As the title implies, this site will continually update changes and trends in anger management services, research,referrals and provider training. In addition, books,CDs,videos and DVDs used in anger management programs will be introduced.

Tuesday, July 31, 2007

“Me Too” Marketing Does Not Work

As I approach my 32nd year as a successful small business operator, I have found that one marketing strategy simply does not work. “Me Too Marketing” takes the easy route of simply claiming to do whatever the industry leaders do. It does not distinguish your services or products from others; and, therefore, it does not offer any reason for clients to do business with you.

According to Marcia Yudkin of The Marketing Minute, at “When I was probing a client on what made his business special, and he replied, ‘Actually, I’m just like everyone else. What is wrong with that? I’ll just be another burger place’.”

With a “me too” presentation and no distinctiveness, your firm becomes harder to remember, harder to recommend and difficult to market in a focused way. Why create such challenges deliberately? The success of the Anderson & Anderson anger management/executive coaching model is, in part, related to its uniqueness. This model teaches skills in recognizing and managing anger, stress, assertive communication and enhancing emotional intelligence. It includes an assessment at intake and a post-test when the class is completed.

Our “me too” competitors claim to do every thing which we do without any hint of anything special or different. This approach has little appeal to potential clients.

Yudkin advises: “Instead, select something appealing for customers around which to create your identity. Possibilities are endless.”

George Anderson, MSW, BCD, CAMF, CEAP
Diplomate, American Association of Anger Management Providers

The Etiology of Anger Does Not Offer Solutions to Its Management

If one comes across a person who has been shot by an arrow, one does not spend time wondering where the arrow came from, or the caste of the individual who shot it, or analyzing what type of wood the shaft is made of, or the manner is which the arrowhead was fashioned. Rather, one should focus on immediately pulling out the arrow.Shayyammuni, the Buddha

It is a popular notion in some anger management programs to focus on identifying the ‘the triggers’ that cause a person to behave angrily. It is common to observe participants of anger-management process groups explaining how someone “pushed my buttons”.

This notion takes away the responsibility of the angry perpetrators for his or her aggression and violence. We are responsible for our own behavior, regardless of the circumstances.

Rather than focusing on the cause of one’s anger, it is far more productive to learn to recognize the initial signs of irritation, frustration, discomfort or whatever other emotions precede your anger, labeling these feelings and developing tools to stop the anger from becoming destructive to you or someone else.

While assessments are useful in anger management intervention, rarely is it worthwhile to examine triggers or buttons which may lead to anger. Think of a Juke Box, if you push the button for a particular tune and something else plays, over time you will give up pushing that button because you do not hear the tune you expected. Similarly, if the person who is responding to the triggers ceases to respond, that issue is closed to resolution.

Anger management assessments should assess for anger, stress, communication and emotional intelligence. Skill enhancement in these four areas should be taught in all anger management classes.

George Anderson, MSW, BCD, CAMF, CEAP
Diplomate, American Association of Anger Management Providers

Monday, July 30, 2007

Emotional Intelligence For Casino Workers

Emotional intelligence (EQ) is the capacity to create positive outcomes for ourselves and others. Being emotionally intelligent means being aware of, understanding, and appropriately expressing/handling emotions—one’s own and those of others. EQ is the ability to build people up, bring them together, and motivate them to do their best.

Whereas IQ, a measurement of one’s capacity to master precision learning, is static over time, EQ is a skill that can be developed and/or enhanced at any point in our lives. And, although IQ does not predict success in work or life, study after study has shown a strong correlation between EQ and a person’s success in both work and interpersonal relationships. Therefore, emotional intelligence is an important skill to acquire.

Most, if not all, jobs in the Gaming Industry are extremely stressful and require great amounts of human interaction—with customers and other employees. When employees in customer-service based positions demonstrate a lack of emotional intelligence, it reflects poorly on the organization, and reduces customer satisfaction. Therefore, it is in the best interest of gaming organizations to take steps to proactively provide training and staff development in managing anger, managing stress, improving communication skills, and enhancing emotional intelligence.

Just as laughter serves as an indicator of emotional intelligence at work, rampant anger, fear, apathy, or sullen silence signal the opposite. In a survey of more than a thousand U.S. workers, 42 percent reported incidences of yelling and other kinds of verbal abuse in their workplaces, and almost 30 percent admitted to having yelled at a co-worker themselves. Such disturbing encounters wreak havoc emotionally, as demonstrated by studies in which physiological responses were monitored during arguments. Verbal attacks send painful emotional messages of disgust or contempt, emotionally hijacking the recipient, particularly when the attack comes from a boss or spouse whose opinion carries a lot of weight.

Often, people think of anger management as being exclusively for individuals mandated by courts, Human Resource Managers, Employee Assistance Programs, or ultimatum-issuing spouses. Once enrolled in classes, however, people quickly recognize the value of using these skills in all aspects of daily functioning.

Before beginning a structured anger management program, every client should complete a computer-scored Anger Management Map. This assessment determines his or her level of functioning in the following areas: anger management, stress management, emotional intelligence, and communication skills.

Emotional intelligence is by far the most popular of the aforementioned modules. It is closely related to empathy, sensitivity to others, compassion, and self awareness. It is what distinguishes persons who make you feel comfortable, optimistic, happy, and good about yourself from those who you avoid due to their contagious negativism. For customer-service workers, such as Casino workers, it is especially important to not radiate pessimism. Glum people simply don’t gamble as much as those who are cheerful.

Surprisingly, in the United States, Canada, England and Bermuda, the largest number of referrals to anger management programs that use the emotional intelligence model come from businesses and governmental agencies. These organizations tend to be most concerned with the bottom line, productivity, profit, and good morale. Understanding the powerful role of emotions in the workplace sets the best leaders apart from the rest, with noticeable differences in results and the retention of talent, as well as all-important intangibles, such as morale, motivation, and commitment. Effective anger management classes reduce staff turnover, sick day usage, interpersonal conflict, and low morale. As stated previously, the morale in a casino is practically proportional to its productivity and profit.

Here are some case studies that illustrate the positive effects of anger management.

Several months ago, a young father joined one of our Saturday accelerated classes, because he was concerned over his growing impatience with, and negative response to, his infant son. During his first session, he quickly realized that this “impatience” was also occurring at his business, where he was responsible for managing fifty employees. He also acknowledged being frequently abrasive in interactions with his wife. Over a ten session period, he began making changes in his sensitivity to others. He increased his use of assertive communication, rather than passive-aggressive or aggressive communication and was able to see constructive changes in his relationships with others, as well as in his self-esteem.

In another example, an executive of a major motion picture company was ordered to attend an executive coaching/anger management class after verbally abusing a member of his senior staff during a meeting. Initially, this executive denied the need for help and protested his referral to an anger management program. An initial assessment interview revealed his style of communication was aggressive, his level of stress was high, his emotional intelligence was low, and finally, his skills in managing anger were poor. In short, there was a lot of room for improvement in all four areas covered by our curriculum. During his ten week individual coaching sessions, he was promoted at his company and received a hefty raise. After one year, he is now an advocate for education in emotional intelligence for all managers and supervisors in his company.

Forty percent of our referrals come from businesses and the entertainment industry. Self-referrals are the third largest source of referrals to our classes. Many of our new referrals come from participants who have successfully completed either executive coaching or anger management classes. Thirty percent of anger management referrals come from the criminal justice system which includes the courts, probation and parole.

In our third example, a man decided to take his toddler son for a ride on his Harley Davidson motorcycle. A neighbor reported the incident to the police, and the man was subsequently arrested and charged with child endangerment. As a result of this offense, he was ordered to attend a one year anger management class with a focus of emotional intelligence. After attending the required number of classes, the man thanked the Judge who sentenced him. He also called his local Adult Education High School and recommended that it offer anger management and emotional intelligence education to the community as a public service.

These three rather disparate examples show that anger management education is appropriate for everyone, and it can positively affect a client’s life.

Emotional intelligence is a relatively new concept that holds considerable promise in teaching us the skills to better relate to each other. Improving relations leads to positive outcomes in many areas of human interaction. Human interaction is a necessary aspect of any job in the gaming industry. Therefore, in short, developing and employing emotional intelligence skills can be both financially and emotionally beneficial to casino employees.

George Anderson, MSW, BCD, CAMF, CEAP
Diplomate, American Association of Anger Management Providers

The Beauty of Emotional Intelligence

The Anderson & Anderson anger management/executive coaching curriculum teaches skill enhancement in the following four areas: anger management, stress management, communication, and emotional intelligence. Each of these holds significant importance, as they are the keys to improving the nature of interactions between people. However, the one that seems to be the most important to master is emotional intelligence. Emotional intelligence (also known as E.Q.) involves the ability to empathize with the person with whom you are having a conflict. Your empathy causes you to behave in a manner that is likely to decrease the level of stress and anger that has initially erupted on the part of the other party. It is also likely to change the method of communication that exists within that exchange at that moment. In other words, both you and the other individual are likely to be more assertive towards one another, and less aggressive.

The beauty of emotional intelligence is that it can also be used to prevent conflict and increase interpersonal relationships. When you make a mistake that causes stress within another individual, that person is likely to confront you on the matter. Regardless of how the individual confronts you, it is very important to assess the situation and respond in such a manner that the likely outcome is positive. A while back, a nervous police officer confronted a gentleman with a speed scanner. The officer nervously explained why he pulled the gentleman over. The gentleman could sense that the officer was extremely jittery. The gentleman explained to the officer that he did not realize how fast he was going, but that he understands why he was pulled over. He also told the officer that “he deserved whatever was coming to him”. The officer, relieved, asked the gentleman to be careful and let him off with a warning.

The gentleman above used emotional intelligence to avoid increasing the stress level of the officer, which more than likely would have led to a very annoying fine. Whatever the situation, it is always best to put aside fight-or-flight tendencies and search for the positive way out of a negative situation. The Anderson & Anderson anger management curriculum teaches skills in improving your emotional intelligence. Whether your emotional intelligence needs improving or is completely impaired, the Anderson & Anderson curriculum will help you master the skills needed in this area.

Rasheed Ahmed
Anderson & Anderson
Anger Management Services

Friday, July 27, 2007

Four Points About Respectful Communication and E.Q.

You have the right to say what you want to say, but you cannot do it in a abusive way, using bullying or harsh language.

In order for communication effectively, both parties must listen, with sensitivity, to what the other person is saying, and not try to merely convince the other party of the merits of your position.

Good communication requires negotiation and compromise. If somebody has to win the argument, then somebody else has to lose it, and you’ve lost good, healthy communication.

No single issue is as important as your overall goal of remaining assertive, non-aggressive and direct in your relationships with others.

Healthy communication involves two essential skills: Speaking & Listening.

George Anderson, MSW, BCD, CAMF, CEAP
Diplomate, American Association of Anger Management Providers

Negative Parental Examples and the Values They Communicate

Parental Example Value Communicated

Adult lying Adults cannot be trusted
Aggressive communication The world is unsafe
Child neglect Children are not valued
Constant family fighting Life is not joyful
Constant emotional problems Life is an emotional roller coaster
Lack of parental integrity Honesty & respect not valued
Parental depression Doubt and negativity are the norm

Adults who have problems managing anger are often victims of other emotions, which may leave them impaired in their ability to parent.

George Anderson, MSW, BCD, CAMF, CEAP
Diplomate, American Association of Anger Management Providers

Open Letter to Judges & Prosecuting Attorneys

Judges and Prosecuting Attorneys need to be aware of a new scheme being perpetrated on the Internet by unscrupulous “so called anger management counselors”. Unfortunately, there are no state mandated standards anywhere for this new area of specialization. Consequently, the internet is being flooded with ads for cheap, fast, accepted, approved, money back guaranteed on-line anger management classes.

Currently, there is one reliable Facilitator Certification Organization and one recognized Anger Management Provider Association. Therefore, in the absence of verifiable training, experience and curricula, none of these on-line classes should be accepted.

Visit the two sites listed below for a national list of providers who are trained to offer live anger management/executive coaching classes using the Conover Anger Management Assessment and the Anderson & Anderson Anger Management Curriculum. The websites are and

George Anderson, MSW, BCD, CAMF, CEAP
Diplomate, American Association of Anger Management Providers

Thursday, July 26, 2007

Anderson & Anderson Conquers the Internet

When it comes to professional anger management, Anderson & Anderson and its international network of providers are the predominant sources of help. The Anderson & Anderson website,, is by far the most popular anger management site on the worldwide web.

Regardless of the key words used, it is the Anderson & Anderson website, and the websites of Anderson & Anderson anger management providers, which will appear in each search. This status did not occur accidentally nor randomly. It was earned over time, based on the high level of the anger management/executive coaching services and products offered.

Anderson & Anderson offers a forty hour Facilitator Certification Training in Anger Management. This Certification is the industry standard in anger management worldwide. Supporting client’s workbooks, DVDs, CDs, Videos, Posters and services are available in English and Spanish.

Anderson & Anderson has now embarked on an aggressive and coordinated campaign with its many providers in efforts to make the Anderson & Anderson curriculum a household brand for all anger management needs in the entire country, as well as all nations abroad. Eventually, the Anderson & Anderson anger management brand will break through cultural and language barriers. Currently, no other anger management program has done this; and, the fact remains that, no other anger management program out there is as structured and effective as the Anderson & Anderson anger management program.

To become a Certified Anger Management Facilitator, click here: or contact our office at 310-207-3591.

Rasheed Ahmed
Anderson & Anderson
Anger Management Services

Wednesday, July 25, 2007

The Adolescent Referral as a Ticket for Parents

Adolescent turmoil is often a ticket for anger management for parents. Anger is a normal human emotion. It is considered a problem when it is too intense, occurs too frequently, lasts too long, impacts health, is harmful to self or others, leads to aggression or violence, or damages interpersonal relationships.

Teen behavior is generally an exaggeration of the patterns of behavior learned from parents. When parents begin to observe an imitation of their own angry expressions in their offspring, they suddenly recognize the need for help.

Case Example

A man from an affluent family requested help for his 17-year-old son who had physically attacked his mother. A careful review of the situation revealed an extremely bright youngster who had excelled in all high school subjects and had received scholarships to four of the top Universities in the Nation.

At age 13, this youngster had injured himself after smashing his hand through a window in a fit of anger. He had also smashed a computer monitor in reaction to a threat made by his mother.

An assessment of both parents showed a long-standing pattern of aggression and counter aggression between the two. The mother scored in the develop range in assertive communication, high in aggression, low in deference and the develop range in empathy.

The father scored in the normal range in all categories except assertive communication, in which he scored in the develop range. The develop range in any category means that the level of functioning represents a deficit in skill development for that particular category.

In this particular case, while this young man needed anger management, so did both parents. Therefore, the son was the ticket for help that both parents needed in terms of skill enhancement in anger management, stress management, communication and emotional intelligence.

George Anderson, MSW, BCD, CAMF, CEAP
Diplomate, American Association of Anger Management Providers

Tuesday, July 24, 2007

Anderson & Anderson Presents a New Anger Management Blog

Due to the success of the marketing efforts of Anderson & Anderson and a few of its key providers, it has become necessary for us to extend our daily blog run to The nature of blog entries is very powerful, as has been demonstrated by the number of views we receive on our web stats each day. The average number of views on a daily basis is 80. This may seem like a small number at first glance, but it actually leads to a very large number of views of our general web site. The amount of interest generated from each blog entry is enormous. For the month of June, the Anderson & Anderson website received over 529,000 hits. Whenever we, or a few of our providers, placed a blog entry on our websites, Google picked them up immediately and placed them in its search engine. What happens is that the blog entries draw in exposure to whatever it is that one is promoting, and the product or service that is being promoted gains exposure worldwide.

Anderson & Anderson and its team of providers will increase its presence on, as well as other websites that host blogs. We encourage all our providers, as well as other organizational entities, to take the time to include a blog on their websites.

Rasheed Ahmed
Anderson & Anderson
Anger Management Services

Monday, July 23, 2007

An Enlightened Public Discovers Anger Management

Author: George Anderson

In summary, the change in referral patterns indicates that the enlightened public is rapidly recognizing anger management as a positive opportunity to learn skills in managing stress and anger, improving communication skills and developing emotional intelligence.

An Enlightened Public Discovers Anger Management


The recent pattern of referrals to anger management classes shows a dramatic shift in the profiles of the clients enrolled. Over the last ten years, most referrals were from the Courts for misdemeanor offenses and infractions with aggressive behavior being the most common reason for the court order. Recently, I sat in on a class as a Guest Facilitator. When the group members were asked to introduce themselves and indicate their goals and reasons for seeking anger management, the majority of clients were volunteers who wanted to gain a better control of their expressions of anger and stress, enhance communication skills and learn to be more emotionally intelligent. Several clients were parents who were concerned over their own hurtful behavior towards their children.

Employer referrals

The second client group consisted of employees who were mandated by their employers to complete an anger management class, because of aggressive, rude or insensitive behavior at work. These clients were initially resistant to sharing information about themselves. However, when they had a chance to hear from the larger number of self-referrals who view the class as a positive experience to improve their interpersonal skills, they became much more comfortable with sharing. Most of the mandated clients were surprised that others were coming voluntarily. This realization quickly helped them see their mandated status as a blessing in disguise, since they were given an opportunity to learn important new skills at their employer’s expense. Those mandated by the courts responded similarly.

Court mandated referrals

The smaller group of clients who were ordered to attend between 10 to 52 weeks of anger management, as the result of road rage, simple battery, threats, harassment or some other person- directed aggression, were quickly influenced by the other clients to take the course seriously and actively participate.


The change in referral patterns indicates that the enlightened public is rapidly recognizing anger management as a positive opportunity to learn skills in managing stress, anger and improving communication skills and developing emotional intelligence.

Self-referrals and employer referrals are now the norm, which reflects the public’s acceptance of anger management as a legitimate intervention for anger. Their interest is in dealing with the type of anger that is too intense, lasts too long or leads to aggressive behavior or person-directed violence.

George Anderson, M.S.W, LCSW, BCD
Fellow, American Orthopsychiatric Association
Diplomate, American Association of Anger Management Providers.

About Author

George Anderson is the Director of training for Anderson & Anderson.
He is a Board Certified Diplomate in Psychotherapy
Fellow, American Orthopsychiatric Association

The Anderson & Anderson Anger Management Program

Person-directed violence, road rage, murder, rape, and child abuse are only a few of the many ways our society suffers from violent behavior. Violent behavior is the result of a stressful event that triggers an individual’s inability to control his or her anger.

Consider the following facts:
• More than 2 million people are stabbed, shot, or otherwise assaulted each
year in the United States.
• Physical violence between spouses occurs in 1/3 of all households.
• Each year, thousands of children are killed due to child abuse.

The crime wave that has taken over America’s streets has now moved into our communities, schools, churches, and workplaces. Why is this happening and how can we stop this trend? While experts struggle to explain why anger and violence have become a new hazard, the Anderson & Anderson Anger Management Program offers a practical approach to decreasing this trend, offering a positive way of looking at the problem of anger management, and developing a healthy personality. The purpose of this profile is to help individuals learn how to identify, understand, and diffuse anger, whether it is their own or that of a spouse, friend, peer, or co-worker. The Anderson & Anderson Anger Management Program consists of two components: assessment and skill enhancement.

The Conover Anger Management Assessment

Consists of the following scales:

Interpersonal Assertion–this scale indicates how
effectively individuals use direct, honest, and appropriate expression of
thoughts, feelings, and behaviors when dealing with others. It indicates
the degree to which one is able to be direct and honest in
communicating with others without violating their rights.

Interpersonal Aggression–this scale assesses the degree
to which communication styles violate, overpower, dominate, or discredit
another person’s rights, thoughts, feelings, or behaviors. High
interpersonal aggression is related to personality characteristics of
rebelliousness, resentment, and oversensitive responses to real or
imagined affronts.

Interpersonal Deference–this scale measures the degree to
to which the communication style is indirect, self-inhibiting, self-
denying, and ineffectual for the accurate expression of thoughts, feelings,
and behaviors. High interpersonal deference is related to the personality
characteristics of apprehensiveness, shyness, and over-sensitivity to
threat or conflict.

Empathy–this scale indicates individuals’ abilities to
sense, understand, and accept another person’s thoughts,feelings,
and behaviors. A strong sense of others’ feelings and emotions is a key
element to anger management. Empathy is a primary characteristic of skilled
communicators. Persons with strong empathy tend to be sociable and outgoing.

Stress Management–this scale assesses perceived skill in
managing stress and anxiety. Anger that results in violence is usually
triggered by a stressful event that is not appropriately managed. Persons
with skills in managing stress positively are competent managers of time
and are flexible, self-assured, stable, and self-reliant.

Change Orientation–this scale indicates the degree of
motivation and readiness for change in the skills measured by The Anger
Management Map. A high score indicates dissatisfaction with current skills
and a strong conviction of the need to make personal changes.

The Anderson & Anderson Anger Management Program

Consists of the following four skill enhancement areas:

Anger management
Stress management
Emotional intelligence

In order to master skills in the four areas listed above, it is necessary to practice these skills under the direction of a certified anger management facilitator and/or with feedback and interaction from other participants. This is not the type of program that can be offered on-line.

George Anderson, MSW, BCD, CEAP
Diplomate, American Association of Anger Management Providers

Thursday, July 19, 2007

Anger Management Collaborating for Success

In many small businesses, as well as mental health/specialty practices, the key person tends to be narrowly focused on one or two clinical practice areas. Few solo practitioners are business savvy, and some are not comfortable in marketing in his or her area of specialization. This is especially true in the emerging niche market of anger management/executive coaching, primarily because of the newness of this area of specialization.

This places anger management small business providers at a distinct disadvantage in pursuing contracts with professional sports, as well as business and industries to provide workplace anger management programs, consultation and coaching.

An Exciting New Promising Trend

Recently, Anderson & Anderson embarked on a new venture designed to collaborate with providers whose backgrounds, interests and contacts have the potential of expanding contracting opportunities in a wide range of areas out of reach to most solo practitioners.

Colbert Williams, the CEO of Executive Life Coaching, Inc. of Lancaster, Ca, teamed up with Anderson & Anderson to pursue a contract with the National Football League. The two organizations are now preparing a proposal for a contract with Municipal Transportation Agencies throughout California.

Tom Wentz and Jim Merritt are principals of Community Care located in Palm Springs, California. Tom is a Ph.D. in Clinical Psychology and an expert in substance abuse intervention, as well as a Certified Anger Management Facilitator in the Anderson & Anderson Curriculum. Jim Merritt is a retired Major League Baseball Pitcher who played with the Los Angeles Dodgers and the Minnesota Twins. Jim also is a substance abuse counselor as well as a Certified Anderson & Anderson Anger Management Facilitator.

Community Care and Anderson & Anderson are actively working to secure contracts with all of the Major League Baseball Teams for anger management, executive coaching and organizational training.

While we are not prepared to announce any contracts from these efforts at this time, we can report that our preliminary proposals are paying off and we hope to announce specific contracts relative the above in the near future.

If you are interested in Partnering with Anderson & Anderson, contact George Anderson at 310-207-3591.

George Anderson, MSW, BCD, CAMF
Diplomate, American Association of Anger Management Providers

Wednesday, July 18, 2007

Anger Management Classes

by Carlos R. Todd

All anger management classes are not made equal. In every city, there are those free and cheap classes available to the consumer. This approach may be less expensive; but what is the consumer really getting? Are these programs credible?

Inappropriate anger is a very complex problem that should not be taken lightly. Any effective anger management program must have an assessment component. Why? Because all anger is not created equal. Some individuals are implosive, some have stress management problems, some need help learning to communicate their needs effectively, some lack assertiveness skills, some lack empathy and some need to learn simple skills to improve emotional intelligence.

It is of vital importance that all individuals entering an anger management program receive an assessment to determine the real areas of need in managing their anger. Information from the assessment can be used to help that individual develop skills in the areas in which they are the weakest. Programs that have no assessment, in my mind, should be avoided. Handouts, lectures and simply practicing skills without a context or a plan of action do not reflect best practices in any psycho-educational program.

Ideally, with the assessment in hand, the class should focus on four areas: anger management, stress management, emotional intelligence and communication skills. The client who is weak in any of these areas will then have to focus special attention in practicing skill enhancement in the areas of their greatest need. Over time, there will be improvement and, with the feedback of the instructor and others in the group, the client will grow in anger management.

Anger can have a high cost. Therefore, it is important that one considers carefully where to go for anger management services. The Anderson and Anderson model is an anger management model that offers the highest level of credibility, versatility and ease of use. The consumer can know that when they choose any of the nationwide network of providers at, they will be in good hands.

Carlos Todd, LPC, NCC, CAMF

President of the American Association of Anger Management Providers

Carlos Todd is the owner of Todd’s Anger Management Solutions in Charlotte, NC

Branding your Anger Management Practice

Q.) What is branding?

A.) Simply put, a brand is a promise. By identifying and authenticating a product or service, branding delivers a pledge of satisfaction and quality. In the case of Anderson & Anderson, the pledge is that all providers 1) have completed 40 hours of training in the Anderson & Anderson curriculum, 2) use the Conover Assessment and the Anderson & Anderson client workbooks, and 3) subscribe to the latest developments in the field of anger management by completing 16 hours of continuing education annually.

The Conover Anger Management assessment determines a client’s level of functioning in recognizing and managing anger and stress, level of assertive communication, and the degree of emotional intelligence. The Anderson & Anderson curriculum is focused on skills that will enhance functioning in these four areas: anger management, stress management, communication and emotional intelligence.

Q.) Why is branding important?

A.) It prevents the danger of being anonymous. Branding provides answers to a lot of clients’ questions, such as:

• Who are you?
• What do you sell?
• How are you different from those offering similar services?
• Why are you better than your competitors?
• Why should I enroll in your program?

A good brand will:

• Deliver your message clearly
• Confirm your credibility
• Connect your target prospects emotionally
• Motivate the potential client
• Solidify User Loyalty
• Create a market advantage
• Open doors that were formerly closed
• Make us all more successful

Q.) How can I benefit from supporting the Anderson & Anderson Brand?

A.) Begin by asking yourself why you decided to become an Anderson & Anderson Provider. It is impossible for anyone other than you to answer this question. Here are some possible answers:

1. I was instructed to do so by my employer.

2. Anderson & Anderson seem to dominate the internet.

3. I was impressed with the Anderson & Anderson anger management curriculum.

4. It was recommended by a person I respect.

5. I did it in order to be credible as a professional anger management provider.

6. It is the most recognized model in Canada.

7. Using a model that is so well-known and tested through use appealed to me.

8. I discovered that the only way to receive court referrals was to use this curriculum.

9. I have not been able to make my own model as popular, so I decided to just go with the best known model.

10. When I saw the Postal Service, all California Prisons, major companies, Human Resource Managers and Doctors accept this model, I was convinced that it was the way to go.

11. It is the most trusted curriculum available.

12. I wanted to be part of an international community of Anger Management providers.

13. I wanted an instant internet presence.

14. To get access to special offers and discounts (such as the bulk discount on Marketing DVDs.

15. The training comes from a team with years of Practical Experience in the field of anger management.

16. I wanted the opportunity to purchase a Licensing Agreement. is a great case study of a brand developed through affiliate networks. (Equivalent to providers) Amazon benefits and so does its thousands of affiliates who make income from selling products on their websites. Each Anderson & Anderson provider must determine for him or herself if being on the Anderson Provider List and associated blogs and websites is worth the investment.

For some, it may be best to consider developing your own competing model. For others, we ask that you join us in increasing the international market share of anger management/executive coaching through consistent branding of this unique model.

What is expected of each provider?

Each provider should have a website. A clear and unmistakable explanation of the Anderson & Anderson curriculum must be provided on each website. Some examples are listed below:

George Anderson, MSW, BCD, CAMF
Diplomate, American Association of Anger Management Providers

Tuesday, July 17, 2007

The Uniqueness of the Anderson & Anderson Anger Management Curriculum

An anger management model which works

Person-directed violence, road rage, office rage, airport rage, and child abuse are only a few of the many ways that our society suffers from unhealthy anger. Person-directed aggression resulting from stress and anxiety often triggers an individual’s inability to control his or her anger.

The increase in anger/violent related crime has now moved into our communities, sports, schools and workplaces. While there may not be a general agreement on the causes of our increase in violence, it is clear that it is a new epidemic. The Anderson & Anderson Anger Management Curriculum offers a practical model, which consists of training in anger management, stress management, communication and emotional intelligence.

The Conover Assessment Component

It is necessary to manage stress first in order to learn to control anger. Stress is usually a precursor and trigger for anger. Empathy/emotional intelligence, the ability to put oneself in someone else’s shoes, is a key component in controlling one’s anger. Assertion is a powerful emotional skill that helps a person to communicate more effectively, honestly, and appropriately. It is the opposite of aggression (anger control/management) or deference (fear control/management). Finally, change orientation is the magnitude of change perceived as desirable for developing personal and life effectiveness. Change orientation includes developing the degree to which a person is motivated and ready for change. This scale is a reliable predictor of an individual’s potential for success through training.

Skill Enhancement Component

The Anderson & Anderson skill enhancement consists of the following four units:
Anger Management
Stress Management
Emotional Intelligence

Each skill enhancement module consists of approximately 4 – 5 hours of interactive learning activities, DVDs, listening activities, and post assessments. The Client Workbooks, “Controlling Ourselves” and “Gaining Control of Ourselves” contain all of the exercises, logs and assignments.

The curriculum is made more interesting by the use of companion DVDs, CDS, Videos and experiential exercises and quizzes.

For more information, or to enroll, contact our office at 310-207-3591 or visit our website at

George Anderson, MSW, BCD, CAMF
Diplomate, American Association of Anger Management Providers

Unsuspecting Employees Referred to Wife Beating Classes

An unfortunate trend is becoming problematic nationwide. Employees from businesses and governmental agencies are being inappropriately placed in domestic violence/wife beaters classes by their Employee Assistance Providers. This practice is damaging to victims of domestic violence and useless for persons in need of anger management/executive coaching classes.

Employee Assistance Professionals are not required to have training or exposure to anger management as a part of their core training. Consequently, the training which they have in substance abuse, mental health and stress management is inadequate to prepare them to assess and refer employees or dependants in need of anger management.

Corporate executives and Human Resource Managers need to carefully examine the referral patterns of in-house and contracted Employee Assistance Services. A simple inquiry to the local court or probation department can quickly provide information on whether or not the referral source is for wife beaters/domestic violence perpetrators.

Three national resources offer some legitimacy in finding professional anger management providers. A list of these resources can be found at:, and

George Anderson, MSW, BCD, CAMF
Diplomate, American Association of Anger Management Providers

Monday, July 16, 2007

If Carlos Todd were a Mary Kay Salesman, he would win the Pink Cadillac

Mary Kay Cosmetics is one of the most successful examples of Viral Marketing on the internet. Carlos Todd, LPC, President of the American Association of Anger Management Providers and an Anderson & Anderson Provider largely mirrors the success of Mary Kay Cosmetics as it relates to marketing anger management/executive coaching services.

Consistent with Viral Marketing Strategies, Carlos makes maximum use of his blog site as well as a wide range of other related blogs on a daily basis. He uses E-zines, press releases, pod casts, radio, television, news papers and trade magazines to keep anger management in the news. His daily blog is the closest thing to word of mouth marketing that exists.

Perhaps as a subculture for the Pink Cadillac, all appreciative providers may consider making comments on Carlos’ blog site at:

George Anderson, MSW, CAMF, BCD

The Art of Listening and the Effect on Communication

Listening can be difficult. It requires us to tune into more than the actual words and includes gestures, body language and the ability to focus our attention and concentration on someone other than ourselves.

How often have you talked to someone on the phone and realized that they were multi-tasking and preoccupied during the conversation.
Were they really listening? Probably not.

Are you someone who occasionally tunes out when talking to another person, because you are anxious to come up with your opinion and thoughts? Are you really listening? Probably not.

Do you tend to occasionally tune out when someone is talking to you and do not hear what was said because your mind drifts to something totally unrelated? Are you really listening? Absolutely not.

There are four key communication skills for improving interpersonal relations that require listening. They are:

•The ability to listen without judging.
•Show understanding of what has been said
•Acknowledge and accept another’s point of view
•Refrain from imposing your personal beliefs on someone else.

Sometimes someone just may want to vent and are not interested in hearing feedback or advice. Being able to passively listen to that person’s words with undivided attention and without verbally replying is a powerful “non-verbal” message. If it is done with an open heart, and empathy for that person’s feelings, this may allow him/her to draw out their own access to inner wisdom, as well as the ability to go within the self for exploration and guidance.

Simple and concise verbal responses to another’s words convey the idea you are listening by saying, expressions such as; “Oh”, “I see”, “Interesting” and other non-judgmental messages.

If you truly want to respond, communicate your willingness to continue listening with statements such as; “Tell me about it” or “Would you like to talk about it”?

Giving the person talking “feed back” requires an active listener to only feed back what he thinks that person means, not giving advice and only clarifying what he or she is unsure of. Active listening encourages free expression of troublesome feelings. It is not taking a deposition from the person speaking. “Can you tell me more?” or “Let me see if I understand what you just said”, are typical phrases for active listening.

The ability to be an effective listener needs to be natural and realistic. Learning new skills for open communication takes practice, time and awareness.

Karen Golob, CAMF
Director, Anger Management Services
9171 Wilshire Blvd., #680
Beverly Hills, CA 90210

The Power of Emotional Literacy

Imagine that appliances and tools that we buy from time to time came with no instructions. In fact, let me broaden this idea. Imagine that a tool shows up at your front door with a tag saying, “use me”. Imagine the confusion you may feel. You have no idea what it is or how to appropriately use this tool. Chances are that you would find a way to get rid of this tool.

What is my point? The point is context. We need instructions and some directions on how to use the tools that have been given to us. Emotions are tools given to us to help us make sense of the world around us. Imagine that you are placed in a situation that threatens your life. The appropriate emotional response would be fear. In addition to the physical responses, like a rush of adrenaline, the emotions are signals that tell us we are in danger and that we should take appropriate action to preserve our life.

On a daily basis, we encounter less severe situations that require our awareness of how we feel, and the impact that the situation will have on our lives. Ironically, many of us are taught, when asked about how we feel, to simply say, “I feel good/bad”. Despite the fact that it serves a functional purpose to be brief, I wonder if somehow this oversimplification of our emotions has taught us to render them null and void. Therefore, when the time comes to express ourselves, we stumble and falter as we try to describe complex feelings like feeling weary, cornered, or misused.

There is a reason why we all need a broad based emotional vocabulary. The more words we have to describe how we feel, the more we are able to meet the need in a more precise manner. Let me illustrate the importance of this idea. If I went to the doctor and said I felt bad, it is likely that she would ask me a series of questions to properly define where I hurt, how long I have been hurting and the nature of the pain, all in an attempt to properly diagnose and treat the condition. The same is true when we can only say we feel bad/good. It is important to be much more specific about how we feel. To say, for example, that you feel cheated is broad based. One can then ask by whom have you been cheated, and take appropriate action to resolve the emotional turmoil. This is the power of emotional literacy. One becomes their own diagnostician and is better able to Perceive, Identify and Name (PIN) your emotions. This is a prerequisite to good anger management. In future articles, I will expand on this idea. Visit my blog at for more on emotional literacy.

Carlos Todd, LPC, NCC, CAMF
President of the American Association of Anger Management Providers
Carlos Todd is the owner of Todd’s Anger Management Solutions in Charlotte, NC

Friday, July 13, 2007

Anger Management Assessment for New Hires

Anderson & Anderson now offers Anger Management Assessments for small and large corporations on-site nationwide. The Conover Assessment can be administered and scored on-line with easy to read, and non-technical, reports.

These assessments are excellent for use with other pre-employment screening instruments such as the MMPI. The Conover Assessment is a MAP with no right or wrong answers. It is designed to be used as a guide to understanding a client’s level of recognition and management of anger, stress, assertive communication and emotional intelligence.

The results of this simple non-threatening assessment can be used to identify employees who may be at risk for halogens in interpersonal relationships at work.

For more information, or to schedule an appointment, contact George Anderson at 310-207-3591. Visit our website at

George Anderson, MSW, BCD, CAMF
Diplomate, American Association of Anger Management Providers

Thursday, July 12, 2007

Real Anger Management is Awesome

Anger Management has truly become a force to be reckoned with. Anderson & Anderson, along with its certified providers, offer a program that teaches skills in managing anger, stress, communication, and emotional intelligence. As we continue to utilize this groundbreaking model, the interest it generates increases. Several of our satisfied clientele have shared with us what they think of the Anderson & Anderson brand of anger management:

The use of the four major themes: anger management, stress management, emotional intelligence and communication make the training simple, clear and direct. The Facilitator has a sound format for a full look at each person’s anger, and ways to re-decide, re-direct and re-invent ones response to life’s many experiences. Using these techniques can eventually dissipate anger, and assertiveness can replace aggression.
--Shamala Sykes, Educational Consultant
Los Angeles Unified School District

The Anderson model is concise, organized and structured. From the intake screenings, to the workbooks, to the self-assessment surveys, people can now have the Map & Compass to navigate their way into a healthy and managed control of emotional responses to anger. Everyone is talking about anger—now you can actually do something about it.
--Gary Koppel, Entertainment Industry

If you have ever taken a course from Anderson & Anderson, you would immediately know that you are being served by professionals who have mastered the art of their craft, counseling.

I have taken two classes and am now on my third one. Each one has helped me gain a deeper insight into myself and into the primary emotions that had me "spinning" with Anger. As a widow, nursing professional and single parent of two teenage sons (6'2" & 6' 8"), I thought I was losing my mind. George Anderson was my Anger Management coach. In fact, George was such a man of great integrity, compassion, and humor that I enrolled my family in the course as well. What happened was a miracle of deliverance from rage!

I learned that raging (at my sons) was from incredible feelings of fear for their safety and displaced grief. The Anderson & Anderson model helped me identify this dynamic so that I could gain control of my emotions. I found my "soul" again after the sudden and tragic lost of my husband. It helped me heal wounds that I created from "screaming at my sons." Since I lived in Washington, DC, I bought the CD's and continued to play them for my family. They have helped us restore joy and laughter into our relationship through effective communication and anger management. In fact, I have become a certified Anger Management Consultant (through Anderson and Anderson) and relocated to Cincinnati, OH to provide Anger Management Services at University Central, a private educational consulting firm, to community, churches, colleges, universities, and business. I am so grateful that I found them... In many regards, Anderson and Anderson saved my life and helped me restore my family.

--Dr. Rhoda Zione Alale, PhD, DMC, RN

I am a Professor at the Charles R. Drew School of Medicine and Allied Health. In this position, I am responsible for training students in Substance Abuse Counseling. We have had several members of our faculty certified as Anger Management Facilitators by Mr. George Anderson. Anger Management is now the most sought after class in our program. Mr. Anderson is a master teacher and his material is culturally sensitive and easy to use.
--Matthew Velasquez, Ph.D

These are but a few examples of how the Anderson & Anderson model of anger management has improved the lives of others. This curriculum is utilized to teach real skills in managing anger, not simply to make a quick dollar. Anderson & Anderson and its providers will continue to provide a service that helps individuals take ownership of their anger—in such a way that it produces positive, rather than negative, outcomes in every situation that features anger as a prime issue.

Rasheed Ahmed
Office Manager
Anderson & Anderson
Anger Management Services

Anger and Stress in Casinos

Article source: Used with author's permission.

Casino employees are often vulnerable to a range of physical and emotional problems. Employees who work in casinos are expected to always treat customers with respect, smiles and dignity. Shelly Field, who counts "100 Best Careers in Casinos and Casino Hotels" among the 20 books she has written, said the 24-hour go-go atmosphere found in casinos piles stress on workers. "In the casino business you always have to be “on”, and that adds to stress. “Having to smile and be customer-service oriented on a constant basis becomes stressful in some instances," said Field. The primary goal is to keep customers in the casino happy in spite of their attitude or behavior. Customers may often be intoxicated or angry over gambling losses. Employees are expected to tolerate rude and often insulting behavior. This can lead to stress, depression, hypertension, heart disease and anger. Since anger is a secondary emotion, it is usually preceded by frustration, stress or some other intense emotion.

Unrecognized and/or untreated workplace stress and anger can lead to an increase in sick day usage, accidents, interpersonal conflicts and poor morale. The resulting frustration experienced by the employee can trigger an angry outburst or employee burnout. According to an article published in, stress is extremely problematic among casino workers: seventy-five percent of casino workers identified stress as a significant cause of job dissatisfaction. Fifty percent of surveyed casino workers reported a lot-to-moderate stress. Fifteen percent of medical claims among casino workers are reported to be stress related. Medical providers report that stress is a major contributor to most physical and mental health problems. Substance abuse, excessive eating and gambling are the principle occupational injuries of white collar and customer service workers. Stress indirectly costs employers $150 billion annually. Unfortunately, twenty-five percent of all surveyed managers believe that anger is an acceptable management strategy oblivious to the costs of the company, as well as to employee morale. Stress is expensive emotionally, physically and financially for both employees and their employer.

Enlightened risk management and human resource consultants are aware of the business and legal exposure to organizations that ignore the need to address workplace stress, interpersonal conflicts, anger and person directed aggression. The average cost to an organization to defend itself against litigation charging workplace abuse is $700,000. The introduction of anger management courses, which include techniques for recognizing and managing stress, managing anger, improving communication and increasing empathy, have been shown to effectively address workplace stress and interpersonal conflicts.

Research conducted at the University of South Florida demonstrated that when an anger management program was introduced to students in one class, the entire school benefited. Similarly, a twelve-month study conducted in one unit consisting of 16,000 employees in the U.S. Postal Service resulted in a savings of 1.7 million dollars. There was an increase in morale, increase in workplace performance, and reduction of sick day usage, a reduction in accidents and a dramatic decrease in the number of workplace conflicts.

In addition to offering anger management to employees who exhibit problems managing stress, communicating effectively and demonstrating emotional intelligence, anger management classes can be a cost saving intervention relative to preventing workplace conflict and improving employee morale.

A typical program can be implemented by providing brochures or pamphlets explaining what an anger management class is and is not. Often, employees are reluctant to attend any program that may imply mental or emotional disturbance. Therefore, it is essential that the course be explained in simple language as a class designed to teach skills in managing stress, anger, improving communication and increasing empathy.

In order to address the stress and frustration often found among casino workers, a good anger management program must provide the workers strategies to manage their stress and anger. In addition, the essential components of a good anger management program should include skills to improve communication and increase empathy. This is not a program that helps individuals deal with severe emotional problems; therefore, employees should not experience any stigma associated with attending such a class. These courses are taught in small groups with approximately 20 employees, with separate groups for management and line staff, so that each can feel free to express themselves openly. Management staff often benefit from additional training on how to recognize signs of employee stress or depression in their work units.

Casino workers experience a high degree of workplace stress and anger based on the unique nature of their work environment. Like doctors, firefighters and law enforcement officers, the stressful nature of the work is not likely to change. Instead, it is the employees who must be taught skills to manage their stress in ways that increase, rather than decrease, their job performance and team morale. The introduction of anger management courses are a cost saving intervention for businesses and industries.

George Anderson, MSW, BCD, CAMF
Diplomate, American Association of Anger Management Providers

Wednesday, July 11, 2007

Viral Marketing Takes Anderson & Anderson over the Top

The simplest definition of viral marketing is word of mouth or telling someone else about a product or service via e-mail, fax or phone. Viral marketing is currently one of the most powerful marketing tools on the internet and a blessing for small businesses of all types. Branding is an important aspect of viral marketing.

A summary of successful “viral marketing” by Anderson & Anderson Providers

• Four Key Anderson & Anderson Certified Providers from Colbert Williams (Los Angeles,, Carlos Todd (Charlotte, North Carolina,; Gregory Kyles (Houston, Texas,, Shannon Munford (Gardena, California,, and Sonia Brill (Denver, Colorado, are leading the way in this remarkable effort.

• In order to increase the presence of the Anderson & Anderson anger management model on the internet, George Anderson and his staff began an aggressive internet marketing campaign using a combination of Press Releases, blogs, E-zine articles, radio, television and print media interviews, as well as magazine and internet advertisements.

• Phone calls, e-mails and blog announcements are being made and sent to all current, and previous, certified Anderson & Anderson anger management facilitators, seeking their participation. Each provider received information to place on his or her website, which was designed to accurately define the uniqueness of the Anderson & Anderson model as well as the importance of consistency in describing the Anderson & Anderson anger management curriculum.

• Colbert Williams produced the single and most effective marketing DVD for use by all Anderson & Anderson providers. George Anderson and the providers mentioned above quickly arranged to adapt and use this DVD. Copies of the DVD now appear on all of the websites mentioned above as well as YouTube, MySpace and many other internet outlets. The response to this DVD has been off the charts.

• Gregory Kyles produced two other DVDs designed to market the Anderson & Anderson Executive Coaching model, as well as Organizational Training. These new DVDs are now in the process of modification for use by other providers.

The purpose of this type of “viral marketing” is the dramatic increase of the income of all Anderson & Anderson providers who have websites. Those who actively participated in the campaign saw their internet saturation increase as well as daily hits to their respective websites, in addition to practice income.

Prior to this campaign, the Anderson & Anderson anger management curriculum was already the most widely used anger management model in the world. In spite of this fact, this campaign was a huge success in the every measurable parameter including website hits, link popularity, search engine saturation and key word verification. During the month of June,, the main Anderson & Anderson website, received 526,000 hits. Finally, there was an unprecedented increase in income derived from the sale of Anderson & Anderson client books, DVDs, posters, facilitator certification, classes, executive coaching, and consultation services.

George Anderson, MSW, BCD, CAMF
Diplomate, American Association of Anger Management Providers

15 Steps to Substantial Income in Anger Management

1. Conduct an Internet search to determine the most widely recognized anger management model in the nation.

2. Develop a business plan, including appropriate finances for a least one year.

3. Access Anger Management Facilitator Certification in the model that you have chosen.

4. Purchase the client workbooks, posters, DVDs, CDs and assessment instruments for the model chosen and take time to master all of this material.

5. Rent a part time Conference Room from a local hotel, attorney’s office or other professional on Tuesday and Thursday evenings and all day Saturdays.

6. Secure a business license and DBA in your town or city.

7. Find a professional website developer to design a dedicated anger management/executive coaching website with extensive links to related businesses and organizations. Request links back from these sites.

8. Develop and implement an aggressive marketing plan including ads on as many anger management websites, as well as Google and Yahoo.

9. Join and participate in the American Association of Anger Management Providers.

10. Establish yourself as a local or regional expert in anger management and executive coaching.

11. Join and market your services to all of the businesses in your local Chamber of Commerce.

12. Write ezine articles and blog entries on anger management and executive coaching to as many sites as possible.

13. Put most, if not all of the income from your first year of operation back into your practice development.

14. Place marketing DVDs for the major practice areas on which you will focus on your website as well as YouTube, MySpace and other similar sites.

15. Think BIG!

George Anderson, MSW, BCD, CAMF

Tuesday, July 10, 2007

Anger Management Institute of Texas New Marketing DVDs

Our anger management/executive coaching program is available for clients who would prefer a private setting or are not appropriate for mixed or open groups. Such individuals may include, but are not limited to, high profile individuals, physicians, attorneys, judges, faculty, law enforcement, and high-level management. Please review our new anger management/executive coaching video

When organizations invest in anger management, stress management, effective communication, and emotional intelligence training for their employees, they invest in a more efficient workforce and lower overhead. Organizational training in these areas pays off with reduced absenteeism, workplace conflict, health problems, and sick day usage. Research has also shown that training in these areas improves morale and increases productivity and performance in most major areas of life. Please review our new organizational training video

Anger Management Institute of Texas uses the Anderson & Anderson intervention program developed by George Anderson, which is the most effective and most widely recognized curriculum in the world.

Please call 281-477-9105 or visit our website for additional information about our anger management services.

Gregory A. Kyles, M.A., LPC, CEAP, CAMF
Director, Anger Management Institute of Texas
Diplomate, President of Texas Chapter
American Association of Anger Management Providers

Monday, July 09, 2007

Consumer Alert

As the popularity of the Anderson & Anderson anger management model increases, so does the scams used by unscrupulous providers. It has been brought to our attention that some providers who claim to use the Anderson & Anderson model do not. Others are illegally copying our client workbooks.

All legitimate providers of anger management using the Anderson & Anderson curriculum must provide an assessment at intake using the Conover Assessment Program. This assessment is designed to determine the clients’ level of functioning in managing anger, stress, styles of communication and emotional intelligence. Following the assessment, individual or group sessions must use client workbooks for adolescents or adults. The two Anderson & Anderson workbooks are Controlling Ourselves and Gaining Controlling of Ourselves".

If you are aware, or suspect, that anyone is claiming to be a certified Anderson & Anderson Anger Management Facilitator but does not use our copyrighted material, please contact Rasheed Ahmed at our office at 310-207-3591. We are willing to give a free anger management DVD class to anyone who assists us in maintaining the integrity of our model.

George Anderson

George Anderson, MSW, BCD, CAMF
Diplomate, American Association of Anger Management Providers

Friday, July 06, 2007

Anderson & Anderson’s website hits reach 526,000

The monthly website hits to the main Anderson & Anderson anger management reached 526,000 for the month of June. No other anger management has ever approach this unprecedented number.

The marketing DVD, which is on our Home Page, received 5600 views. Four Hundred-Seventy Two viewers on the You Tube site saw this same DVD.

Stress, tension, the war in Iraq, and the threat of terrorism have increased the need for professional help in managing anger and stress.

George Anderson, MSW, BCD, CAMF

Wednesday, July 04, 2007

National Trends in Anger Management

The emerging field of professional anger management has experienced a dramatic surge in corporate and individuals referrals as well as media attention. While Los Angeles and New York are leading the way, smaller states such as Mississippi and Alabama are recognizing the value of legitimate anger management resources and moving to implement policies in a wide range of agencies and organizations.

A sample of recent trends as reported by Anderson & Anderson Certified Facilitators of Anger Management:

•Three major Universities in Mississippi enrolled Key Members of their Student Judicial Affairs staff in the recent Adult Anger Management Facilitator Certification offered by George Anderson in Choctaw, MS on June 20, 2007. These Universities are Alcorn, Jackson State and Toogaloo.

•The Family Law Court in Huntsville, Alabama has begun referring most problematic divorce cases to Mr. Frank Morales for anger management assessment and intervention rather than the traditional psychological testing used in most Family Law Courts. This process began following a pilot conducted by Mr. Morales at Family Services of Huntsville, Alabama.

•The Family Law Courts in Los Angeles are actually ordering combative parents to complete one year of anger management classes or coaching which is being described as “in the best interest of the children”. When parents fight it is the children who suffer.

•Air Line Pilots have been recently referred to Anderson & Anderson Certified Providers in Los Angeles, Memphis and Charlotte North Carolina. It appears that these participants as well as their Air Lines have recognized the value of Executive Coaching for stressed out Pilots.

•The print media, television, satellite radio, as well as professional journals and internet blogs and ezines have provided both positive and negative information regarding anger management. Certified anger management facilitators have appeared on ESPN, CNN, New York Times, Los Angeles Times, London Times, The Baltimore Sun, Chicago Tribune, San Francisco Chronicle, Toronto Star News, George Will’s syndicated column as well as professional journals in Nursing, Social Work and Psychology. Many of these articles can be found on the website of the American Association of Anger Management Providers at

•Meetings have been scheduled in mid-July with representatives of Major League Baseball teams regarding the implementation of anger management programs in organized sports.

•The Director of Student Counseling at East Alabama University has received certification in the Anderson & Anderson model of anger management and will begin using it for students and faculty.

•The Joint Commission on Hospital Accreditation has ordered all U.S. based Hospitals to establish policies for “disruptive physicians”. In essence, a disruptive physician is one who has problems managing anger, stress, assertive communication and emotional intelligence.

•Anderson & Anderson and its national network of providers have been listed as providers of executive coaching/anger management for disruptive physicians on-site nationwide. For a list of these providers, click here

•Psychiatrists, Psychologists, and Family Practice Physicians are now pursuing certification as anger management facilitators throughout the nation. This suggests the acceptance and recognition of anger management as a needed resource.

For a more expansive view of the latest trends in anger management, please access the Google search engine and type in anger management trends, anger management facilitator certification, anger management classes or executive coaching/anger management.

George Anderson, MSW, BCD, CAMF

Tuesday, July 03, 2007

Professional Partnership Series I: Odd Nurse Out-- Nurse to nurse hostility hurts more than just feelings

By Luke Cowles

Editor’s Note: The article is Part 1 of a three-part series on the professional partnerships that impact the role of nurses. Part 2, focusing on nurse/physician relationships, will appear in the XXX issue.

“You wouldn’t think it would happen to a director, but they ran her out. They sabotaged her and ignored her until she quit. That one only lasted a year. I could see how they distanced themselves from her. She always sat alone.”[1]

That’s how one nurse, along with many others recounted her experience with horizontal hostility in the workplace in the recently published book, Ending Nurse-to-Nurse Hostility: Why Nurses Eat Their Young and Each Other by Kathleen Bartholomew, MN, RN. Horizontal hostility is the term experts are using to describe aggressive behavior between individuals on the same power level such as nurse to nurse or manager to manager, intended to intimidate, sabotage and/or undermine the confidence and self-esteem of another.

These acts of aggression can be overt such as criticism, name-calling, fault-finding and shouting. Covert examples include unfair assignments, ignoring someone and isolation tactics through clique formation. No matter how it’s viewed, every act of horizontal hostility is a calculated act of violence that injures far more than a nurse’s feelings. They divide teams, create unstable staffing issues for hospitals, threaten to erode patient safety and discredit the standing of nurses as healthcare professionals. With so much at stake, why then would those who work in a profession rooted in caring for others be so malicious to each other?

From the Top Down

Whether it be the pressures of the nursing shortage, meeting patient ratios or strained physician relations, everyone agrees there’s plenty of stress factors in nursing. While nurses may be biting to each other because of these reasons, experts believe the real source of horizontal hostility trickles down vertically from the new corporate structure of managed healthcare that changed the very function of nursing nearly 30 years ago.

“Our virtues are killing us. The facts that we adapt incredibly, work so hard and never complain are no longer compatible with the healthcare system,” Bartholomew stressed. “The values have changed. Healthcare now is a business. We’re the only country in the world that uses the word ‘industry’ in conjunction with taking care of people. The implications of that are profit, loss, productivity, business and technology; all the things that at their core, have nothing to do with nursing.”

She’s Not There

Bartholomew believes the subordination of nurses began even before the first HMO committee convened in a boardroom. Nursing itself was founded in a patriarchal society, where women who had no rights seized an opportunity to stand on their own. To make the idea of these professional women acceptable to the larger public, they were labeled “angels” with a “calling” doing “God’s work.” Everyone knows angels don’t express their feelings, least of all … anger.

As their voice slowly eroded, nurses acquiesced into a position of powerlessness and subordination. Being disregarded by health systems and disrespected by physicians rendered their pivotal role in healthcare invisible. In some institutions, nursing is included on the same bill as room charges and a plastic water pitcher.

Bartholomew said its nurses’ residual anger from their own powerlessness that’s at the root cause of horizontal hostility. That invisible, insignificant identity is so engrained in nursing culture, however, that most nurses don’t even recognize it. Worse yet, many act out subconsciously to preserve it because it’s the only identity they’ve known. Even in society at large, invisible nurses can’t seem to get the respect they deserve.

“There are 2.9 million nurses in America,” Bartholomew stated. “How many people can name just one? During the Terry Schiavo case in Florida, where were the expert nurses in the media, making statements about the care they provided her for years? Who wanted to hear from them?”

The Toll

Of all types of aggression nurses experience in the workplace, the majority report the most distressing form to deal with is nurse-to-nurse hostility.[2] In the U.S., turnover rates for peer or supervisor verbal abuse fluctuates between 33 and 37 percent for clinical practicing nurses and 55 to 61 percent for new nurses. Nearly 60 percent of new RNs will leave their first position within 6 months because of some form of horizontal hostility.[3]

In addition to the costs of re-recruitment and overtime coverage, an Australian study first published in 1999 in the Journal of Advanced Nursing showed that of the nurses who didn’t leave because of lateral violence, 34 percent took more than 50 sick days off per year.[4]

The toll of horizontal hostility goes far beyond just financial. Nurses experiencing these attacks may even experience the onset or exacerbation of irritable bowel syndrome, migraines, hypertension, asthma, arthritis and fibromyalgia, among other conditions. Bartholomew even claims that more than 50 percent of the victims of horizontal hostility experience post-traumatic stress disorder up to 5 years after the incident.

Speak Your Truth

When it comes to taking back their power, Bartholomew believes nurses need to reclaim the voice that was taken from them and speak their truth. It’s a nurse’s most powerful tool. In a hostile environment, it wouldn’t seem like confrontation would be the key to better nurse relations. Bartholomew sees it as breaking the code of silence.

“She must speak her truth at all times, particularly to the person she’s experiencing the hostility from,” Bartholomew advised. “It helps to describe what she’s experiencing, explain why it offends her, state what she wants to change and make clear what the consequences are if it doesn’t.

“I know it’s hard to believe, but once a nurse understands the emotional damage she’s doing, the behavior almost always stops. I still work on the floor 2 days a week and I can tell you from firsthand experience that it works,” she continued. “When nurses speak their truth and go to the source of the problem, the backbiting stops. Assertiveness helps nurses be more professional and that’s what we are, professionals.”

EQ, or emotional quotient, has been an emerging concept in anger management in the last decade. George Anderson, MSW, BCD, CAMF, of LA-based Anderson & Anderson offers anger management training for nurses and physicians and says EQ, unlike IQ, is not fixed and can be vastly improved over time.

“EQ is a fairly new and exciting concept. It’s key in eliminating anger in the workplace because it determines the extent to which you are able to empathize or sense the feelings and needs of others as well as your own and respond in a way that leads to a positive outcome,” Anderson advised.

Bartholomew also insists that even though the pain of a verbal assault is real, the anger of the perpetrator is based in something far deeper than even she realizes. Keep a cool head and know that it’s not all about you.

Rebuilding an Image

Bartholomew suggests assertiveness training for all nurses. She warns managers to be aware of cliques, incident reports constantly filled out by the same nurse and absenteeism as symptoms of department hostility. Adopting a zero tolerance policy is essential and verbally standing up for absent co-workers is imperative because a silent witness to horizontal hostility is an accomplice.

She recommends nurses use “RN” when introducing themselves as an important step in rebuilding the professional nursing image. Educate patients on the importance of their role in the plan of care. Not apologizing when calling a physician and expecting doctors you interact with regularly to know your name are all ways the role of nursing can be elevated to its rightful place. These are all ways nurses can empower themselves to begin to feel appreciated instead of angry.

“Nurses need to start demanding the respect they deserve, beginning with other nurses,” Bartholomew stated. “It’s time to stand up and say, ‘No, I’m not coming to work and being treated like this. The work I do is too important.’”

“It doesn’t really matter where anger comes from, whether it’s personal or professional,” Anderson added. “It’s all dealt with in the same way. I was seeing a physician for road rage issues. Once he started dealing with his anger, his bedside manner scores at work went way up. When you deal with your anger constructively, it improves all areas of your life.”

Luke Cowles is regional editor at ADVANCE.

[1] Bartholomew MN, RN, Kathleen (2006). Ending nurse-to-nurse hostility: Why nurses eat their young and each other. Marblehead, MA: HCPro, Inc.
[2] Farrell, G. (1999). Aggression in clinical settings” Nurses’ views—a follow-up study. Journal of Advanced Nursing 29(3), 532-541.
[3] Griffin, M. (2004). Teaching cognitive rehearsal as a shield for lateral violence: An intervention for newly licensed nurses. The Journal of Continuing Education in Nursing 35(6).
[4] Farrell, G. (1999). Aggression in clinical settings” Nurses’ views—a follow-up study. Journal of Advanced Nursing 29(3), 532-541.

Monday, July 02, 2007

Effective Communication at Work

Recent research findings indicate that:

•The average worker spends 50 per cent of his or her time at work communicating with others.
•Success in business is 85 per cent dependent upon effective communication and emotional intelligence skills.
•Twenty-five per cent of all workplace errors are the result of poor communication, or lack of communication skills.

Given a careful review of these findings, it is surprising how little time we invest in developing our day-to-day communications skills. How we communicate is often based on what we have picked up from experience; and, many of the ways in which we communicate have developed into habitual patterns – things that we do automatically, unconsciously and without thinking. Some of these habitual patterns are helpful while many of them are not.

Communication is one of the four topics taught in the Anderson & Anderson model of anger management intervention. The other three topics are anger management, stress management and emotional intelligence. Each of these topics can be offered in on-site trainings for businesses in various industries, as well as in organized sports.

The initial assessment will help you identify the habits that you have developed over time, identifying those that are ineffective and developing the skills to replace them with more effectively assertive communication habits.


As a result of participating in the Anderson & Anderson on-site workshop on effective communication, you will:

•Learn about the communication process
•Understand the ineffective styles of communication
•Be able to listen more effectively
•Develop insights into the personal preferences of others
•Learn how to communicate assertively
•Learn how to adapt your current approach to communicate more effectively
•Find communicating with others less stressful.

To enroll in an Anderson & Anderson course, or to purchase our Home Study Anger Management course, contact our office at 310-207-3591 or visit our website at

George Anderson, MSW, BCD, CAMF
Diplomate, American Association of Anger Management Providers