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How to handle situations where emotions border on "out of control".
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ANGER MANAGEMENTVictoria Wors, Facilitator
Class Facilitator
Victoria Wors, SPHRBBA and MS in Human Resources Management
Certified Birkman Method® Consultant
Human Resources Professional with numerous years in various industries and working with different levels and cultures.
Currently consultant to small and mid-sized businesses to improved communications within teams and between specific individuals using the Birkman Assessment tool
Retained Human Resources Consultant to Premiere Employee Services, a St. Louis PEO
Anger’s Impact on Business1. Employees don’t like to be yelled at2. Frequent angry outbursts damage the
relationship between boss and employee3. The employee will take necessary steps
in the future so as not to incur the wrath of their boss
4. Breakdown in workplace communication not only for the boss and the employee, but for the organization
Ten Steps in Controlling Anger
1. Identify who is angry2. Identify why they are angry3. Find solutions to organizations'
culture as it pertains to anger4. Train leaders to create a culture of
civility5. Train managers to identify anger
and manage teams/individuals with issues
Ten Steps in Controlling Anger
6. Learn to control stress and anger appropriately7. Manage organizational stress and transition
management8. Create an anger management program with
clear goals9. Take immediate action: Zero tolerance of anger
and violence10. Offer ways to speak out safely about issues to
prevent anger and violence (be open to creative solutions)
Step #1
Learn to identify behaviors that can signal an anger
challenged manager or co-worker, etc.
(head down, quiet, not making eye contact, etc.).
Step #2
Conduct an investigation
Step #3
Do not “look the other way”
Step #4
Leadership comes from the top down and must address
the issues with resolve
Step #5
All Managers require training, support, and good
leadership.Train to speak less and listen
more when an individual becomes angry
Step #6
Train all employees on the tools needed to manage
their own individual stresses and anger
Step #7
Learn how to manage your organization’s transitions
Step #8
When an individual is identified as having an
anger management challenge, assist your
personnel with a anger management program
rather than replacing these people or expecting and
outside agency to fix your "problem.”
Step #9
Tolerating anger displays or violence is dangerous
Step #10
Create venues that allow people to be heard
Handling an Anger Prone Boss Don’t downplay their anger
Stay focused on the facts and be the voice of reason
Moving Beyond Anger
A leader must learn to express all of their emotions appropriately.
If anger is expressed it should be done so maintaining respect for individuals.
In Summary to Control Anger1. Be proactive instead of reactive2. Be slow to anger-especially over
petty issues3. Instead of telling people they
are wrong, point out mistakes indirectly
4. Look for some type of common ground as soon as possible.
5. If you find that you are in the wrong, admit it.
In Summary to Control Anger6. Admit one of your own poor
decisions before pointing out a similar error by others
7. Mend fences whenever possible
