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. At work, sometimes you gotta do what you gotta do, but you don’t have to explode over it or be mean spirited in the process. Leaning new self-talk when things go wrong or others don’t do what you think they should can go a long way toward controlling that temper. Click here for a humorous example of how self-talk can change your life.
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 –Adjusting Expectations
Anger is often caused in the workplace by a discrepancy between what we expect and what actually happens. Sometimes the problem is simply that your expectations are too high of yourself or others; or you have the wrong expectations to begin with. If you are frustrated with employees, remember that if they knew what you know, or they had the dedication you have, guess what? They would be doing what you are doing. Frustrated with co-workers? Try viewing them in a different light so that you can accept them they way they are, if there is no realistic way of changing things.