How to Deal With Difficult and Aggressive People

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These tips and ideas from John Bell are based on applied psychology and designed to allow you to better understand your fears and make you aware of the typical thought patterns of difficult and aggressive people you may meet in the course of work.

Violence in the workplace is on the increase. Much of the research for this publication was collated with the help of members of the emergency services including police, fire, hospital, doctors, nurses and ambulance staff.

Although many of the examples I supply in this publication have been drawn from my experience of working with emergency and healthcare professionals, the tips are relevant to all types of working

environments. Simply adapt the tips I provide to your own working surroundings and you will find the advice equally as relevant. To healthcare professionals, violence in the workplace is not a new phenomenon. The fact that doctors and nurses treat people who are often in trauma, pain or related distress has meant that difficult and violent situations can develop when assisting such people in their moments of need.

However, there is no denying that violence is increasing in both hospitals and doctors’ surgeries - and elsewhere. Many organisations that deal direct with the public have now adopted strategies, often titled ‘Zero Tolerance to Violence’, in an attempt to manage a continuously worsening situation to reduce the risk.

I felt that producing a small book that addresses the issues and provides some strategies for successfully coping with difficult and violent people was timely in the present social climate’.

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