Causes of Aggression

• Fear -response to a perceived threat
• Humiliation -felt because circumstances have compelled a self-appraisal which prompts us to feel inferior
• Frustration -arises because an impediment can provide a reason for a tantrum or valid anger/emotion

Consider:

• Why do you think conflict took place?
• How was the other person behaving at the time?
• How was I behaving at the time?
• Was there anything that I (or Excel EMS) could have done to avoid it?

Factors that might influence potential for conflict:

How we say things and how we behave often has an impact on the message we wish to convey other than what is actually said.

Communication

This comprises of two forms

• Verbal (7%)
• Non-verbal - Vocal (38%)
• Body language (55%)

We can say ·’Thank you’ in a genuine way for a kindness or ‘thank you’ in a tight lipped manner, altering the tone.

This clearly is not thanking a person but is a sarcastic response. Thus, the content of our speech, our vocal tone and our body language MUST all convey the same ideas to ensure that we are transmitting a consistent message.

As you can see, HOW we say things and how WE BEHAVE often has an impact on the message we wish to convey than WHAT is actually said.