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Aggression at work: Managing yourself and others

Aggression at work: Managing yourself and others
Conflict management is a vital skill for care managers when dealing with staff, service users and vistors. In this article Louise Wingrove looks at dealing with staff conflict. When we think of aggression at work we picture someone shouting and throwing his weight around. This is an example of overt aggression: we can see it, hear it and feel it. But just as common is concealed aggression (also called passive aggressive behaviour), which is as manipulative, controlling and damaging to relationships as overt aggression. Here we look at both types of aggression and ways to handle these behaviours constructively...

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