Conflict is a natural part of any relationship, particularly in professional settings where diverse personalities, external pressures and competing agendas converge. Effectively managing conflict and finding the best solutions requires an understanding of the psychology underpinning people’s confrontational and sometimes aggressive behavior. This article explores the different types and forms of aggression, how “triggers” motivate people to behave aggressively, and some strategies for managing and mitigating these behaviors in professional settings.
Understanding Aggression
Aggression is any behavior directed towards the goal of harming or injuring another person who is motivated to avoid such treatment. In a workplace setting, aggression can manifest in a variety of ways. Effectively managing each form of aggression requires a different approach. However, before we can choose the best approach we must recognize the form of aggression that we are witnessing.
There are two types of aggression, hostile and instrumental, and several different forms. Let’s take a closer look at the two types.
Hostile Aggression
Hostile Aggression is highly emotional and is a common response when someone feels angry, threatened or frustrated. It is driven by our subconscious need to protect ourselves from danger. Given the emotional nature of hostile aggression, it is very reactive and unpredictable. This can make it difficult to manage.
Example:
A security guard named David is working at a busy nightclub. During his shift, a patron becomes visibly upset after being refused service due to their intoxication and starts shouting at the bartender and overturns a bar stool. The patron’s frustration at not being served, coupled with being intoxicated causes them to escalate into demonstrating hostile aggression towards the bartender. This also frightens the other patrons.
Strategies for Managing Hostile Aggression
Utilize De-Escalation Techniques: Use calm, non-threatening body language tone of voice when addressing the subject.
Remove Triggers: If possible, remove the person from the source of their frustration.
Active Listening: Ask questions and allow the subject to voice their perspective. Acknowledge and validate their feelings to build rapport.
Instrumental Aggression
Instrumental aggression is premeditated and calculated. The primary objective of Instrumental aggression is to help the individual achieve a specific goal. Unlike hostile aggression, it is not driven by emotion, but used as a tool to manipulate or control the situation.
Example:
Marco, a security guard responsible for controlling access to a private parking garage, is approached by a driver demanding entry. When challenged by Marco, the driver subtly shows a concealed weapon to intimidate Marco into allowing him entry. The driver’s aggression is instrumental, as it is not emotionally driven, but aimed at achieving the goal of entering the private parking garage.
Strategies for Managing Instrumental Aggression
Maintain Calm and Control: Show that you are in control and that the subject’s behavior is not having its intended effect. A calm demeanor can also prevent the situation from escalating further.
Seek Assistance: Call for additional security or police if the situation becomes dangerous.
Set Clear Boundaries: Be clear of your expectations of the individual and the consequences of continued aggressive behavior.
Although the type of aggression is largely determined by the motivating factor, emotion or goal oriented, the form of aggression depends primarily on the context it happens in. Physical, verbal and relational aggression are three of the most common forms.
Physical Aggression
Physical aggression involves actions that are intended or likely to cause physical harm or injury. Violent acts, such as kicking or punching someone are examples of physical aggression. Security guards, due to the nature of their work, are more likely to encounter physical aggression than many other occupations. The environment in which they work, such as hospitals or nightclubs, may increase that risk.
Example:
Angela, a security guard working in a hospital, attempts to stop an involuntary patient from leaving the emergency department. When she blocks the patient’s path, they forcefully grab her and push her out of the way.
Strategies for Managing Physical Aggression
Physical Restraint Techniques: Use appropriate physical restraint methods if necessary, ensuring that they are consistent with training and policy expectations.
Prioritize Safety: Ensure the safety of yourself and others by calling for additional security guards to assist, isolating and containing the subject of possible, disengaging, etc.
Timing the Intervention: Once properly prepared, intervene promptly to eliminate the threat and prevent further harm to yourself or others.
Verbal Aggression
Verbal aggression causes harm by targeting the individual’s self-esteem and emotional well-being through the use of derogatory language, insults, and threats. While not physically dangerous, verbal aggression can be equally harmful and damaging.
Example:
When denied entry to a nightclub by a security guard named Carlos, an intoxicated patron begins to verbally assault Carlos with insults questioning his competence, physical appearance and choice of occupation.
Strategies for Managing Verbal Aggression
Maintain Composure: Avoid engaging directly in a verbal altercation. Utilize de-escalation techniques and remain calm and professional.
Deflect and Redirect: Stay focused on the issue, which is that the patron is too intoxicated to enter, rather than their verbally aggressive behavior.
Document the Incident: Ensure the incident is properly documented for data collection and post-incident follow-up.
Relational Aggression
Relational aggression involves actions intended to harm someone else’s social standing, or personal and professional relationships. This is often done through gossip, excluding the individual, and spreading false information about them amongst their peers. This form of aggression can be particularly challenging to address in a professional setting.
Example:
Lena, a new security guard at a corporate office, notices that most of her colleagues have a dislike for one particular member of the security team. The others frequently say derogatory things behind this guard’s back, and exclude them from social gatherings involving the rest of the team.
Strategies for Managing Relational Aggression
Support the Victim: Provide moral support and a desire to engage with the individual, and direct them to appropriate resources to help them deal with the harm that’s been caused.
Monitor the Situation: Keep a watchful eye on the social dynamics and offer further support if necessary.
Promote Inclusivity: Refuse to participate in the gossip and do what you can to foster a workplace culture that discourages exclusion and gossip.
Understanding Triggers
Triggers are psychological stimuli that prompt an emotional or behavioral response, often unconsciously. This unexpected emotional reaction to something that’s just happened can lead to reactive behaviors that aren’t always deliberate or well thought out, including aggression. Understanding how triggers work is crucial for effectively managing aggression in ourselves, and in others.
Characteristics of Triggers
What triggers one person may not trigger another. They are influenced by the individual’s past experiences, traumas and memories, which makes them unique to each person. The emotional response to being triggered is usually automatic, and happens at an unconscious level. Therefore, triggers themselves are not within our conscious control.
Examples:
Personal Criticism: When provided with feedback, someone may perceive it as a personal attack on their character, or sense of identity. This can trigger a defensive reaction.
Social Situations: Individuals who have social anxiety can feel overwhelmed in large groups, or when required to speak publicly, especially if it causes them to recall past experiences or embarrassment.
Sensory Stimuli: Certain smells, sounds, songs, or visual cues can trigger an emotional response in individuals who associate them with negative past events.
Key Characteristics
Unconscious Reaction: Emotional responses to triggers are automatic.
Rooted in Past Experiences: Triggers happen when our current situation reminds us of a past trauma or negative experiences.
Varied Emotional Responses: The emotion we experience when triggered can vary. We could experience anger, sadness, fear, panic or anxiety.
Perceived Threat: Triggers are our brain’s way of alerting us to danger. When our brains detect a threat to our needs, values or sense of identity, our fight, flight and freeze response kicks in.
Physical Symptoms: Since triggers are an alert to potential danger, both our mind and body begins preparing to protect ourselves. This includes increasing our heart rate, sweating, trembling and rapid breathing.
Managing Triggers
Being able to self-manage our responses to emotional triggers is a crucial skill for security guards, and anyone whose role it is to interact with people who may be upset, angry, or aggressive.
Steps for Self-Managing Triggers
Accept Responsibility for your Behavior: Understand and acknowledge that while there are many things beyond your control in any situation, how you react and respond is not one of them.
Identify Your Emotional Reaction: With an increased self-awareness comes the ability to recognize when you are being triggered. Monitor yourself for physical signs such as increased heart rate, muscle tension, etc.
Identify the Cause: Reflect on what has just happened to trigger the emotional response.
Choose How You Would Like to Feel and Respond: Before you react, reflect and decide on the most constructive response, given your objectives.
Triggering Conflict in Others
Just as the behavior of others can trigger you, your behavior can trigger emotional responses in others. It is important to utilize communication techniques that are intended to alleviate anxiety and build rapport.
Practical Considerations
Mindfulness in Communication: Utilize active listening and speak in a calm, non-threatening manner.
Recognize Pre-Existing Triggers: If the individual is in an agitated state at the beginning of your interaction, try to identify the issue or event that triggered it. Then adjust your communication strategy to avoid further escalation.
Self-Regulation of Emotions: The defensive behavior of others can lead to frustration, which can trigger you. Use self-regulation techniques such as deep breathing to maintain control over your emotions.
Empathize: Encourage the individual to share their perspective. Use this insight to tailor your approach and find mutually agreeable solutions.
Conclusion
Understanding the basic psychology behind conflict, aggression and triggers is the key to effectively managing them. By identifying the different types of aggression, the forms in which they can present, and how to effectively manage triggers, security professionals can de-escalate volatile situations, and increase the likelihood of gaining voluntary cooperation, creating a safer and more harmonious environment for all.
Being able to proactively manage conflict and aggression not only resolves immediate issues, but also improves communication and relationships with others. This is particularly valuable in future interactions. For those looking to develop these communication skills further, our comprehensive Conflict De-Escalation course offers valuable insights and practical techniques tailored to the realities of private security in Ontario. Investing in professional development is crucial for increasing competence and professionalism in any role.
References:
Choosing Therapy. (n.d.). Instrumental aggression. Choosing Therapy. Retrieved July 14, 2024, from https://www.choosingtherapy.com/instrumental-aggression/
Brazier, Y. (2021, May 17). Aggressive behavior: Causes, signs, and treatment options. Healthline. Retrieved July 14, 2024, from https://www.healthline.com/health/aggressive-behavior#signs
Goldman, L. (2022, March 22). Aggression: Symptoms, causes, and treatment. Very well Health. Retrieved July 14, 2024, from https://www.verywellhealth.com/aggression-5525859