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Workplace Violence

Bradley M. Freeman, M.S., CIH, CSP, INSafe Industrial Hygienist

Jay King, INSafe Industrial Hygienist

Training Objectives5. Prioritize post-incident

reporting and response procedures

6. Describe the key elements in a workplace violence prevention policy

7. Discuss how to handle an angry consumer

1. Define workplace violence and explain the four categories of workplace violence

2. Present key facts about workplace violence

3. List risk factors for potential violence at the workplace

4. Describe several ways to prevent violence at work

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What is Workplace Violence?(note subjective nature of 2-4)

1. Physical Assault

2. Threatening Behavior

3. Verbal Abuse

4. Harassment

Types of Threats

• Direct

• Indirect

• Veiled

• Conditional

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Threats of Violence...The employer should not tolerate behavior that is perceived by others as

threatening, intimidatingor fearful.

Four Categories of Workplace Violence

1. Violence by Customers, Clients, or Patients, students.

2. Violence by Domestic Partners or Relatives of Employees (new category)

3. Violence by Strangers Committing Robbery4. Violence by Employees and Supervisors.

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True or False: Violence is the leading cause of death on the job.

• False• The leading cause of death on the job is vehicle

accidents.

• Violence is the THIRD leading cause…in Indiana.

True or False: Homicide is the leading cause of death for women in the workplace.

• TRUE!

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True or False: Disputes between workers and supervisors are the main motive for

workplace homicides.• False. Robberies account for the majority

of workplace homicides.

Extent of the problem

• Assaults and violent acts claimed lives in 2007 and represented 15% of the total 5,657 workplace fatalities in U.S.

• Homicides represented 11% of the fatalities or 628 lives

• Retail trades accounted for 26% of the homicides

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Is Workplace Violence a Problem?• Workplace Violence fatalities on the job is more common

than…– Death from falls– Electrocution– Killed by falling objects

• #1 Cause of Workplace Fatality for Women• #2 Cause of Workplace Fatality for Men• Average of 20 Work Related Murders Weekly

How many people are victims of non-fatal assaults on the job each year?

2,000,000 workers are victims each year in the U.S.

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Workplace Violence Trends

Workplace Fatalities Indiana 2011

6%

13%2%

15%

50%

14%Exposure

Falls

Fires & Explosions

Equipment

Transportation

Violence

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Workplace Fatalities U.S. 2011

9%

14%3%

15%

41%

17% Exposure

Falls

Fires & Explosions

Equipment

Transportation

Violence

Workplace Homicides in Indiana 2010

• Total 118 workplace fatalities• 8 workplace homicides• 5 men / 3 women• All in the service sector

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2006-2010• 2006-2010 total of 49 workplace violence

fatalities.• 41 Men / 8 Women• 26 Caucasian/Non-Hispanic• 21 African American• 3 Hispanic• 4 Unreported.

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A Risk Factor Is:• Any condition that may increase a worker’s

risk for violence.

What Are Some Examples of Risk Factors on Your

Job?

External Risk Factors Include:1. Working alone or in

small numbers2. Working late

night/early morning3. Working with money4. Delivering passengers,

goods or services

5. Having a mobile workplace like a taxicab or police car

6. Working in high crime areas

7. Guarding property or possessions

8. Contact with the public

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Internal Risk Factors Include:1. Highly competitive sectors

with intense workloads, e.g. food processing

2. Restructuring of an organization, e.g. impending layoffs

3. Ignoring warning signs from certain individuals who have a gripe with co-workers or management

4. Allowing an ongoing feud between co-workers to go unaddressed by management

5. Chronic verbal abuse by a supervisor towards workers

6. Denial on the part of management regarding employee tension or favoritism towards one party

7. Old school mentality by management that tolerates and enables supervisor abuse

Five Warning Signs of Escalating Behavior

1. Confusion2. Frustration3. Blame4. Anger5. Hostility

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Warning Signs of Confusion

• The person appears bewildered or distracted.

• They are unsure or uncertain of the next course of action.

Responses to Confusion

1. Listen Attentively to the person

2. Ask clarifying questions

3. Give factual Information

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Warning Signs of Frustration

1. The person is impatient and reactive

2. The person resists information you are giving them

3. The person may try to bait you

Responses to Frustration

1. Move the person to a quiet location

2. Reassure them, talk to them in a calm voice

3. Attempt to clarify their concerns

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Warning Signs of Blame1. The person places

responsibility on everyone else

2. They may accuse you or hold you responsible

3. They may find fault with others

4. They may place blame on you

Responses to Blame1. Disengage with the

person and bring a second party into the discussion

2. Use a teamwork approach

3. Draw the person back to the facts

4. Show respect and concern

5. Focus on areas of agreement to help resolve the situation

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Warning Signs of Anger1. The person may show a visible

change in body posture2. Actions may include pounding

fists, pointing fingers, shouting or screaming

3. This signals VERY RISKY BEHAVIOR!

Responses to Anger1. Don’t argue with the

person2. Don’t offer solutions3. Prepare to evacuate

the area or isolate the person

4. Contact your supervisor and security personnel

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Warning Signs of Hostility1. Physical actions or

threats appear imminent2. There is immediate

danger of physical harm or property damage

3. Out-of-control behavior signals the person has crossed the line

Responses to Hostility

1. Disengage with the person and evacuate the area

2. Attempt to isolate the person if it can be done safely

3. Alert your supervisor and contact security immediately

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Employer’s Responsibility

• Employers are responsible for:– Hazard Identification & Assessment– Safety Program Development & Implementation– Employee Training– Enforcement of Safety Standards

• Penalties can include substantial fines and even jail time for owners, managers and supervisors.

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OSHA General Duty Clause…What’s that all about?

“Each employer will provideeach employee a safe and

healthful workplace free ofrecognized hazards.

This is OSHA’s “All Other” category. Since there is noViolence Standard, the General Duty Clause would apply.

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Elements of an Effective Violence Prevention Program

• Management commitment and worker involvement

• Worksite analysis• Hazard prevention and

control• Safety and health training

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Management Commitment and Worker Involvement

• Management commitment and worker involvement are complementary and essential elements of an effective safety and health management system

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Management Commitment• Demonstrate organizational

concern for worker emotional and physical safety and health

• Exhibit equal commitment to the safety and health of workers and store patrons

• Assign responsibility for various aspects of the workplace violence prevention program

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Worker Involvement

• Contribute to development of procedures that address safety and security concerns

• Understand and comply with workplace violence prevention programs and safety and security measures

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Management Commitment (continued)

• Allocate appropriate authority and resources to all responsible parties

• Maintain a system of accountability for involved managers, supervisors and workers

• Support and implement appropriate recommendations from safety and health committees

• Work constructively with other parties, such as landlords, lessees, local police and other public safety agencies

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Worker Involvement (continued)

• Report violent incidents promptly and accurately

• Participate safety and health committees• Take part in training programs and share on-

the-job experiences that cover techniques to recognize escalating agitation, aggressive behavior or criminal intent

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Worksite Analysis• Involves a step-by-step

assessment to identify environmental and operational risks for violence

• Recommended program for worksite analysis includes, but is not limited to:– Analyzing and tracking

records– Conducting screening surveys– Analyzing workplace security

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Worksite AnalysisRecords Review and Analysis

• Employers should collect and examine any medical, safety, workers’ compensation and insurance records to identify any incidents of workplace violence

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Worksite AnalysisConducting Screening Surveys

• A worker questionnaire or survey about workplace violence can identify:– If customers have been

assaulted– If the business has had to

address other crimes, such as shoplifting

– Whether firearms were carried or used

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Worksite AnalysisWorkplace Security Analysis

• Employers should have designated teams, workers, or consultants periodically inspect worksite and evaluate job tasks to identify hazards, conditions, operations and situations that could expose workers to violence

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Worksite AnalysisWorkplace Security Analysis (continued)

The team or coordinator should:• Analyze incidents, including the

characteristics of assailants and victims

• Identify jobs or locations with greatest risk of violence

• Note high risk factors such store patrons or environmental factors

• Evaluate effectiveness of existing security measures

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Hazard Prevention and Control

• After hazards are identified through systematic worksite analysis, employers will need to take steps to prevent or control these hazards

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Hazard Prevention and ControlEngineering Controls (continued)

• Engineering controls remove the hazard from the workplace or create a barrier between the worker and the hazard, i.e., installing physical barriers such as bullet-resistant enclosures

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Hazard Prevention and ControlEngineering Controls (continued)

Panic ButtonsHeight Marker on Exit Door

Video Surveillance Equipment

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Safety and Health (S&H) Training• Ensures that all staff

members are aware of potential security hazards and the procedures for protecting themselves and their co-workers through established policies and procedures

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S&H Training for Workers

Worker need to know specific hazards associated with their job and worksite to help them minimize their risk of assault and injury.

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Responding to a Violent Incident• Isolate/secure the work area• Call 9-1-1 if an emergency• Seek medical attention for victims• Report the incident to your supervisor• Inform victim of legal rights

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Responding to a Violent Incident cont.

• Report the incident to your shop steward• File an incident report• If psychological trauma occurs call EAP for

post-incident debriefing• Give a referral to EAP to the victim• Encourage employees to report

Responding to a Violent Incident

• Stress debriefing• Investigate all incidents and threats• Monitor trends• Have a corrective action plan• Discuss program changes with all employees.

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Program Evaluation ElementsProcesses involved in an evaluation include:• Establishing a uniform violence reporting system and regular

review of reports• Reviewing reports and minutes from staff meetings on safety

and security issues• Analyzing trends and rates in injuries, illnesses or fatalities• Measuring improvements based on lowering frequency and

severity of workplace violence• Keeping up-to-date records of administrative and work

practice changes to prevent workplace violence

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What about “Domestic Violence?”• If it comes to work, it is no

longer “just personal”.• Provide information and

access to help agencies for employees.

• Sometimes, it is possible for an employer to get a restraining order to keep ex-spouses away.

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Conclusion• Workplace violence has emerged as a major

occupational safety and health issue in the United States

• OSHA’s voluntary recommendations offer systematic frameworks to help employers protect workers from risks of injury and death from occupationally-related violence

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Conclusion continued• …Violent acts are caused by….• …disgruntled employee(s)• …domestic disturbance(s)• …delusional person(s)

• (i.e. Employees, former employees, contractors, customers & vendors)

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What can we do?• Include violence issues in your emergency

plan• Offer employee assistance• Educate your workforce• Involve local police in pre-planning• Do not tolerate threats• Beware of drug and alcohol problems• PLAN AHEAD - NOW!

Sources of OSHA Assistance

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References

• David Lighthall, Ph.D., Former Research Director for the Relational Culture Institute

• Berkley’s Occupational Health Program• OSHA• Conseco Risk Management, Inc.

Thank you!

• For more information about workplace violence you may visit OSHA’s website at:

www.osha.gov• Or contact me at:

bfreeman@dol.in.gov812- 876-4904