Managing The Monkey

How to defuse the conflicts that can lead to violence in the workplace

by Mark Dawes with Denise Winn

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Paperback (148pp)



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Serving the public has never been more dangerous. One in five workers are violently attacked or abused at work every year, according to latest figures, with younger women at highest risk. Although many employers are now trying ways to deal with these growing difficulties, few have effective strategies and many are going about it the wrong way.

In this practical book, vividly and amusingly written and packed with case examples and guidelines, Mark Dawes shows how to prevent conflict escalating out of control when dealing with angry customers, patients and clients — and, if it's too late for that, how to handle even the most frightening of confrontations safely.

Drawing on what is known about the way the brain works, he explains why traditional techniques for creating rapport and communicating with aggressors fail. He also shows how the impact of particular working conditions and cultures can affect behaviour, increasing risk to the public as well as workers, and provides some frightening evidence of how and why we may underestimate our own strength.

  • Format: Paperback (148pp)
  • ISBN: 1-899398-02-3

About the author(s)

Mark Dawes is a conflict management consultant who runs seminars, workshops and training for a number of major corporations, including retail organisations, utility companies, health authorities, security organisations, charities, and for emergency services, including the police. He has previously worked in the armed forces and as a prison officer dealing with violent individuals and challenging situations. He is a trained hostage negotiator, skilled in unarmed restraint.

Denise WinnDenise Winn is a journalist specialising in health and psychology. She has written for most national newspapers and a range of nation magazines, and is author of 18 books in her subject area. She is former editor of a magazine produced by Mind, the mental health charity, and the UK edition of Psychology TodayShe is currently editor of The Human Givens Journal.