Workplace Violence (Prevention & Management)
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Transcript of Workplace Violence (Prevention & Management)
WORKPLACE VIOLENCE(PREVENTION & MANAGEMENT)
Romeo D. CamuAET/515, 25 Sept 13, Professor Todd
Overview
• 2 million + of acts of violence occur• Best line of defense are:Acknowledgment of warning signsIdentification of warning signs• Differentiate the following:Predisposing factorsPrecipitating factors
Predisposing Factors
• Alcohol/drug abuse• Assaultive behavior history• Coexisting illness/pain• Dementia • Depression• Lack of support system• Mental instability• Pain, fear, embarrassment• Personality style• Restlessness/agitation• Schizophrenia• Stress (PTSD, other)
More Predisposing Factors
• Organizational/Environmental Factors• Personality Style/Historical Factors• DSM IV and Other Diagnoses• Socioeconomic Factors
Precipitating Factors
• Environmental stimuli• Financial stress• Lack of respect• Long waiting times• Institutional restrictions• Invasion of personal space• Lack of privacy• Being referred to as a number
More Precipitating Factors
Institutional Factors: Interpersonal Factors:• Confusing environment Loss of control• Inadequate lighting Loss of identity• Noise and overcrowding Loss of privacy• Traffic and parking Loss of dignity• Inflexible processes Loss of independence• Long waits Loss of choices• Availability of a weapon Fear of pain• Climate of clinical unit Response to illness/
medication
Awareness is crucial• develop acute awareness of warning
signs and situations• Your own emotional reactions to
insults or threats will influence your ability to intervene effectively.
De-escalation• Remained calm• Addressed the person by name• Analyzed the person’s motivation• Maintained eye contact• Acknowledged the person’s feelings• Argued with the person
Reacting to your own anger
• your emotional reactions may increase your own volatility
• feel disgusted and outraged at demeaning comments
• may be tempted to retaliate or avoid the patient
• in struggling to conceal your own anger, you may become insecure about setting limits
Fear Factor
• fear own safety• by experiencing pain, you may appreciate risk • fear can lead to errors in judgment
Effects of Violence
• Violent behavior creates a high risk of physical injury
• Psychological damage may also occur as a result of guilt while out of control
• Decrease the sense of security •
Crisis Intervention
• Notify operator and activate the crisis intervention team or other applicable teams
• Give location: building, floor, room number, and describe activity and the person
• Station staff at unit entrance to direct intervention team to the situation.
Summary – Self Awareness and Safety
• Pay attention to your “gut feelings”• Remain calm – recognize and gain control over your
own feelings• Do not deny your anger or fear, but try to put your
feelings aside• Learn to hear criticism without being defensive• Acknowledge what is true in the criticism while
recognizing angry insults for what they are• Check personal space and exits
Summary – Verbal Crisis Intervention
• Address customer by using his or her name• Introduce yourself and convey your concern and
respect for the customer• Ask customer what is going on, and ask if there is
anything you can do to help, or to make them feel better
• Request customer to put down any object• Be calm, in control, and encourage problem solving• Be professional and courteous
Summary – Goals for management
• Staying focused• Maintaining and utilizing a calm and controlled
approach• Reducing and controlling the disturbed
behavior while ensuring the customer’s dignity• Assisting the patient in regaining control of
himself or herself• Protecting life and property
Reporting Procedures
• Human Resources• Union• Emergency Room• Employee Health• Police• Other law enforcement
officials
Conclusion Using the skills presented, you should now be able to:• Identify workplace situations that have
potential for violence• Assess a situation and make
appropriate decisions on how to handle a problem
• Demonstrate verbal communication skills that will help diffuse a potentially violent situation
• Take action to protect yourself and others in the event of a serious workplace problem
REFERENCES
NAVY KNOWLEDGE ONLINE. (2013). NMMPTEC NM-08-WVPM-1.1-WORKPLACE VIOLENCE - PREVENTION AND MANAGEMENT. RETRIEVED FROM
HTTPS://WWW.LMS.PROD.NEL.TRAINING.NAVY.MIL/SCORMENGINEINTERFACE/DEFAULTUI/
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