Managing Clients Who Present with Anger

1 Managing Clients Who Present with AngerTOOLS &TECHNIQUESNASWWINTER | 2013 Social workers are often in the role ofmanaging Clients feelings. At times, Clients may Present as angry, hostile oreven violent. It is important that socialworkers are prepared to handle thesepotentially uncomfortable or unsafesituations with the highest level ofprofessionalism a nd are a few tips and questions tohelp guide your technique whenmanaging Clients who Present with Anger . STAY CALM Remaining calm is keyto Managing most situations, especiallywhen a client is angry.

2 Role modelingcalm composure for a client can behelpful. By portraying a calm demeanor,an atmosphere of safety and comfort isprovided to help the client relax. In the moment, it is im portant to bemindful of your own body languageand breathing. Both should remain incohesion with being calm. Standingwhile not leaning forward, havingminimal arm or hand movements, and breathing deeply can all revealcalmness. You can also relay to theclient that you are better able to hearand help when they Present in a calmmanner. Giving specific suggestions to the client can help. LISTEN Listening to the client canalso be very helpful.

3 The client maysimply need to vent feelings or havetheir information heard by someone. Listening to the client can provide detailed information that may not havebeen known previously. It can also helpto create effective communication andaid in essential relationship THE CLIENT YOU ARETHERE TO HELP The client maybe presenting as angry as a r esult ofthings out of your control or maysimply be angry at the currentsituation. As the social worker, youmay be seen as part of the problem. It can be helpful to remind the client of your helping role. Whether it is toadvocate for the best interest of theclient or children involved, it isimportant to remind the client that you are working together.

4 EMPATHIZE Often Clients are inneed of social wor k services due to a stressful situation in their extending empathy can helpbridge any gaps and foster a sense of safety within the compassion and care can go a long way. ESTABLISH AND MAINTAINBOUNDARIES If yelling orprofanity is used, it may be helpful toremind Clients that you would like tohear all that they have to say, but thatyou need them to adhere to c ertainrules of communication, such asspeaking in a calm voice and not usingprofanity. Remindingthe client that, as a social worker, you will always use respectful communication and the same is expected of an agreement and directlystating what kind of communication 3 1/16/13 8:51 AM Page 1 Managing Clients Who Present with Anger expected throughout the professionalrelationship at the initial meeting may also be PRECAUTIONS TOENSURE SAFETY If you areaware that a client may be angrybefore the meeting, it is important totake necessary precautions.

5 Meeting in an open area with other peoplepresent, alerting supervisors andcolleagues of meeting with apotentially angry client ahead of time,and even requesting the presence ofsecurity or law enforcement can allprove helpful. It is important not totake risks when working with clientswho are angry as Anger can createunpredictability. Safety should alwaysbe your first priority. Review agencypolicies with supervisor and create aplan ahead of time. First Street NE, Suite 700 Washington, DC 20002-4241 2013 National Association of Social Rights Managing Clients WHO Present with ANGERC hecklist What is my temperament?

6 Do I feel calm? What does my body language say to others? Am I leaning forward?Are my arms and hand moving? How is my breathing? Have I encouraged and guided the client to calm him/herself? Am I listening to the client and paying attention to what is said? Am I reminding the client that I want to listen to what they have to say? Is what the client saying new information? Does the client feel we are working together? What role does my client appear to think I play? Helpful? Harmful? Does the client have accurate information about the situation? Does the client feel that I care?

7 Does the client feel safe in the relationship to communicate honestly? Have I expressed empathetic statements such as, I can imagine that isdifficult, or I am sorry you are upset ? What kind of communication am I using in the moment? Have I previously discussed with the client my expectations of ourcommunication? If so, have I reminded the client about what they agreed to regardingcommunication? If not, how can I effectively communicate boundariesin the moment? Have I assessed risk factors before meeting with any Clients ? Do I have an effective safety plan in place? 3 1/16/13 8:51 AM Page 2