Violence in the Workplace…

An eLearning Course for City EmployeesMarch 2009

…It IS your business!

LEARNER INSTRUCTIONS

During this lesson, you will see words, phrases, and full sentences which are

underlined in red.

Click on these pieces of text to be taken to information in the course

which will explain them.

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Lesson Overview

Lesson Objectives

Defining Workplace Violence

Recognizing Workplace Violence

Behaviors & Situations That Can Trigger Violence

Employee Responsibilities

Employer Responsibilities

Signs of a Safe Workplace

Lesson Summary

Test Your Knowledge

References

TABLE OF CONTENTSViolence in th

e Workplace

ABOUT THIS COURSE

MODULE ONE: Understanding Workplace Violence

Click HERE if you are new to PowerPoint and need help to run a slideshow.

At any time during the slideshow, slide your mouse over the action buttons at the bottom left corner of your screen to move forward and back in this presentation.

Where indicated, follow written instructions to direct your learning progress.

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LEARNER INSTRUCTIONS

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MODULE OVERVIEW

Perhaps because it includes just about everything from bad language to murder, violence in the workplace is not easy to define, and is often not easy to recognize.

Why is this so, you ask?

Because in between bad language and murder, workplace violence includes violent acts, physical and verbal abuse, threats, bullying, harassment, and even gossip–all directed toward people at work or on duty.

Have you witnessed workplace violence? Click on the arrow to watch a workplace incident unfold, and think about similar events that may have taken place in your workplace.

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MODULE OVERVIEW (con’d)

This first of two modules on violence in the workplace has been developed so that you will be able to:

1) Recognize the many forms of violence that could occur in your workplace;

2) Describe how workplace violence can impact you, and the people around you;

2) Identify situations and behaviors that can lead to violence in the workplace.

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LESSON OBJECTIVES:

After you have completed this module, you will be able todescribe the different types of violence that can occur in the workplace and identify triggers that can lead to confrontation at work.

You will recognize incidents of workplace violence, and be able to identify the impact of these events on you and your co-workers.

By the end of Module 1 on workplace violence, you will also be able to describe your responsibilities, and those of your employer, in preventing violence in the workplace.

Exposure to workplace violence is NOT part of your job description!

Other important topics on workplace violence, such as:

• responding effectively to workplace violence;

• protecting yourself in a violent situation (managing workplace violence); and

• reporting incidents of workplace violence

will be introduced to you in Module 2 of this short course on Workplace Violence.

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EXAMPLES OF WORKPLACE VIOLENCE: After they appear, click anywhere on the images below to read 3 articles of well-documented incidents of workplace violence in the United States and Canada.

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When a person says that someone is “going postal,” he usually means that someone is becoming very angry, or violent, at work.

The term is a reference to Patrick Sherrill, a disgruntled post office employee who murdered 14 of his co-workers in 1986. (Return to previous slide for link to newspaper article on Sherrill).

DID YOU KNOW?

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Definition of Workplace Violence:

Any action that .... threatens the safety of an employee; impacts the employee’s physical and/or psychological well- being; causes damage to company property.

(Canadian Centre for Occupational Health & Safety, 2004)

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TEST YOURSELF

Choose either True or False. Place your mouse on your choice to see if your answer is correct.

By educating employees about work place violence, employers might actually increase incidents of violence in the workplace.

TRUE FALSE

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DEFINING WORKPLACE VIOLENCE

You probably connect workplace violence with murder and physical injury, as these are the acts that are reported in the news headlines in a very big way. Examples of these types of headlines were shown to you earlier in the lesson.

VIOLENCE

Gossip and Abuse

Threats and Harassment

BUT…

Even though the smaller stuff—gossip, bullying, and intimidation, for example—has less news appeal, it can have just as much of a devastating impact on you and your co-workers…and it IS part of workplace violence.

If you have ever been bullied by a supervisor or co-worker, you know that this type of situation damages your morale, creates stress, and makes you unhappy at work.

What you may not know is that if the bullying is not stopped, sooner or later tempers can ignite, and these types of seemingly minor incidents can erupt into major violence in the workplace.

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DEFINING WORKPLACE VIOLENCE (con’d)

If you have ever been bullied, or been the subject of office gossip, you have experienced violence in the workplace, and know how it feels.

People who have experienced or witnessed acts of workplace violence such as physical and verbal abuse, threats, or other aggressive behaviour also know how it feels.

What you and your co-workers feel in these situations is the physical, spiritual, intellectual, emotional, social, and occupational impact of workplace violence.

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EFFECTS OF WORKPLACE VIOLENCE

DEFINING WORKPLACE VIOLENCE (con’d)

Intellectual

Emotional

SocialOccupational

Spiritual

Physical

LEARNER Click on the heading in each pie chart for INSTRUCTIONS: the effects of workplace violence.

http://www2.oakland.edu/wellness/images/wellness_disk.gif

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Violence at work most often starts inside the workplace, and involves a co-worker who has become angry or upset. This is called “internal workplace violence.”

“External workplace violence” usually refers to acts of crime or physical assault carried out by strangers.

RECOGNIZING WORKPLACE VIOLENCE

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DID YOU KNOW?

Almost half (48%) of all workplace violence incidents occur in offices, factories and stores, followed by hospitals, prisons, or rehab centers (31%), restaurants and bars (10%), and inside schools or on school grounds (10%).

(Canadian Centre for Occupational Health & Safety, 2004)

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RECOGNIZING WORKPLACE VIOLENCE

Internal Workplace Violence: Internal workplace violence is usually associated with employees or workers who become violent at work.

There are various levels of internal workplace aggression and violence. Insubordination, threats, use of foul language, and gossiping are examples of internal workplace violence.

Internal workplace violence can also include murder, suicide, arson, and destruction of property.

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RECOGNIZING WORKPLACE VIOLENCE

Other examples of internal worker violence are:

• refusal to follow corporate policy • hostility and antagonism toward coworkers,

supervisors, and public• verbal wishes to inflict harm on coworkers or

management• intimidation and harassment• threats of a sexual or violent nature• sabotage of others’ work• spreading rumors, lies and gossip• passive/aggressive behaviour• expressions of anger and belligerence

(CCOHS, 2004)

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RECOGNIZING WORKPLACE VIOLENCE

External Workplace Violence:

The victims of 9/11 were impacted by the most extreme example of external workplace violence when terrorists hijacked American planes and flew them into New York’s Twin Towers and the Pentagon, killing thousands of men and women in their offices.

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RECOGNIZING WORKPLACE VIOLENCE

External Workplace Violence:

Incidents of external workplace violence also include events such as bank robbery, break-ins, and vandalism.

Even domestic violence, which originates in the home, can impact the workplace if an angry spouse enters the workplace to cause harm to his/her partner.

Employee/Co-worker Violence

Customer Violence

Domestic Violence at Work

Stranger/Criminal Violence

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RECOGNIZING WORKPLACE VIOLENCE

The Four Faces of Violence

Click on each picture for a definition of the face of violence being portrayed.

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TEST YOURSELF

1. Sue was working behind the accounts receivable desk when Mrs. Smith, a

city resident, complained about her monthly utility bill, and started to verbally abuse her. What type of workplace violence does this represent?

a) Stranger violence.b) Customer violence.c) Employee violence.d) Domestic violence.

Click here for the answer.

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BEHAVIOURS & SITUATIONS THAT CAN TRIGGER VIOLENCE IN THE WORKPLACE

Violence at work often occurs following an eventwhich triggers an already fragile person to react violently. And, although not all situations resulting in violence can be detected early, there are some red flags which can signal trouble.

Some of the behaviours and situations that might warn of trouble are listed for you on the next pages. You should note, however, that this is not a complete list.

It is possible you could one day find yourself in circumstances that leave you unsure if you should be alarmed.

If you are ever unsure that what you are experiencing or witnessing is leading to a violent situation, you should report it to your supervisor or other appropriate authority.

Trigger: To initiate an action; to cause, or to make happen

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BEHAVIOURS & SITUATIONS THAT CAN TRIGGER VIOLENCE IN THE WORKPLACE

WATCH OUT FOR WORKERS WHO:

• complain they are being treated unfairly;• complain they are being made to wait for a promotion, raise, or other type of “promised” reward;• show signs of mental instability: paranoia, delusion, mania, depression, etc;• are excessively and increasingly angry at work;• have an obvious lack of concern for others’ safety and well- being;• have a history of violent behaviour.

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DID YOU KNOW?

Escalation (of violence) is an increase in the seriousness of a situation or behaviour.

Most violent incidents follow a pattern of escalation.

(Marcom Group Ltd., 1997)

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BEHAVIOURS & SITUATIONS THAT CAN TRIGGER VIOLENCE IN THE WORKPLACE

BE AWARE OF BEHAVIOUR, SUCH AS:

• Hitting, shoving, pushing, shouting, gossiping

• Intimidation, and menacing or frightening behaviour (either verbal or physical)

• Making or sending harassing or threatening telephone calls, voice mail messages, e-mail messages,

etc.• Wilful, malicious, and repeated stalking of another person• Intentional destruction of or threat of damage to property• Conduct or remarks that could cause a reasonable person to believe that he or she is under threat.

(CCHOS, 2004)

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EMPLOYEE RESPONSIBILITIES:

Your overall responsibility is to be aware of any concerns in your office or department concerning violence or threats, from sources both inside and outside of your workplace.

In general, you should follow the guidelines listed below:

• Be familiar with the City’s policies and procedures regarding workplace violence. (These are

available to you on the City’s website: www.anyalbertacity.ca).

• Ensure the security of your workstation: observe departmental procedures with respect to building

pass codes and any other security measures that are in place for your protection.

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EMPLOYEE RESPONSIBILITIES (con’d)

• Question and/or report strangers to security and/or your supervisor.

• Be alert to physical or verbal threats and/or the disruptive behavior of any individual .

• Take threats seriously, and report them to your supervisor.

All of the precautions and responsibilities listed here and on the previous page are important for the prevention of violence in the workplace.

However, one of your biggest responsibilities is to REPORT any behaviour or incident which raises concerns to your supervisor or manager, in a timely manner, either verbally or in writing.

(Please note: Module 2 will provide you with specific information on how to report incidents of workplace violence).

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EMPLOYER RESPONSIBILITIES:

Under the Occupational Health and Safety Act, all employers must take every reasonable precaution to protect the health and safety of their workers in the workplace. This includes protecting workers against the risk of workplace violence.

In addition, the Canada Labour Code specifically addresses workplace violence, stating that employers are required to take specific steps to prevent and protect against workplace violence.

Your employer is directly responsible for: • ensuring you have a safe, secure, and healthy work

environment;• ensuring early response to possible signs of threat or

violence;• ensuring all alleged threats are investigated in a timely,

appropriate, and effective manner.

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SO – WHAT ARE THE SIGNS OF A SAFE WORKPLACE?

Respect and consideration for all employees.

Response to employee issues and reports of potential/perceived violence.

Fair practices and absence of discrimination – race, sex, religion, etc.

Attention to security issues such as compliance with occupational health and safety and other legislations, such as working alone legislation, etc.

Effective management/leadership .

• Development and implementation of policies and procedures, and consequences, that are applied

consistently, fairly, and as necessary.

TEST YOURSELF

Read the sentences below. Write the missing words to each sentence on a piece of paper. There could be more than one right answer for some questions; choose one answer only in these cases.

1. ______________ is an example of internal workplace violence .

2. As an employee, one of your biggest responsibilities is to ________any incidents of workplace violence.

3. Signs of a healthy workplace are ___________ and _______________ for all employees.

Click here for the answers.

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LESSON SUMMARY:

In this lesson, you learned not only the definition of workplace violence, but more importantly, you were given the tools to recognize and describe the different types of workplace violence that can occur. You also learned some of the behaviours, circumstances, and actions that can trigger workplace violence.

The importance of reporting incidents of workplace violence was emphasized to you, as one of your employee responsibilities. You also learned that the employer’s responsibilities are just as important in the prevention of violence in the workplace, and you are now able to list what some of these are.

Finally, to balance the picture just a bit, you learned what some of the elements of a safe and healthy workplace are.

As you leave this lesson, you are again reminded of one thing:

Workplace violence is NOT part of your job description!

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TEST YOUR KNOWLEDGE

RATIONALE: The City is required to provide you with information on workplace violence, and to ensure you have a safe, secure, and healthy work environment.

Taking this test gives you, and the City, an understanding of how knowledgeable you are about workplace violence. Your knowledge is an effective tool in reducing workplace violence through early detection and prevention.

INSTRUCTIONS: Print the following 3 pages of the self-assessment so that you can answer the questions. All questions are multiple choice; circle the letter next to the statement which best answers the question.

When you are finished, write your name on the answer sheet, put it in a sealed envelope, and send it to Human Resources.

THANK YOU FOR YOUR PARTICIPATION.

TEST YOUR KNOWLEDGE Name: ____________________ Department: ___________________

1. Why is workplace violence difficult to define?

a) Because there is not enough documented information on what it is.b) Because it happens in many different locations and workplaces.c) Because it includes behaviours such as gossiping, as well as murder. d) Because it is a relatively new term which applies to many different things.

2. Marvin, the City’s fleet services supervisor, has consistently harassed his employee, John, for over 2

years, for no apparent reason. What impact does this have on John?

a) It has a negative impact on John’s well-being at work and at home. b) It does not impact John very much, as this is how Marvin treats everyone.c) It motivates John to work harder to do his job as well as he can.d) John ignores it because he knows there is nothing he can do about it.

3. What term is used to describe workplace violence when a robber enters a bank to steal its money?

a) Internal workplace violenceb) External workplace violence c) Aggressive workplace violenced) Hostile workplace violence

4. Where is workplace violence most often experienced?

a) Hospitals, prisons, and rehab centersb) Restaurants and barsc) Inside schools or on school groundsd) Offices, factories, and stores

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5. What is one example of internal workplace violence?

a) Sabotage of others’ work b) Repeatedly failing to report for workc) Robbers entering a bank to steal its moneyd) Strangers vandalizing city property

6. Choose the answer that defines employee/co-worker violence.

a) The person causing violence has some employment-related involvement with the workplace.

b) The offender has no legitimate relationship to the workplace.c) The offender has a personal and/or family relationship with the victimd) The violence involves an assault or threat by someone who is either the

recipient or the object of a service provided by the workplace and/or the victim.

7. Which answer defines customer violence ?

a) The instigator of violence has some employment-related involvement with the workplace.

b) The perpetrator has no legitimate relationship to the workplace.c) The perpetrator has a personal and/or family relationship with the victimd) The violence involves an assault or threat by someone who is either the

recipient or the object of a service provided by the workplace and/or the victim.

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8. Choose the answer that best describes a potential incident of workplace violence.

a) A worker laughing and sharing a joke with co-workersb) Behaviour that is non-aggressive and passive when

interaction with co-workers is requiredc) Conduct that could cause a reasonable person to believe that

he/she is under threat d) Disciplinary action that is applied fairly and consistently

9. What is one of the most important aspects of any employee’s responsibilities with respect to workplace violence?

a) Knowing what workplace violence isb) Recognizing the different types of violencec) Reporting incidents of workplace violence d) Being alert to physical or verbal threats

10. Which resource provides information related to an employer’s responsibilities for ensuring the workplace is safe?

a) The Occupational Health and Safety Act b) Company procedures and policiesc) Working Alone legislationd) Local business bylaws and regulations

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COMPARE MY RESULTSIf you wish to review your answers, click on the letter which denotes the correct answer. You will be taken to the appropriate reference within the lesson.

1. C – Because it includes behaviour such as gossiping, as well as murder.

2. A – It impacts John’s physical and psychological well-being.

3. B – External workplace violence.4. D – Offices, factories, and stores.5. A – Sabotage of others’ work.6. A – The instigator of violence has some employment-

related involvement with the workplace.7. D – The violence involves an assault or threat by

someone who is either the recipient or the object of a service provided by the workplace and/or the victim.

8. C – Conduct that could cause a reasonable person to believe that he/she is under threat.

9. C – Reporting incidents of workplace violence.10. A – The Occupational Health and Safety Act.

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REFERENCES

Canadian Centre for Occupational Health and Safety . (2008). Violence in the Workplace. Retrieved February 5, 2009 from:

http://www.ccohs.ca/oshanswers/psychosocial/violence.html

De Leseleuc, S. (2004). Canadian Centre for Justice Statistics Profile Series. Criminal Victimization in the Workplace. Retrieved February 19, 2009 from

www.ccohs.ca/headlines/text200.html

Dickason, K.S. (2003). Preventing Workplace Violence: Everybody’s Responsibility. Retrieved March 3, 2009 from www.achievesolutions.net/achievesolutions/en/8445.genpdf

Going Postal. (n.d.). In Wikipedia: The free encyclopedia. Retrieved March 3, 2009 from http://en.wikipedia.org/wiki/Going_postal

Marcom Group Ltd. (1997). Preventing Workplace Violence. Retrieved February 5, 2009 from www.aurorapictures.com/site/files/PDF/3084.pdf