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

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