Client Aggression Toward Social Workers and Social Services in Israel—A Qualitative Analysis

Abstract

The aggressive behavior of clients toward employees in service organizations is an alarming phenomenon, which harms employees and damages the organization itself. Employees all over the public sector, especially in social service departments, are continuously exposed to aggressive behavior by clients. The focus of the current study is on understanding the short-and long-term implications of aggressive client behavior on social workers and the organization in which they operate. A qualitative approach was used to understand the perspective of the workers exposed to aggressive client behavior as well as its organizational implications. In-depth interviews were conducted with the 40 participants between February and May, 2009. The participants included district managers, agency managers, supervisors, social workers, and administrators, in 17 agencies all over the country. The study findings identified negative impacts of client aggression on several levels and on several focal areas. On the emotional, cognitive, and behavioral levels, both short-term and long-term consequences can be seen, which affect not only the attacked individual but also resonate throughout the organization. Individual events may diffuse to affect other levels of the service process by Article 1124 Journal of Interpersonal Violence 28 (6) role-learning, imitation of behavior, and by noticing that the organization provides incentives for client aggression, while providing disincentives for assertiveness and self-protective actions on the part of workers.

Mental Health Attitudes, Self-Criticism, Compassion and Role Identity among UK Social Work Students

“…Shame also exists among social workers themselves. Although shame has not been studied thoroughly in social work, Gibson (2016) found social worker shame negatively affects their job satisfaction, retention, and ethics: social workers may feel shame about telling anyone that they were assaulted (Enosh et al, 2013), bullied at work (van Heugten, 2010) or service users committing suicide (Ting et al, 2006). Social worker shame is related to the devalued and inadequate feelings (Gibson, 2006).…”

“…Shame and the fear of shame are a serious problem to social workers, because these feelings can be perceived as being worse than the fear of physical assault (Enosh et al, 2013). Additionally, shame can affect many behaviours that good social work practice entails: observations, communication, and judgements, which are crucial to develop healthy self-concept and therapeutic relationships (Gibson, 2016).…”

The Social Worker-Client Relationship: Difficulties and Solutions

“…In some situations, despite the efforts made by social workers to communicate adequately and efficiently, the results of studies indicate the reluctant, even hostile attitude of some clients and their families, their refusal to cooperate with authorities, even the manifestation of aggressive behavior, verbal and physical (Oșvat and Marc, Bacter, and Timofte, 2018). Client aggression is a source of stress for the social worker and it has implications not only for the social worker, but also for the organization/institution he/she is a part of (Enosh, Tzafrir, and Gur, 2012). For adequately managing these situations, the social worker has to act with calm, respect and empathy.…”

Questioning the Victim Status of Complainants in Professional Ethics Investigations

“…For in championing the client in their lesser‐power role, the institutional process may overlook the facets of the dynamic where the client exercises power. For instance when there are times when a social worker may attempt to help someone in the “underdog” role, only to find that there is a great deal more complexity involved with the interlocking dynamics of power; at times the “vulnerable client” may turn their hostility onto the worker, often resulting in distress and ultimately burnout (Enosh, Tzafrir, & Gur, ; Savaya, Gardner, & Stange, ).…”