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Med. Pr. 2001;52(1)

Dealing with an aggressive client: psychological consequences for employees

W obliczu agresywnego petenta - konsekwencje psychologiczne dla pracowników

M. Nowicka, W. Kolasa

Abstract

The main aim of the study was to assess the frequency of violence at work experienced by employees, representing selected occupational groups, and to identify forms of aggression manifested by clients. We also tried to find out whether the frequency of aggressive behaviours of clients differentiates the intensity of fear attitudes. In addition, we made an attempt to discover whether the intensity of fear attitude towards clients is associated with perceived social support and burnout. The study covered 248 employees: social workers of the Municipal Welfare Centre, as well as inspectors of the State Labour Inspectorate and the Revenue Office. The study revealed that social workers were mostly exposed to aggressive behaviour of clients, and they showed the most fearful attitude towards contacts with them. This attitude was concomitant with burnout. The results of the study suggest that the contact with aggressive behaviour encountered at work is conducive to inappropriate treatment of clients, jobdissatisfaction and the feeling of senselessness. As indicated by the study, the conviction that one may count on the support superiors and colleagues sugest in stressful situations at work mitigate the fear attitude towards clients. Med Pr 2001; 52; 1;1-5

Key words

forms of violence, fear attitude, burnout, social support