Before The Call To 911: Workplace Violence Prevention

Continuing Education 2016

Agenda

Defining Workplace Violence

Statistics & Implications

Increasing Safety: The Importance of Policy

Strategic Involvement & Core Components

Tactical Empathy & De-escalation

Warning Signs: A Continuum of Behaviors

Identifying the Issues

Summary

What is Workplace Violence

Workplace violence (WPV) refers to a

spectrum of behaviors that, due to their

nature and severity, significantly affect the

workplace, generate a concern for

personal safety, or result in physical injury

or death.

CATEGORIES OF WORKPLACE VIOLENCE

Rumors Theft

Swearing Physical assaults

Verbal abuse Psychological trauma

Pranks Anger-related incidents

Arguments Sexual assault

Property damage Arson

Vandalism Murder

Sabotage Pushing

WPV Common Forms

Why it Matters

Every year, approximately two million

people throughout the country are victims

of non-fatal violence at the workplace.

According to Department of Justice officials,

violence is a leading cause of fatal injuries at

work with about 1,000 workplace homicides

occurring each year.

WPV generates a poor public image for

organizations that may lead to:

• difficulty in recruiting, keeping and

training staff

• reduced morale

• strained management-employee

relationships; and

• loss of clients or customers

Additional Implications

Timely Response

Increasing Safety

The risk of violence can be prevented or

minimized if employers take appropriate

precautions.

Establish a zero-tolerance policy toward

workplace violence.

This policy should apply to all workers,

clients, visitors, and contractors –

anyone who is in contact with your

company’s personnel.

The Action Plan

Employees should

understand what to look

for, be observant, and

have a means to

communicate potential

problems. It’s also

extremely important that

employees know that

there will be

repercussions if they

violate the policy.

Be Specific and Precise

Implementing a clearly defined violence prevention program reduces incidences of workplace violence.

Did You Know?

A reported 58% of

senior managers

have been threatened

by an employee.

All employees should have emergency telephone

numbers for quick reference during a crisis, and

understand what to do when violence occurs.

Three Primary Considerations

DEFINE what is meant by

workplace violence in precise,

concrete language.

“Workplace violence

is any verbal abuse,

threatening or harassing

behavior, or physical

assault occurring at or

arising from the

worksite.”

Primary Considerations Cont.

PROVIDE clear examples of

unacceptable behavior.

“This includes: verbal and

written threats,

harassment, physical

intimidation, assault, and

unacceptable working

conditions such as working

late or alone without

acceptable safeguards.”

Primary Considerations Cont.

STATE precisely the

consequences of making threats

or committing acts of violence.

“This response may

include, but isn't limited to,

suspension, reassignment

of job duties, termination of

employment, and/or the

pursuit of criminal

prosecution of the person

or persons involved.”

• All violent behaviors are aggressive whereas

not all aggressive behaviors are violent.

Researchers point out that the frequency of

aggressive behavior escalating into a physical

confrontation – in both marital relationships

and workplace contexts – emphasizes that

victims of workplace physical violence are

likely to have experienced nonphysical

aggressive acts prior to the violent incident.

“Predicting Workplace Aggression and Violence” Annual Review of Psychology Vol. 60: 671-692 (January 2009)

Strategic Involvement

Effective Management

The Team Approach

“With violence, as with so many other

concerns, human nature is the problem,

but human nature is also the solution.”

~ Steven Pinker

Core Components

To resolve a conflict successfully requires that

individuals are able to:

• Quickly reduce stress in the moment

• Respond in constructive ways during an

argument or perceived attack

We respond to conflicts

based on our

perceptions of what’s

true.

Perceptions are not

necessarily an objective

review of the facts as our

perceptions are

influenced by our life

experiences, culture,

values, and beliefs.

Clarifying Perceptions

Tactical Empathy

Emotions aren’t the obstacles to a successful negotiation; they are the means.

Listening communicates respect.

Listen for what is felt in addition to the specific details. Demonstrate that you see the nuances of their emotions.

Proactively label their fears.

• “It sounds like you are afraid of…” • “It looks like you’re concerned about…”

Effective De-escalation

• Attempts to “win” the argument are often as

problematic as the problem itself.

• Conflict resolution is the first priority.

Communicate respect for the individual as

well as their viewpoint.

"Intellectuals solve problems; geniuses prevent them."

- Albert Einstein

Effective De-escalation Cont.

• Maintain control of your own emotions.

• Avoid power struggles and intimidation tactics.

• Avoid raising your voice, swearing, making threats, and issuing ultimatums or demands.

• Aggressive language includes body language.

What physical cues am I responding to and what’s my body language communicating?

• Avoid rigidity of process. The immediate outcome is more important.

“What is the goal here and now?”

Watch for signs

A Continuum of Behaviors

Milder Behaviors

Milder behaviors include any disruptive, hostile,

aggressive, or emotionally abusive behaviors.

Mid-range Behavior

Individuals in

the mid-range

category show

direct,

conditional or

veiled threats,

stalking and

aggressive

harassment.

Violent Behavior

Violent behavior

involves overt

violence causing

physical injury and

in the extreme,

death.

Identify the Issues

Summary

• A well-written workplace violence prevention

program, combined with engineering controls,

administrative controls and training can reduce

the incidence of workplace violence.

• The more a company manages the milder forms

of workplace violence, the more successful that

company will be at reducing violent behaviors.

• Educating, engaging and empowering everyone

to observe and act is essential to the safety of

both employee and employer.

"Peace is not the absence of

conflict but the presence of

creative alternatives for

responding to conflict…”

- Dorothy Thompson

Questions?