often it occurs, what effect it has on you.
• Don't let the problem get the better of you. Stay calm and express your own views in an assertive way without fighting and without wanting to win.

Remember: (verbal) violence is a sign of powerlessness of the aggressor. He or she has a problem, not you.