Purpose: Use this learning aid to read about the incident between Jann and Gordon. Then use what you learn to determine which aspects of handling hostile-aggressive behavior Jann dealt with appropriately.
Jann and Gordan are colleagues. Gordan is frustrated with the lack of progress Jann has made on a project that's already behind schedule. He lashes out at Jann, asking how it is she manages to stay employed. Jann reminds herself not to take Gordan's attack personally, even though it's directed at her. As Gordan rages on, Jann tunes him out, as she knows whatever he's saying now will just upset her. She thinks about how she can most effectively respond once Gordan is finished venting.
Once Gordan has finished venting, Jann offers to discuss the issue that sparked his outburst. Then she urges Gordan to share his feelings with the company psychologist. At the end of the day, Jann reflects on the altercation with Gordan and decides to avoid him at all costs.
Course: Working with Difficult People: How to Work with Aggressive People
Topic: Dealing with Hostile-aggressive People
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