Aggression and violence touch all areas of society, and we can no longer have any illusions that the social service agencies, businesses or schools are a sanctuary.
It is a tragic fact that increasing numbers of people choose aggression or even violence either to fulfill their wishes or in an attempt to alleviate their anger and sense of grievance. On occasion, the aggressive individuals are not customers or clients, but co-workers or employees. These problems are compounded by substance abuse or mental illness. Aggressive behavior often seems to occur with no advanced warning or understandable reason. Because of this, many people go to work with a sense of dread.
Specific topics to be addressed include:
1. verbal de-escalation techniques;
2. recognition of patterns of behavior associated with people who are emotionally dis-regulated, whatever the cause, and methods of de-escalation appropriate to individuals in such conditions;
3. basic understanding of behavioral patterns with mental illness;
4. use of spacing, stance, vocal tone and the eyes to calm an individual or establish control.