From the description:
Whether an aggressor is a seasoned predator or an irate individual, hostility is almost always preceded by warning signs–if we know what to look for. Surviving Aggressive People dissects the psychology of aggression. It exposes the subtle cues of impending violence and offers timeless methods for transforming a potential disaster into a peaceful victory. Using time-tested methods for conflict management and crisis intervention, this book offers persuasion and peacemaking skills that historically have been reserved for law enforcement, psychologists, and other professionals working the front lines of emotionally charged situations. In today’s world, these skills are a must for everyone. Newly updated, with a special appendix for healthcare workers, the enduring knowledge in Surviving Aggressive People can help deter hostility before it spins out of control. It might even save your life.
The book has some good advice that I have used myself on occasion. For example, the golden rule of violence prevention is “an adversary is less dangerous when he perceives you as similar to himself.” Smith gives some tips on how to reduce this “psychological distance”: Use humor, and employ politeness as a preemptive strike. When I used to see clients for disability claims, some would be angry and distrustful when they walked through the door. I stocked the fridge with Pepsi, Mountain Dew and other drinks that people seemed to like and when someone got upset, I would say, “Would you like a Pepsi or Mountain Dew? Then we can talk about your concerns.” It made people feel welcome and as if they were in a safe environment. I guess the caffeine wasn’t always the best idea but “would you like bottled water or caffeine-free herbal tea?” didn’t have the same ring to it and sounded haughty.
Anyway, you get the idea. The book is full of these helpful hints that may help you to reduce your chance of being a victim of violence and provides a framework for how to avoid it. I recommend the sections for healthcare workers on how to respond to neuro-behavioral aggression. It is surprising how few of them get training on how to respond when a patient gets aggressive. This book will help.
Cross-posted from Dr. Helen