1. Conflict Resolution Law Enforcement II

2. Copyright © Texas Education Agency 2012. All rights reserved. Images and other multimedia content used with permission. Copyright and Terms of Service Copyright © Texas Education Agency, 2011. These materials are copyrighted © and trademarked ™ as the property of the Texas Education Agency (TEA) and may not be reproduced without the express written permission of TEA, except under the following conditions: 1) Texas public school districts, charter schools, and Education Service Centers may reproduce and use copies of the Materials and Related Materials for the districts’ and schools’ educational use without obtaining permission from TEA. 2) Residents of the state of Texas may reproduce and use copies of the Materials and Related Materials for individual personal use only, without obtaining written permission of TEA. 3) Any portion reproduced must be reproduced in its entirety and remain unedited, unaltered and unchanged in any way. 4) No monetary charge can be made for the reproduced materials or any document containing them; however, a reasonable charge to cover only the cost of reproduction and distribution may be charged. Private entities or persons located in Texas that are not Texas public school districts, Texas Education Service Centers, or Texas charter schools or any entity, whether public or private, educational or non- educational, located outside the state of Texas MUST obtain written approval from TEA and will be required to enter into a license agreement that may involve the payment of a licensing fee or a royalty. Contact TEA Copyrights with any questions you may have.TEA Copyrights 2

3. Copyright © Texas Education Agency 2012. All rights reserved. Images and other multimedia content used with permission. Anger Management Myths about anger – Getting angry is the only way to accomplish tasks – It’s only natural to respond that way – Strongly confronting angry people will back them down – Intimidation wins respect – Verbal or physical venting will have calming effects – Anger is a bad emotion – There is only one way to deal with anger – Anger can’t be helped – Not getting angry means that they got away with it – Ignore anger and it will go away 3

4. Copyright © Texas Education Agency 2012. All rights reserved. Images and other multimedia content used with permission. Anger Management (continued) Anger Management Techniques – “Think before you speak” is the most effective – Recognize stress (it usually underlies anger) – Respond instead of reacting – Communicate assertively – Get some exercise – Use humor when appropriate – Practice relaxation skills – Know when to seek help – Work at problem-solving – Learn better ways to communicate 4

5. Copyright © Texas Education Agency 2012. All rights reserved. Images and other multimedia content used with permission. Passive Acting in a way that does not meet one’s own needs and fuels feelings of frustration and anger Saying “yes” when wanting to say “no” Outwardly expressing a submissive, indecisive, and/or helpless attitude while inwardly feeling conflict, tension, and/or stress 5

6. Copyright © Texas Education Agency 2012. All rights reserved. Images and other multimedia content used with permission. Aggressive When someone stands up for their rights without regard for others Self-expression which demands, attacks, or humiliates other people, generally in a way which shows lack of respect for others 6

7. Copyright © Texas Education Agency 2012. All rights reserved. Images and other multimedia content used with permission. Assertive Standing up for your rights without infringing on others Recognizing and respecting the equality, rights, and truths of other people Expressing beliefs, feelings, and preferences in a way which is direct, honest, and appropriate, and shows a high degree of respect 7

8. Copyright © Texas Education Agency 2012. All rights reserved. Images and other multimedia content used with permission. Dealing with Difficult People Six Types of Difficult People – Arrogant – Whining – Demanding – Uncooperative – Inconsistent – Lackadaisical 8

9. Copyright © Texas Education Agency 2012. All rights reserved. Images and other multimedia content used with permission. Dealing with Difficult People (continued) Six Strategies for Dealing with Difficult People Avoid labeling or judging others Step back before you speak Stop wishing they were different and change your thinking and behavior Use a learning mindset approach Acknowledgement vs. argument Avoid being difficult yourself 9

10. Factors Contributing to Hostility Prejudice Favoritism Rejection Insensitivity Criticism Inadequate training Withdrawal of earned benefits Unreasonable demands Broken promises Poor communication Unmanaged anger 10

11. Copyright © Texas Education Agency 2012. All rights reserved. Images and other multimedia content used with permission. Resources Virginia Commonwealth University http://www.students.vcu.edu/counseling/assertive_behavior. html http://www.students.vcu.edu/counseling/assertive_behavior. html Do an Internet search for the following: – American Police Beat – Six Strategies for dealing with difficult people Berenbaum – Anger Management Group Fiore and Novick – Inner Health Studios, Coping Skills, and Relaxation Resources – Mayo Clinic anger management – Reference for Business Workplace Anger – Great Self Confidence David Rogers – BBC News health 659672 11