Workplace Violence Prevention

Module 1 – categories and risk factors

February, 2010

Module one will cover the following:

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

Three main types of violence: Verbal Abuse/Threats

Threatening BehaviorPhysical 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

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

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

Violence by Strangers

Violence by Customers or Clients

Violence by Co-workers

Violence by Personal Relations

Four Categories of Violence

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

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

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

Maximum $50 in register

Prevention: Violence by Strangers

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

Violence by Customers or Clients

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

Risk Factors - Customer and Client Violence

High Risk Occupations: Customer/Client Violence

Prevention: Customer and Client Violence

Violence by Co-workers

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.

Risk Factors: Co-worker violence

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.”

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.”

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

Prevention: Co-worker Violence

Violence: 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

Risk Factors: 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

High Risk Workplaces: Personal Relations

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

Prevention of personal relations violence

Restraining OrdersYour 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.

Domestic Restraining Orders

See more on workplace violence in module 2

Note: All photos and graphics courtesy of Microsoft Clipart