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Five skills to deal with workplace anger

Leroy was a superstar in the Real Estate business, producing three times the monthly business of his nearest coworker. He was a driven, highly competitive young man who saw his manager as getting in the way of even higher production.

Tension turned to irritability. Yelling and shouting followed. On the day he was fired, he shoved his manager in front of alarmed coworkers who reported his behavior to HR. Anger management classes were required, along with a one month interim, before reinstatement would be considered.
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.

Clearly, poorly handled anger, frustration and resentment sabotage business productivity. Was Leroy justified in his anger? What skills should he learn to prevent future episodes?

Skill 1 – Anger Management

Using anger management skills, 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 inner dialog that creates or intensifies angry feelings.

Skill 2 – Stress management

Leroy was clearly under a great deal of stress, much of which was self-imposed. Stress often triggers anger responses. Managing stress can help prevent anger outbursts, as well as reducing employee “burnout” and hampered performance. Effective stress-reduction strategies include learning breathing techniques, adjusting expectations, improving time-management, and finding a way to mentally adjust your mind-view and self-talk so that stressors loose their power to stress you out. Other effective stress-reduction techniques include watching your nutrition, getting proper sleep, and taking care of your body through exercise.

Skill 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. The critical EQ skills ones are empathy and social awareness. Empathy is the ability to see the world from the viewpoint of the other person. Lack of empathy is at the root of much anger and conflict because inability to see things from other points of view causes communication problems and frustration. It also causes employees, co-workers and managers to sense a lack of caring or concern for their well-being which is de-motivating in the workplace.

Social awareness is the people-skill of being sensitive to how we are coming across to others in the workplace. Many people are referred to anger management programs because they are seen by others as hostile, insensitive, or perhaps even degrading toward others. Persons with high EQ are constantly monitoring their own behavior as well as feedback from others as to how they are being seen by others. They then are flexible enough to modify their approach to get a different result, if needed.

Skill 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.”

Skill 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.

Control family anger with assertive communication

“Dr. Fiore,” my 42 year old married patient (Mary) began, “my family expects me again this year to host Christmas dinner and I am just too exhausted; what should I do?”
“Why not tell them how you feel,” I suggested.
“Because I don’t want to hurt their feelings and I feel guilty if I don’t do what is expected of me.”

Lack of communication such as this among family members is the root of much conflict, hurt, and misunderstandings any time of the year – but especially during the holiday season which, unfortunately, if often a time of great stress.

Mary’s dilemma is all too common – she wants to be a nice person and avoid conflict with family members, but then feels resentment and other negative emotions when she is overwhelmed or feels taken advantage of.

Unfortunately, not being direct and emotionally honest with people we love or care about can have long-reaching consequences because it gives other people the wrong message about you, what you need, and how they should respond to you.

The elephant in the room

When you have unexpressed feelings toward another person, it is like you are both sitting on a couch with an elephant between you. Neither wants to acknowledge the elephant, but its existence is there between you. The elephant acts as a barrier to real communication. It also prevents positive feelings from flowing between you and the other person.

Assertive Communication

Assertive communication is the art of speaking in a reasonable tone with good eye contact using “I” messages (as opposed to “you” or blaming messages) while clearly stating your needs, feelings, and requests. If you are an effective assertive communicator, you will also invite the listener to work toward a mutually satisfactory resolution of the problem or conflict, without offending them.

Speaking of offending, an important point to remember is that you won’t offend people if you stick to communicating your feelings, as opposed to telling others what they should or should not do!

The assertive communication formula:

There are four parts to effective assertive communication: Here is the formula:

I feel____________
When you____________
Because______________
I need___________

  • Part 1: “I feel”— start be expressing how you feel about the behavior. Stick to one of the five or six basic emotions: “I feel overwhelmed;” : I feel angry,” “I feel hurt.”
  • Part 2: “When”—What specifically bothers you about the behavior or situation? Examples: “when the family expects me to do this every year;” when it is assumed I will do it,” when no one else volunteers.”
  • Part 3:“Because”— How does the behavior affect you? Examples: “I feel pressured to do something I really can’t do this year,” and “it makes me feel taken advantage of.”
  • Part 4: “I need.” This is the tough part for people like Mary who feel guilty simply letting others (especially family members) know what their needs are. What this really means is giving the other persona clear signal of what you would like them to do differently so they have an opportunity to change.
  • Examples: “I need for the dinner to be rotated among the family; I need for everyone to bring a dish and I’ll cook the ham; I need for my sisters to come early and help with the setup”

Does the formula work all the time?

Of course not, but it works a high percentage of the time and it gives you a much better tool to deal with the situation than using anger – which rarely gets you the results you want.

If it doesn’t work at first, try different variations by using your own words – keep at it because sometimes people don’t immediately respond differently to what you are saying because of your previous established communication patterns with each other.

Also make sure that your tone clearly conveys sincerity, clarity, genuineness, and respect toward the other and his or her opinions.

Three ways to deal with a passive-aggressive person

Thirty-three year old Roberto had promised his wife Tina that he would be home after work in time for her to attend her weekly “women’s group” at her church. Having only one automobile, Tina was completely at the mercy of Roberto’s promise.

You guessed it! Roberto did not show up until 8:45 PM—way too late for Tina to attend her meeting. Rather than being apologetic, however, Roberto explained to Tina (who was outraged at this point) that he “couldn’t help it” because “I had to help a friend out who’s car had broken down”. He lamented “How could I let Michael down? He was best man at our wedding”.

Was Tina being unreasonable in her anger? After all, Roberto was helping out a mutual friend. Yet, looking deeper into this situation, turns out that Roberto really didn’t want Tina to attend those meetings because it was “putting ideas into her head”.

Yet, he couldn’t just forbid Tina from attending, so he handled the situation in an underhanded way—sabotaging her attendance in a way that would still make him look good. After all, he could argue, what reasonable person would get mad at someone who was late because he was helping out a friend?

The anatomy of passive-aggression

Passive-Aggression is a psychological mechanism for handling hostility or anger in an underhanded or devious way that is hard for others to prove. Sometimes the passive-aggressive is aware of what he or she is doing, and other times not.

Yet, the result is the same—things are sabotaged by the passive-aggressive and it somehow is never their fault. A really good passive aggressive is very slippery with excuses, justifications, or alternative reasons for why things go awry.

Passive-Aggression may not be expressed directly in behavior—but in words or humor. Sarcasm which communicates hostility is often a tool of the passive-aggressive person, as are jokes made at your expense.

Some common examples of passive-aggressive behavior:

  • When conversing with someone who is angry at you, they leave out important information which gives you the wrong impression.
  • Talking behind the back of a co-worker in a harmful way—gossiping.
  • Exaggerating the faults of your spouse (behind his or her back) to your parents while maintaining “sweetness” toward your spouse.
  • Playing dumb or inadequate to frustrate someone or gain advantage.
  • Upset with your wife’s weight, you “affectionately” call her “pork chop” in public in a way that appears playful on the surface.

Three tips to cope with passive-aggressive behavior:

  • Dealing with passive-aggressive behavior is extremely challenging because a really good passive aggressive is very slippery.
  • Often, too, you may not be sure if you have been the victim of passive-aggressive behavior—or not. You may be feeling angry and upset, but not sure why or if it is justified.
  • How do you tell? One way to identify it is to look for patterns in someone’s behavior— not just isolated incidents. For instance, if Roberto generally is dependable and is home on time for Tina to attend her meetings, the one “miss” may not be motivated by passive-aggression. However, if he often sabotages Tina’s attendance while denying he is doing so, a behavior pattern is evident.

What should you do to deal with passive-aggression once you have identified it?

  • Tip #1- Directly confront the behavior and ask if the person is angry at you. For instance, ask “You called me pork chop tonight. Do you have issues with my weight?”
  • Tip #2. Be on guard and don’t trust what the person says or commits to. Develop a Plan B. For instance, Tina could have arranged for someone else to pick her up for the meeting in case Roberto didn’t make it home on time.
  • Tip #3. Use assertive communication skills to let a person know how what they do affects you and makes you feel. Try something like “I heard you repeat something that I told you in confidence. That really hurt me; please don’t do it again because I would like to trust you”.

Is it OK for wives to verbally abuse husbands for not helping more around the house?

In situations like that, women often feel justified in being angry, frustrated and fatigued—and verbally expressing their discontent. But, wives are not justified in verbally abusing their husbands to get them to do more.

Assertive communication

The right way to get your husband to help around the house involves teaching wives a better way to communicate and motivate their husbands. This is one of the most important ways marriage counselors can reduce relationship anger.

Assertive communication involves learning to express what you need or request without anger or rage. Anger and rage usually makes things worse and invites retaliation. In addition, parental anger is very harmful for children to witness.

Husbands need to be reminded…

But, assertive communication and better communication skills are only half the equation. The therapist must also explain to an irresponsible husband that his behavior is severely jeopardizing the marital relationship.

A skilled therapist must change the husband’s attitude by making him more receptive to the idea that in today’s society marriage is a partnership. For their relationship to survive, husband and wife must agree on how they are going to deal with routine home chores and parental responsibilities.

It doesn’t necessarily have to be a 50-50 split; it is the ?agreement and the perception that makes the difference.

The therapist must convince the husband that it is to his advantage (peace at home, better sex, more closeness, etc.) that he and his wife see things as equitable in terms of home chores, even if one still does more of the home chores than the other.

A skilled marital therapist can help balance things out, reducing hard feelings and conflict; improving toxic communication patterns that have become disrupted.

New book for new parents

The challenges that accompany the arrival of a couple’s first child are chronicled in Jaycee Dunn’s recently published How Not To Hate Your Husband After Kids by Jaycee Dunn.

Jaycee is a professional writer who sought therapy for this issue, chronicling her experiences in a humorous book backed by much research. They met with Terry Real, a famous Boston therapist. Terry conducted a weekend intervention that saved their marriage (along with follow up sessions in their local community.) Now, Terry Real is not your typical therapist. Half of the intervention that got her husband to be more responsible was Real’s confronting Jaycee’s husband with the rather blunt statement, “Get off your ass and help her out!

Most therapists would not even dream of being so direct. Yet, strong therapists must educate their patientsand—when necessary–act as catalysts for positive changeby frankly telling couples what needs to be done to turn things around.

Just asking couples “how they feel” as many therapists do during counseling sessions, is not enough. As the famous German poet Goethe said:

Knowing is not enough; we must apply. ?Willing is not enough; we must do.

Having children drastically changes things

Terry’s outburst shocked her husband and jolted him into seeing things from a completely different perspective. Why was this needed?Because things drastically changed in their marriage after they had a child.

As she writes: “When it was just the two of us, my husband and I, both peaceable writers, rarely fought. Then we had a baby.”

She continues: “And even though fathers have stepped up considerably in sharing childcare duties – since the 1960s, nearly tripling the time they spend with their children – mothers still devote about twice as much time to their kids as fathers do.”

She cited the United States Government American Time Use Survey, women reported feeling significantly more fatigued than fathers in all four major life categories: work, household, leisure, and childcare. Furthermore, even when husbands didn’t have jobs, they still did half the amount of housework and childcare that women did.

A survey of US mothers by NBC’s Today program revealed that for nearly half of them, their husbands were a bigger source of stress than their children!

What happens when men help out?

Study after study have shown that when men take on their fair share of household responsibilities, their partners are happier, less prone to depression, disputes are fewer, and divorce rates are lower.

As Janice Dunn puts it: “The day-to-day labor of keeping a household running is a remarkably significant issue for couples.”This was supported by a Pew Research Center survey that revealed that sharing household chores ranked third in importance on a list of nine items associated with successful marriages.

A 2015 study published in the Journal of Family Psychology suggests the frequency and quality of a couple’s sex life goes up when male partners think they do their fair share of the housework. My clinical experience through the years confirms that sex lives also improve when men help out more.

Verbal abuse won’t motivate your husband

Getting back to our very pissed off young mother, Janice Dunn–like many young mothers–was constantly angry and resentful, often calling her husband names that I shouldn’t repeat in a family-oriented blog.

During the other half of the intervention, therapist Terry Real told her: “…the idea that you can haul off and be abusive to your partner and somehow get a pass, that you can’t control it, or whatever you tell yourself to rationalize it, is nuts. Also, your whole “angry victim” role is going to get worse. You are extremely comfortable with your self-righteous indignation.”

He bluntly told her that she needed to take verbal abuse off the table:

You can say, ‘I’m angry.’ But don’t say ‘you’re an asshole.’

Likewise, you don’t yell and scream. You don’t humiliate or demean. They’re off the table. He concluded: “You are verbally abusive.”

He goes on to explain, as I often do to couples dealing with anger in their relationships, verbally abusing your partner to get them to do what you want is a very poor strategy.

Replace verbal abuse with respect

Even if you are furious with them, you need to show respect for each other. Successful couples avoid intimidating, demeaning, lecturing, and criticizing. The negative behaviors build resentment in your partner, then resistance, and—ultimately–push-back.

There is a world of difference between assertively standing up for yourself and aggressively putting your partner down. Here’s a suggestion, starting today, simply use the phrase, “What I’d like you to do now is…..”  Simply tell your partner what it is that you want them to do instead of disrespecting them.

Curb the urge to rocket straight from demand to anger and frustration. Most men do better if they know exactly what to do, if it makes sense to them, (always give them a reason), and if you request help rather than demanding it.

Don’t get angry – use conflict resolution skills

Guest Article by Sherry Gaba

Conflict is difficult for many people. People with codependency often learn to avoid conflict due to fear of abandonment, rejection, and/or criticism. Learning conflict resolution skills makes it easier to handle conflict effectively so you learn not to fear confrontation. Often with the need to people please and receive outside validation, codependents avoid confrontation.

The following are skills you can use to lean into conflict in a healthy way rather then avoid it all together:

  1. Prepare by getting clear about the problem.Clarify your position by writing down talking points as reminders and to keep you focused.
  2. Practice your talking points with a friend or in the mirror.
  3. Use deep breathing to control your anxiety prior to the meeting. Take conscious breaths during the discussion.
  4. Be ready to experience the “newness” that change brings. If you can shift your thinking from a focus on the unknown to recognize that change involves “newness”—new things, people, places, and ideas—with at least some of it bringing excitement and interest, you’ll feel a whole lot better about it.
  5. Be clear about your bottom line and the things you are willing to negotiate. Understand that negotiation is part of the process and expect it.
  6. Look for points of agreement. Find things that you agree on and talk about how to find a win-win solution that benefits everyone.
  7. Do your homework. It helps to have a good idea of what the other person wants to strengthen your position in negotiations.
  8. Use assertive language. “I want. . .” Or “I would like. . .” Ask what the other person wants, then work toward a solution that works for both of you.
  9. Ask for clarification or details about anything you are unclear on.
  10. Take a break. If you feel overwhelmed by the process, take a break. Go to the restroom or get a drink and take some deep breaths.
  11. Give positive feedback. Let the other person know that you see their point of view, or agree on certain key issues.
  12. Table it. If you do not get the minimum you are asking for, suggest that you table the discussion for now and talk about it again later. Don’t give up or give in unless you are certain you have reached a stalemate.

Downloads

Download a FREE Worksheet PDF file called “Areas of Change” that will help you develop the techniques discussed in this article.

Sherry Gaba helps singles navigate the dating process to find the love of their lives. Take her quiz to find out if you’re struggling with co-dependency, sign up for a 30-minute strategy session, or learn more about how to get over a break-up. For more information visit www.sherrygaba.com or sign up today for Sherry’s online group coaching program. Buy her books Love Smacked: How to Break the Cycle of Relationship Addiction and Codependency to find Everlasting Love or Infinite Recovery 

Reduce Anger by Asserting Yourself

This holiday season, you may find yourself in groups or gatherings that make you feel uncomfortable. Sometime you can change it without offending anyone, yet standing up for our rights or opinions. We call this “assertive communication.”

When the tone of a social gathering becomes too confrontational, negative, lewd, insensitive, prejudiced, or otherwise distasteful, you needn’t remain at the mercy of it. You can usually find a way to but speak up,so that
things back move back into positive territory.

Speak your mind (in a nice way) by letting others know how you are feelings in response to what is going on. Offenders may be taken aback, but those who share your discomfort will welcome the intervention.

Too often we let situations deteriorate beyond what we find acceptable and may be hesitant to address it. But silence often only helps to condone the behavior and may create resentment and stress in you.