How to prevent aggressive behaviour

Aggressive behaviour is a term that covers a wide range of anti-social attitudes and actions. It can be experienced in almost any situation--at home, work, school or in the community. It may have a short-term, one-to-one focus or emerge as long-term group behaviour. It may relate to a limitless number of causes, some of which may not be readily apparent. Preventing aggressive behaviour relates equally to controlling our own attitudes and responses and to the actions we can take in relation to other people's behaviour.

• 1

  Understand the cause. Aggressive behaviour may be linked to many causes, including fear, stress, rejection or emotional turmoil. It can also relate to physical pain or mental illness or the influence of alcohol or drugs. Preventing aggressive behaviour may involve providing an opportunity for the person to talk through his problems before they erupt.

• 2

  Recognize the triggers of aggression. In many situations there are warning signs that displeasure or irritation may burst into aggression. Observe and reflect on patterns of behaviour and events that have led to aggression in the past, for example, in customer service interactions, and take steps to avoid this sequence occurring.

• 3

  Identify the boundaries of the problem. Often aggression is misplaced or may result from causes fundamentally unrelated to the situation in which it occurs. Use questions to identify exactly what the person believes the issue to be and what outcome she wants to achieve. Calmly outline what can and can't be done to address or rectify matters at that time and why. This can deflect aggressive behaviour by enabling the perpetrator to see that she is being unreasonable or overreacting or that her focus is misplaced.

• 4

  Respond appropriately. Acknowledge the person and his emotions but concentrate on identifying the benefits and practicalities in any situation in which it is possible to conduct a rational conversation. If the atmosphere is becoming heated, suggest postponing further discussion to allow a cooling-off period before returning to the problem. In situations in which this is not possible, for example, if you are accosted by strangers in the street, the best response may be to calmly but quickly remove yourself from the situation by walking or driving away.

• 5

  Don't be a victim. Show empathy but retain control. Be patient and listen carefully to what is being said, asking for further clarification when necessary. Indicate that you are prepared to offer support and understanding. Use eye contact and positive but non-aggressive body language. If you regularly encounter situations of potential aggression, for example, as part of your job, consider assertiveness training to improve your skills.

• 6

  Use distraction techniques. Children can often be diverted from potential tantrums by switching their focus to another activity. This can be a useful technique to apply to adults also in situations in which frustration or impatience are likely to lead to aggression. Suggest a coffee, a walk around the block, or even a conversation about something different. All these actions will help deflect focus from the immediate issue and problem.