WORKPLACE VIOLENCE. Definition Workplace violence is any physical assault, threatening behavior, or...

WORKPLACE WORKPLACE VIOLENCEVIOLENCE

DefinitionDefinition

Workplace violence is any physical Workplace violence is any physical assault, threatening behavior, or assault, threatening behavior, or verbal abuse occurring in the work verbal abuse occurring in the work settingsetting

A workplace may be any location A workplace may be any location either permanent or temporary either permanent or temporary where an employee performs any where an employee performs any work-related dutywork-related duty

DefinitionDefinition

This includes, but is not limited This includes, but is not limited to, the buildings and the to, the buildings and the surrounding perimeters, surrounding perimeters, including the parking lots, field including the parking lots, field locations, clients’ homes and locations, clients’ homes and traveling to and from work traveling to and from work assignmentsassignments

How Big Is The Problem?How Big Is The Problem? NationallyNationally

– 1 million individuals are the victim of a 1 million individuals are the victim of a violent workplace crime each year violent workplace crime each year (BJS)(BJS)

– This represents 15% of all violent This represents 15% of all violent crimes committed annually in Americacrimes committed annually in America (BJS)(BJS)

– The 1998 National Crime Victimization The 1998 National Crime Victimization Survey estimates some 2 million Survey estimates some 2 million American workers are victims of American workers are victims of workplace violence each year. workplace violence each year.

Classifications of Workplace Classifications of Workplace ViolenceViolence

Type I – Criminal IntentType I – Criminal Intent– Perpetrator has no legitimate Perpetrator has no legitimate

relationship to the organization or its relationship to the organization or its employeesemployees

– A crime is usually being committed in A crime is usually being committed in conjunction with the violenceconjunction with the violence Robbery, shoplifting, criminal trespassingRobbery, shoplifting, criminal trespassing

Classifications of Workplace Classifications of Workplace Violence (con’t)Violence (con’t)

Type II – Customer/ClientType II – Customer/Client– The perpetrator has a legitimate The perpetrator has a legitimate

relationship with the organization – The relationship with the organization – The recipient or object of services provided recipient or object of services provided by the affected workplace or victimby the affected workplace or victim

– This category includes customers, This category includes customers, clients, patients, students, inmates, etc.clients, patients, students, inmates, etc.


Type III – Worker-on-WorkerType III – Worker-on-Worker– The perpetrator is an employee or past The perpetrator is an employee or past

employee of the organization who employee of the organization who attacks or threatens fellow past or attacks or threatens fellow past or present employeespresent employees

– May be seeking revenge for what is May be seeking revenge for what is perceived as unfair treatmentperceived as unfair treatment

– Includes employees, supervisors and Includes employees, supervisors and managersmanagers


Type IV – Personal RelationshipType IV – Personal Relationship– The perpetrator usually does not have a The perpetrator usually does not have a

legitimate relationship with the organization, legitimate relationship with the organization, but has or has had a personal relationship with but has or has had a personal relationship with the intended victimthe intended victim

– May involve a current or former spouse, lover, May involve a current or former spouse, lover, relative, friend, or acquaintancerelative, friend, or acquaintance

– Domestic violence carried out at the workplaceDomestic violence carried out at the workplace– The perpetrator is motivated by perceived The perpetrator is motivated by perceived

difficulties in the relationship or by psychosocial difficulties in the relationship or by psychosocial factors that are specific to the perpetratorfactors that are specific to the perpetrator

Indicators of Potential Indicators of Potential Workplace Violence Workplace Violence

Intimidating, harassing, bullying, Intimidating, harassing, bullying, belligerent or other inappropriate belligerent or other inappropriate and aggressive behaviorand aggressive behavior

Numerous conflicts with customers, Numerous conflicts with customers, co-workers or supervisorsco-workers or supervisors

Bringing a weapon to the workplace Bringing a weapon to the workplace (unless job related)(unless job related)

Making inappropriate references to Making inappropriate references to gunsguns

Indicators of Potential Indicators of Potential Workplace Violence (con’t)Workplace Violence (con’t)

Making threats or idle threats about Making threats or idle threats about using a weapon to harm someoneusing a weapon to harm someone

Making statements showing a Making statements showing a fascination with incidents of fascination with incidents of workplace violenceworkplace violence

Making statements indicating Making statements indicating approval of the use of violence to approval of the use of violence to resolve a problemresolve a problem

Indicators of Potential Indicators of Potential Workplace Violence (con’t)Workplace Violence (con’t)

Making statements indicating the Making statements indicating the identification with perpetrators of identification with perpetrators of workplace homicidesworkplace homicides

Statements indicating desperation Statements indicating desperation over family, financial or other types over family, financial or other types of personal problemsof personal problems

Statements about contemplating Statements about contemplating suicidesuicide

Behavior Warning Signs of Behavior Warning Signs of Potential ViolencePotential Violence

Male (80% or better)Male (80% or better) White (75% or better)White (75% or better) Working age (90% or better)Working age (90% or better) Will display one or more of the Will display one or more of the

following behaviors (90% or better)following behaviors (90% or better)– A history of violenceA history of violence– Evidence of psychosisEvidence of psychosis


– Evidence of drug and/or alcohol Evidence of drug and/or alcohol dependencedependence

– Evidence of depression and withdrawalEvidence of depression and withdrawal– A pattern of pathological blamingA pattern of pathological blaming– Evidence of impaired neurological Evidence of impaired neurological

functioningfunctioning– An elevated frustration levelAn elevated frustration level– An interest/fascination in weaponsAn interest/fascination in weapons– Evidence of a personality disorderEvidence of a personality disorder


– Unexplained increase in absenteeismUnexplained increase in absenteeism– Noticeable decrease in attention to Noticeable decrease in attention to

appearance and personal hygieneappearance and personal hygiene– Has a plan to “solve all problems”Has a plan to “solve all problems”– Resistance and over reaction to Resistance and over reaction to

changes in policies or procedureschanges in policies or procedures– repeated violations of the repeated violations of the

organization’s policies organization’s policies

Preventing Workplace Preventing Workplace ViolenceViolence

Three general approaches to Three general approaches to preventionprevention– EnvironmentalEnvironmental– Administrative/OrganizationalAdministrative/Organizational– Behavioral/InterpersonalBehavioral/Interpersonal

Source: Source: University of Iowa, Injury Prevention Research Center, February 2001University of Iowa, Injury Prevention Research Center, February 2001

Preventing Workplace Violence Preventing Workplace Violence (con’t)(con’t)

EnvironmentalEnvironmental– Adequate inside and outside lightingAdequate inside and outside lighting– Secure entrances and exitsSecure entrances and exits– Security hardwareSecurity hardware

TurnstilesTurnstiles Key cardsKey cards Smart cardsSmart cards Biometric systemsBiometric systems

– Physical barriersPhysical barriers


Administrative/OrganizationalAdministrative/Organizational– ProgramsPrograms

Workplace Violence PlanWorkplace Violence Plan Threat Assessment TeamThreat Assessment Team EAP EAP

– PoliciesPolicies HarassmentHarassment Workplace violenceWorkplace violence SOPsSOPs


Behavioral/InterpersonalBehavioral/Interpersonal– Changing employee attitudes toward Changing employee attitudes toward

security – It won’t happen to mesecurity – It won’t happen to me– Staff training – Train staff to anticipate, Staff training – Train staff to anticipate,

recognize and respond to conflict and recognize and respond to conflict and potential violence in the workplacepotential violence in the workplace Personal security techniquesPersonal security techniques Non-violent crisis intervention techniquesNon-violent crisis intervention techniques De-escalation techniquesDe-escalation techniques Communication techniquesCommunication techniques How to report violent, inappropriate, How to report violent, inappropriate,

disruptive or threatening behaviordisruptive or threatening behavior

Special Issues for Field Special Issues for Field ForcesForces

Need to develop specific safety Need to develop specific safety guidelines to employee’s specific guidelines to employee’s specific situation and the problems they are situation and the problems they are likely to encounterlikely to encounter

Preparation of daily work Preparation of daily work plans/itinerary (e.g. flight plan)plans/itinerary (e.g. flight plan)

Maintaining periodic contact Maintaining periodic contact throughout their tour of dutythroughout their tour of duty

Special Issues for Field Forces Special Issues for Field Forces (con’t)(con’t)

Use of a buddy systemUse of a buddy system Need to recognize potentially Need to recognize potentially

dangerous situations ahead of time, dangerous situations ahead of time, so back-up can be secured/started so back-up can be secured/started or a strategy implemented so the or a strategy implemented so the employee does not go in aloneemployee does not go in alone

Source: U.S. Department of Agriculture, 1998Source: U.S. Department of Agriculture, 1998

HOW TO BE HOW TO BE PREPAREDPREPARED

How To Be PreparedHow To Be Prepared

Know the warning signs Know the warning signs that a potential threat that a potential threat existsexists

Know where the office Know where the office and building exits areand building exits are

Develop code words Develop code words with co-workers to with co-workers to indicate an emergency indicate an emergency or crisis situationor crisis situation

FIRST ACTIONS FIRST ACTIONS TO TAKETO TAKE

When Faced With A When Faced With A Potentially Violent SituationPotentially Violent Situation

Stay calm – assess the situationStay calm – assess the situation Determine the safest locationDetermine the safest location Call 911Call 911 Be prepared to give accurate Be prepared to give accurate

information and follow their information and follow their instructionsinstructions

Don’t play heroDon’t play hero

STRATEGIES TO STRATEGIES TO DEFUSE DEFUSE

CONFRONTATIONAL CONFRONTATIONAL SITUATIONSSITUATIONS

Strategies To Defuse Strategies To Defuse Confrontational SituationsConfrontational Situations

Try Not To Exhibit Anger, Fear, Or Try Not To Exhibit Anger, Fear, Or Anxiety Anxiety

Project calmness: move and speak Project calmness: move and speak slowly, quietly and confidentlyslowly, quietly and confidently

Let the person vent. Let the person vent. Be truthful. Maintaining credibility is Be truthful. Maintaining credibility is

very important!very important!


Listen Carefully, Allowing A Total Airing Of Listen Carefully, Allowing A Total Airing Of The Grievances Without Comment Or The Grievances Without Comment Or Judgment –Judgment –

Maintain eye contact, indicating your full Maintain eye contact, indicating your full attention and indicating respect.attention and indicating respect.

Maintain a relaxed yet attentive posture Maintain a relaxed yet attentive posture and position yourself at a right angle rather and position yourself at a right angle rather than directly in front of the other personthan directly in front of the other person

If you talk at all, ask questions that call for If you talk at all, ask questions that call for long, narrative answers that can assist in long, narrative answers that can assist in defusing the situation.defusing the situation.


Acknowledge the person’s feelings. Acknowledge the person’s feelings. Indicate that you can see he/she is upsetIndicate that you can see he/she is upset

Allow Them To Suggest A Solution –Allow Them To Suggest A Solution –

People will more readily agree to People will more readily agree to resolutions they help formulate.resolutions they help formulate.


Finally, Attempt To Forge A Win-Finally, Attempt To Forge A Win-Win Resolution – Win Resolution –

Saving face will be paramount to the Saving face will be paramount to the individual.individual.

Many times, people just want to be Many times, people just want to be heard.heard.

Look for an opportunity to negotiate Look for an opportunity to negotiate bringing in outside assistancebringing in outside assistance

Personal Conduct to Minimize Personal Conduct to Minimize Potential ViolencePotential Violence

DO NOT:DO NOT: Reject all of the person’s demands from Reject all of the person’s demands from

the startthe start Pose in a challenging stances such:Pose in a challenging stances such:

– Standing directly opposite someoneStanding directly opposite someone– Hands on hips or with crossed armsHands on hips or with crossed arms

Avoid any physical contactAvoid any physical contact Make any sudden movementsMake any sudden movements Challenge, threaten or dare the Challenge, threaten or dare the

individualindividual

Potential Risk FactorsPotential Risk Factors

Working in isolation Working after regular work hours Lack of controlled access to

worksite Dealing with customers with past

violent behavior Potential weapons (such as

scissors) easily visible and accessible

Lack of alternate escape route

Potential Prevention Potential Prevention MeasuresMeasures

Training (including de-escalation techniques appropriate to your industry)

Control access to worksite (e.g., posted restricted access, locked doors)

Examine and address employee isolation factors

Quick communication method to alert security

Potential Prevention Potential Prevention MeasuresMeasures

Eliminate easy access to potential weapons

Client referral/assistance programs

Set up worksite so employees are not trapped from exiting

Provide security personnel Post laws against assault,

stalking or other violent acts

Case StudyCase Study

The office staff consists of 3 employees, 2 The office staff consists of 3 employees, 2 of who spend much of their workday out of who spend much of their workday out of the office. On 2 occasions, clients who of the office. On 2 occasions, clients who came into the office lost their tempers came into the office lost their tempers because they received answers they did because they received answers they did not like. Several times employees who not like. Several times employees who conduct business outside the office were conduct business outside the office were targets of threats and aggressive targets of threats and aggressive behavior.behavior.

What would you suggest?What would you suggest?

Case Study- Possible Case Study- Possible SuggestionsSuggestions

Install a panic button in the office that Install a panic button in the office that is connected to a security service.is connected to a security service.

Install a video camera(with audio) in Install a video camera(with audio) in the public areas to record any incident the public areas to record any incident that occurs in the office.that occurs in the office.

Reconfigure office furniture, especially Reconfigure office furniture, especially in public areas, to maximize security.in public areas, to maximize security.

Case Study- Possible Case Study- Possible SuggestionsSuggestions

Provide personal safety training to Provide personal safety training to all employees.all employees.

Provide employees with copies of Provide employees with copies of the laws regarding harassment, the laws regarding harassment, battery and stalkingbattery and stalking

Establish a system for employees Establish a system for employees in the field to check in periodically in the field to check in periodically throughout the daythroughout the day– I’m entering the Jones residence, and I’m entering the Jones residence, and

I’ll call back in 30 minutesI’ll call back in 30 minutes

SummarySummary

There is no guaranteed prevention There is no guaranteed prevention program for workplace violence. program for workplace violence. Human nature is too unpredictable, Human nature is too unpredictable, so…so…

We all need to recognize the danger We all need to recognize the danger signals and act upon them before signals and act upon them before an individual’s frustration is an individual’s frustration is manifested as a behavioral manifested as a behavioral reaction.reaction.

WORKPLACE VIOLENCE. Definition Workplace violence is any physical assault, threatening behavior, or...

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