Managing Aggression Book

	List of figures
	Case studies
	Acknowledgements
	Introduction: How to use this workbook	1
1	Workplace culture	3
	The culture of inevitability	5
	Strategy: defining 'violence'	7
	The 'a part of the job' culture	9
	The no-value culture	13
	Implementing change	14
	Strategy: the concept of zero tolerance	15
	Strategy: sanctions	16
	Influencing workplace culture - individual level	17
	Influencing public opinion	18
2	Causes of aggression	22
3	Assessing risk	38
	What the law requires	39
	A definition of violence	40
	What elements make up a risk assessment?	42
	Risk assessment - the format	53
	Applying the model	53
4	Organisational responses to violence towards staff	56
	Under-reporting	57
	Proactive approaches	59
5	Managing aggression	75
Pt. A	The effective use of body language	76
Pt. B	Assertiveness	88
Pt. C	Defusion techniques	98
Pt. D	Physical interventions	112
6	Bullying at work	118
	Identifying bullying	120
	Harassment and bullying	121
	Who bullies?	124
	So what can be done?	128
7	Ethnic and gender issues	134
	Ethnic/cultural issues	134
	Gender issues	142
8	The consequences of aggression	149
	ABC charting and the consequences of violence	150
	Consequences to you	151
	Consequences to the perpetrator	156
	Consequences to the staff team	162
	Consequences to other service users	164
9	Alternatives to aggression	167
	Individual responses available to service users	168
	Group work	174
	Bibliography	178
	Index	182