Tips on the Management of Angry & Hostile Clients

 

Adapted from Berg (1994: 24 - 25)

 

1. Pay attention to anger and hostility since these emotions can alert worker to a potentially dangerous situation

2. If it is known that client has been hostile to other workers, find out what has been helpful or not helpful to diffuse such anger in the past. As much as it is helpful to know what to do, it is also helpful to know what NOT to do

3. If someone is paranoid or suspicious, do not argue with her; agreeing with how she sees things does not mean that you support the perception. 

4. Normalise client's anger and hostility towards you. Allow her to vent her anger and frustration for a while.

5. Don't rush to defend yourself, your profession, agency, department, etc; but attend to her complaints

6. Distance yourself from the target of her anger. It can be a person, organisation, or way of behaving. 

7. Give person space to move around and allow him to leave the room or walk out.

8. Affirm and reframe his anger as a method of coping or a way of addressing a need (e.g. the need to protect his family's privacy, in the case of a child protection case).

9. Explore how you would be able to work in a manner that is useful with the client, to gently move into a collaborative relationship. 

10. Do not feel compelled to stay in a potentialy violent situation. Allow yourself easy access to an exit.

 

Source

Berg, I. K. (1994). Family Based Services : A Solution-Focused Approach. Norton

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