Workplace Violence Prevention

1. Workplace Violence Prevention Module 1 – categories and risk factors February, 2010

2. Module one will cover the following:

3. Building or work area, including offices, reception areas, hallways. • A remote site when workers are engaged in official business. • A vehicle, private or employer-owned, when used for business purpose. Definition of a workplace

4. Three main types of violence: • Verbal Abuse/Threats • Threatening Behavior • Physical Assault • Any of these behaviors alone or together constitute an incident. • If you have had one or more incidents, you have potential to need a program. Workplace Violence Definition

5. QUESTION: Are abuse and threats different? • ANSWER: Abuse may be intended to hurt the feelings or humiliate someone, while threats may create fear and cause concern for their safety. • In verbal abuse, the assailant may use profanity, and make statements which are furious, intense, distorted, meant to cause injury, and create a hostile environment. Other examples are obscene phone calls or harassment of any nature. • The use of profanity doesn’t necessarily constitute a threat, however, combined with other actions and behaviors it may escalate to threatening behavior. Verbal Abuse versus Threats

6. Verbal abuse alone does not mean there is need for a formal program. When someone makes actual threats; this is termed “threatening behavior” and if a pattern persists, then a formal program may be needed. Most employers can get by with a human resource policy that addresses “bad behavior” and includes a “no violence tolerance”. This policy would address employee-on-employee violence, and gives examples of behavior that is not tolerated. This HR policy could be enough to satisfy risks that are most in most workplaces. As an employer, it is always better to be proactive when addressing emerging hazards, rather than taking action “after” an incident occurs. Verbal Abuse versus Threats

7. Violence by Strangers • Violence by Customers or Clients • Violence by Co-workers • Violence by Personal Relations Four Categories of Violence

8. Definition: The assailant may enter a business appearing to be a customer, but their real motive may be to commit a crime. • Fact: In Washington, violence by strangers accounts for most of the fatalities related to workplace violence. Violence by Strangers

9. Face-to-face contact with public • Exchange money with public • Guard valuable property • Work late night/early morning • Work alone or in small numbers • High crime areas or community settings

11. Prevention: Violence by Strangers Maximum $50 in register • Signs stating cash register has minimal cash • Clear view of cash register from street • Drop safe or limited access safe • Silent alarms • Adequate outside lighting • Control access to worksite • Install security cameras • Provide security personnel • Devise method to alert police/security • Address employee isolation factors • Train workers in prevention

12. Violence by Customers or Clients • Definition: Assailant receives services from or is under custodial supervision of the workplace or victim • Fact: These type of violent acts account for most non-fatal injuries • Assailants can be current or former customers or clients such as passengers, patients, students, inmates, criminal suspects or prisoners. • The workers attacked typically provide direct services to the public. • In some workplaces, violence by customers or clients occurs on a daily basis, especially verbal threats. Examples: correctional facilities, psychiatric hospitals, schools, airlines

13. Risk Factors - Customer and Client Violence

14. High Risk Occupations: Customer/Client Violence • Bus/rail drivers • Social service providers • Health care workers • Teachers • Sales personnel • Law enforcement employees

15. Prevention: Customer and Client Violence

16. Violence by Co-workers

17. Risk Factors: Co-worker violence Generally an employer is not required to have a program. However, if incidents occur involving acts of aggression, threatening behavior, assaults, etc., then you need to evaluate the risks and protect employees from any potential hazards. • Staff cuts – Excessive overtime • Stressful workplace environment • Stress outside of the workplace • Labor-Management disputes • Grievances • Personality differences • Substance abuse • Lack of protocols for discipline • History of violent behavior • Lack of training

18. Prevention: Co-worker Violence • Develop management policies for disciplinary actions, lay-off’s, etc. • Prohibit weapons at work • Enforce a no-tolerance policy for workplace violence • Provide security personnel • Encourage employee assistance and counseling A zero tolerance needs to be set for unacceptable behavior. Behavior can and does escalate. Don’t assume someone knows what they are saying and doing is wrong. They need to be confronted and then must be held responsible to improve behavior. Avoid excusing them as “just having bad day.”

19. Violence: Personal Relations

20. Risk Factors: Personal Relations • Individual with history of violent or threatening behavior • Domestic violence offender • Lack of providing controlled access to worksite • No policy regarding restraining orders or protection of employees dealing with potentially threatening domestic issues

21. High Risk Workplaces: Personal Relations • Any workplace can be at risk • Assailant has tendency to be agitated by perceived difficulties in the relationship or by mental health factors that influence his/her relationships

22. Prevention of personal relations violence • Control worksite access • Encourage employees to report harassment, stalking, domestic violence, restraining orders • Enforce policies on prevention and how to handle violent confrontations • Relocate employee to safe worksite • Notify other staff as needed • Prohibit weapons

23. Domestic Restraining Orders Your policy should encourage employees to report the existence of a restraining order, if the order includes prohibition of contact at the work site, which most will, so you can do a better job of insuring a safe worksite. If someone tells you they have a restraining order, be sure and ask for a copy. You will need to call the local police if the respondent shows up at the worksite. You can ask for information on restraining orders from the local prosecutor’s office. Each jurisdiction can have slightly different rules about how they handle the orders. Keep your opinions out of the process. If you notice disruptive behavior occurring in the workplace that appears to effect the work of the employee and/or other employees, you can confront the situation and acknowledge that work is being disrupted. Offer to help. Most people are reluctant to discuss personal issues, but if given the opportunity in a safe setting, they may confide in a trustworthy source. Restraining Orders

24. See more on workplace violence in module 2 Note: All photos and graphics courtesy of Microsoft Clipart