What do you think — is it OK to “go off” at work in response to negative comments or insults from clients, colleagues or managers?

JetBlue flight attendant Steven Slater has received lots of media attention and thousands of “likes” on Facebook following his dramatic plane exit via an emergency exit chute last week at JFK airport. His escape allegedly was preceded by an expletive-laden tirade on the plane’s PA system. As a result, Steven is being labeled a “working-class hero” by some.

As a certified stress management coach, I’ll admit that I’m a bit concerned by this incident and the reactions of those who would support the outburst. I don’t mean to suggest that it’s appropriate for customers to attack or abuse anyone that serves them — be it on a plane, in a restaurant, on a bus or train, in a store, on the phone — anywhere.

Yet, I do believe each of us has a choice as to how we respond in stressful situations (even if it’s in a split-second).

You know that stress is a part of life. It can come from positive and negative events. Logically, stress from negative events is usually more severe in intensity and can lead to more adverse responses. These include our physical responses (such as tension, aches, pains or breathing problems) and our emotional responses (such as poor concentration, anxiety, verbal outbursts, or sleep disturbances).

In today’s New Normal, workplace stress and job dissatisfaction are on the rise. According to the Conference Board, employee satisfaction is at the lowest point in two decades. Does this give us a “free pass” to act out in the office?

Often, when we experience stress, we don’t take the important step of identifying what is the source of our stress — or our stress triggers. Over time, the more aware you are of what things may trigger a counterproductive response, the easier it will be to manage your anxiety and improve your wellbeing.

The Stress Skills Ladder is a tool I share with clients that can help you review stressful situations and explore your triggers. Generally, the higher you stay on the “ladder,” the better you’ll be able to deal with your stress. Over time, you’ll increase your chances of having more positive outcomes.

From the “bottom up” on the ladder, responses to stress often fall into four areas:

Choosing counterproductive or avoidance responses (e.g., ignoring the problem, engaging in tension-relieving behaviors) may reduce your stress in the short-run, but can create new problems (and new stress) in the long-run.

Managing your physical and emotional responses (e.g., deep breathing, meditating, walking) can help you to cope with the symptoms and ease your anxiety in the moment

Changing the way you view the situation (e.g., determining if it’s a true priority, or if there is a true negative impact) can help you brainstorm solutions and feel more confident about your own abilities

Taking direct action to get rid of the problem (e.g., communicating your needs, or negotiating a solution with the people involved) can have a significant impact on your wellbeing, the people involved, and the work environment

Which step on the “ladder” seems to work best for you? Have you experienced or witnessed similar stress-related outbursts in your workplace? As always, post your comments and questions here or you can tweet me your thoughts at @Coach_Colette.