A tailored anger management program for reducing citizen complaints against traffic agents

Anger management programs have been used to address a range of clinical problems, but empirical tests of their effectiveness in the workplace have been limited. This study presents the results of a cognitive-behavioral anger management program employed with New York City traffic enforcement agents. Traffic agents issue summonses for vehicular and parking violations and have frequent conflicts with members of the public who are angry about receiving these summonses. Conflicts with the public are a significant source of job stress for agents and may increase their risk for physical injury. When members of the public are dissatisfied with the agents' actions, they can file a complaint with the agents' employer, the New York City Police Department. Complaints can reference the agent's interpersonal behavior or an administrative problem. The multi-component group intervention was provided to 114 agents, with a group of 184 agents served as the untreated comparison group. There was a significant Group (Treatment versus Control) by Time (Pre-test versus Post-test) interaction for the total rates of civilian complaints against agents (p<.03) and, more specifically, for the rates of civilian complaints related to the agents' interpersonal behavior (p<.01). Rates of civilian complaints against agents who participated in the treatment program decreased significantly over the testing period, whereas rates of complaints for agents in the control group did not change. The results suggest that this manualized program can produce changes in behavior relevant for the individual as well as the agency. Authors' Note: The authors wish to thank the many individuals at the New York City Police Department and the New York City Department of Transportation who provided support for this project. The project was funded through a grant from the New York State Department of Labor to the Communications Workers of America. We would also like to acknowledge the statistical advice of Joseph Schwartz, Ph.D., of SUNY Stonybrook.