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Avaya

Avaya. Violence in the Work Place Awareness Training Presented By Avaya Global Security Health, Environment, and Safety & Benefits Administration Magellan Health Services Health. Objectives. Identify forms of workplace violence Assess potentially disruptive behaviors

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Avaya

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  1. Avaya Violence in the Work Place Awareness Training Presented By Avaya Global Security Health, Environment, and Safety & Benefits Administration Magellan Health Services Health

  2. Objectives • Identify forms of workplace violence • Assess potentially disruptive behaviors • Prevent violence with planning & awareness • Intervene successfully when you need to

  3. What is Violence? • Any unjust or unwarranted perceived exertion of force or power. • Any verbal, physical, psychological threat or assault. • Any kind of harassment

  4. Zero Tolerance of Violence Each and every act or threat will elicit an immediate and firm response.

  5. Employee Assistance Program Avaya Counseling Connection • 1-877-804-9753 • Short term counseling • Early intervention • Assessment • Supervisor consultation, guidance & planning • Training programs

  6. Spectrum of Escalating Violence Shooting Shoving Smashing Shouting Intimidation or Antagonizing Gestures Patterned Negative & Derogatory Comments

  7. Denial • Unable to see what’s right in front of us • Pretending to not see • Minimizing and rationalizing

  8. Customer Stranger Coworker Boss Former Employee Family Member Other Perpetrator

  9. Domestic Violence • Violent relationship • Decision to leave relationship • Order of protection • Custody disputes, court hearings/decisions

  10. Motive • Irrational behavior • Service Dissatisfaction • Personal conflict • Anger over discipline • Criminal activity • Personal problems • Reaction to firing or layoff • Prejudice • Reaction to a family event

  11. Workplace Threats • Written • Spoken • Electronic • Non-Verbal • Direct • Conditional • Veiled

  12. The Risk of Violence Increases • Time • Opportunity • Ability • Desire • Stimulus

  13. Violence Triggers • Work • Personal Life • Thoughts • Medical Issue • Loss of Alternatives Poor Impulse Control

  14. History of Violence Poor Impulse Control Unsuccessful Personal History Injustice History Rigidity Obsession Substance Abuse Fascination with Weapons Personality Disorders Mental Illness Preoccupation with Violence Life Altering Changes Possible Warning Signs

  15. Rapid speech Slowed speech Use of profanity Incomplete sentences Repeating self Verbal threats Inappropriate tone of voice Not making sense Language Patterns

  16. Vacillating between cooperative and antagonistic Gestures Attempting to enter into interviewer’s space Not wanting anyone to enter into his/her space Behavioral Patterns

  17. Fixated thinking Circular thought patterns Excessive thoughts: can’t concentrate on here and now Hopeless Blaming self Blaming you or others for the problems Thought Patterns

  18. Prevention Keys • Be alert and get assistance • Commitment from Management • Training • Zero-Tolerance of: • Intimidation • Coercion • Threats • Violence • Property Damage • Refer to EAP • Reporting Procedures • Investigation Procedures • Penalties

  19. Avaya Policy Avaya is committed to providing a safe and secure work environment for employees and others conducting business on its premises.

  20. Avaya Policy • Threatening or violent behavior or even the suggestions of such behavior toward others, including customers, co-workers or suppliers • Possession of firearms, explosives, or other weapons anywhere on company property or while conducting company business • Willful destruction of company property or property of others Avaya prohibits:

  21. Safe Workplace • Respect and dignity • Support during personal, family problems • Openly communicate • Tolerate different opinions • Visible ID badges

  22. Secure Workplace (continued) • Escort visitors • Respond to each display of aggression • Follow procedures for reporting any potentially violent situation • Be alert

  23. Immediate Danger • Do not attempt to control violent person • Leave the area • Call 911 or your local emergency number • Notify coworkers as possible

  24. No Immediate Danger • Notify relevant management and/or security • Keep away from threatening person • Become aware of escape routes • Use protective measures

  25. Going Forward • Document and report all incidents to Corporate Security at: 1-877-993-8442 • Consult with EAP : 1-877-804-9753 As soon as practically possible:

  26. Going Forward (continued) • Stay alert to warning signals • Most importantly, Make a Difference

  27. Workplace Support Team • Management Consultation for Avaya coaches • Available 24 hours per day, 7 days a week • Consultation provided by licensed clinicians with an average of 10 plus years experience consulting with human resource managers and supervisors

  28. Workplace Support Team • EAP Workplace Support Consultation will: • Help you define problem behaviors • Discuss how to constructively confront the employee(s) • Help you develop an action plan to follow with employee(s) • Determine if EAP assessment is appropriate

  29. Workplace Support Team (continued) • Follow-up with coach to help monitor improvement in the employee’s job performance • Remain available to discuss any further problems

  30. Resources • Corporate Security at: 1-877-993-8442 • Consult with EAP : 1-877-804-9753

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