TROLL = Threats and violence as a working environment issue

1. TROLL = Threats and violenceas a working environment issue

2. Mayor Municipalexecutive WorkEnvironment Committee Administration chief Senior safety representative Senior Union representative Department ofworkingenvironment Head manager Manager Team leader 3 party cooperation safety representatives Union employee

3. The purpose of the Act a) to secure a working environment that provides a basis for a healthy and meaningful working situation, that affords full safety from harmful physical and mental influences and that has a standard of welfare at all times consistent with the level of technological and social development of society,

4. The purpose of the Act b) to ensure sound conditions of employment and equality of treatment at work, c) to facilitate adaptations of the individual employee’s working situation in relation to his or her capabilities and circumstances of life,

5. The purpose of the Act d) to provide a basis whereby the employer and the employees of undertakings may themselves safeguard and develop their working environment in cooperation with the employers’ and employees’ organisations and with the requisite guidance and supervision of the public authorities, e) to foster inclusive working conditions.

6. Dutiesofsafety representatives (1) The safety representative shall safeguard the interests of employees in matters relating to the working environment. The safety representative shall ensure that the undertaking is arranged and maintained, and that the work is performed in such a manner that the safety, health and welfare of the employees are safeguarded in accordance with the provisions of this Act.

7. Safety representativ vs. trade union

8. History • Mainly the care units saw the problem • In Fredrikstad municipality they are filling out deviation forms • We have around 15 000 deviations a year • Underreporting • Most of them from the care units but also schools and social services • 3 party cooperation at every individual workplace

9. Deviation form

10. History • The Care units required courses in acting out/aggressive behavior. • a group was put together to create a series of courses • To make a plan what one should do with the challenge • Important for us to distinguish between professional handling and physical handling

11. Objectives of the course • move decisions from individual to system level • It should not be up to the individual employee to decide when a situation becomes too uncomfortable/dangerous • Employees must be able to physically free themselves in an attack situation. • Know how to prevent battles

12. Setting boundaries • Individuallevel • System level

13. Objektives of the course • how can my body language have a dampening effect • An example here is that love and affection is often expressed with the same body language as aggressive behavior. • Know how to take care of each other after an incident

14. Aftercare of the employees • How to take care of employees who has been exposed to aggressive behavior? • We created a procedure for managers. • We created guidelines for debriefing conversations

15. Systematics • 3 days courses for educating experts/supervisor at their own individual workplace. • that teaching their own individual workplace practical and theoretical. • adjusted to the challenges that the individual workplace has

16. The course • 3 days • ½ daytheory • 1 ½ daypracticaltraining • Last day with the leader • Goingthroughtheprocedures. • manager and expert/supervisor create lessons for their own individual workplace

17. question 3 parties cooperate must ask them selves • What kind of challenges do we have in our workplace? • What kind of skills do we need to deal with those?

18. Procedures • The proceduresareadopted in ”AMU” (cooperation agency for politicians, management, union- and safety representatives) • Training in the handling of TROLL • What to do in a threatening situation. • How to follow up employees who have been exposed to aggressive behavior. • Necessary steps after a traumatic incident

19. Attachments to theprocedures • Informationmeeting • Debriefing • Defusing • Written information to employees and their families about normal reactions. • Report to the Police • Guidelines for debriefing conversations

20. 4 phases Deescalate Preventing Aftercare Damageaverting

21. Positioning • Proximity/distance: body language of caring and love is almost the same as the attack / anger / intimidation. Positioning as proximity, eye contact, frontal, touch, etc. • Fast / slow movements: fast and large movements can signal aggressive intentions 