Workplace Violence Workplace Violence AwarenessAwareness

Lucinda BiancoLucinda Bianco

CareGroup CareGroup Occupational Health Occupational Health

NetworkNetworkMay 22, 2001May 22, 2001

Statistics:Statistics: The number of American workers murdered The number of American workers murdered

annually has doubled since 1989.annually has doubled since 1989. Workplace violence is the second-leading cause of Workplace violence is the second-leading cause of

occupational fatalities.occupational fatalities. Workplace violence is the No. 1 cause of workplace Workplace violence is the No. 1 cause of workplace

fatalities for women.fatalities for women. One million workers, 18,000/week, are victims of One million workers, 18,000/week, are victims of

nonfatal workplace assaults each year.nonfatal workplace assaults each year. More than 1 in 3 workers were verbally abused on More than 1 in 3 workers were verbally abused on

the job.the job.

Statistics (cont.)Statistics (cont.)

However:However: More deaths occur on the highways as a More deaths occur on the highways as a

result of alcohol than deaths in the result of alcohol than deaths in the workplace because of violence.workplace because of violence.

You stand a greater chance of getting You stand a greater chance of getting hit by lightning than of becoming the hit by lightning than of becoming the victim of a homicide at work.victim of a homicide at work.

Over 99% of workplace violence does Over 99% of workplace violence does notnot result in homicide. result in homicide.

What is Workplace What is Workplace Violence?Violence?

According to OSHA, workplace According to OSHA, workplace violence is any physical assault, violence is any physical assault, including unwanted touching or including unwanted touching or any other offensive physical any other offensive physical contact, threatening behavior, or contact, threatening behavior, or verbal abuse.verbal abuse.

Examples of Workplace Examples of Workplace Violence:Violence:

Harassment of any nature, such as Harassment of any nature, such as being followed, sworn at, or shouted at.being followed, sworn at, or shouted at.

Psychological traumas, such as threats, Psychological traumas, such as threats, obscene phone calls, bomb threats, or obscene phone calls, bomb threats, or an intimidating presence.an intimidating presence.

Physical violence, such as hitting, Physical violence, such as hitting, grabbing, beating, stabbing, suicide or grabbing, beating, stabbing, suicide or attempted suicide, rape, or shooting.attempted suicide, rape, or shooting.

Categories of ViolenceCategories of Violence

Stranger on EmployeeStranger on Employee

Customer on EmployeeCustomer on Employee

Partner on EmployeePartner on Employee

Employee on EmployeeEmployee on Employee

Identifying Risks:Identifying Risks:

Workplace risk Workplace risk varies from job to varies from job to job;job;

most at risk are:most at risk are:

– convenience and convenience and liquor store staff,liquor store staff,

– taxi driverstaxi drivers– policepolice– security personnelsecurity personnel

Identify the risks Identify the risks in your workplace,in your workplace,

then develop then develop effective safety effective safety precautions and precautions and protocolsprotocols

Can It Happen to You?Can It Happen to You?

I work with the public.I work with the public. My job requires me to handle money.My job requires me to handle money. I work alone or in a small group.I work alone or in a small group. I have a mobile workplace, such as a delivery truck or taxi cab.I have a mobile workplace, such as a delivery truck or taxi cab. I work late at night or early in the morning.I work late at night or early in the morning. I work in a high-crime area.I work in a high-crime area. My work-site has experienced violence in the past.My work-site has experienced violence in the past. I guard valuable property or possessions.I guard valuable property or possessions. I have heard someone threaten another person in the workplace.I have heard someone threaten another person in the workplace. I do not know or am unsure about how to use security measures at I do not know or am unsure about how to use security measures at

work, including how to contact security guards, activate panic work, including how to contact security guards, activate panic buttons, and ensure controlled access to my work-site.buttons, and ensure controlled access to my work-site.

I do not know or do not follow my employer’s policies and I do not know or do not follow my employer’s policies and procedures for preventing workplace violence.procedures for preventing workplace violence.

Warning signs of Troubled Warning signs of Troubled Employee:Employee:

For over 70%For over 70% of incidents reviewed, the individual of incidents reviewed, the individual gave some warning sign.gave some warning sign.

Major changes in personal appearance, attitude Major changes in personal appearance, attitude or behavioror behavior

Change in personal relationshipsChange in personal relationships Reduction in job efficiency or productivityReduction in job efficiency or productivity History of arrest or violent behavior (most History of arrest or violent behavior (most

predictive)predictive) Failure to communicate, avoids conflictFailure to communicate, avoids conflict

Warning Signs (Cont.):Warning Signs (Cont.):

Unusual interest in weaponsUnusual interest in weapons Possession of weaponsPossession of weapons Preoccupation with violent incidents in the Preoccupation with violent incidents in the

newsnews Heightened anxietyHeightened anxiety Overly defensiveOverly defensive Substance abuseSubstance abuse

Warning Signs (cont.)Warning Signs (cont.)

Serious mental illness: psychosis, Serious mental illness: psychosis, depressiondepression

Non-compliance with psychiatric treatmentNon-compliance with psychiatric treatment Family instabilityFamily instability Continual excusesContinual excuses Blaming, not taking responsibilityBlaming, not taking responsibility Unexplained signs of physical injuryUnexplained signs of physical injury AgitationAgitation ImpulsivityImpulsivity

Warning Signs of Dangerous Warning Signs of Dangerous StrangerStranger

Loitering around the worksiteLoitering around the worksite Agitation and/or uneasinessAgitation and/or uneasiness Inability to make eye contactInability to make eye contact Unexplained interest in your work Unexplained interest in your work

activities and policiesactivities and policies Threatening language and/or actionsThreatening language and/or actions History of violent behaviorHistory of violent behavior

Case StudyCase Study

““Aggression is most frequently Aggression is most frequently associated with the associated with the perceptionsperceptions of of intentional provocation intentional provocation by by

others and also with others and also with feelings of feelings of exploitation....exploitation....

““Aggression in the workplace”, by Joel H. Aggression in the workplace”, by Joel H. Neuman and Robert A. Baron, Neuman and Robert A. Baron,

in in Antisocial Behavior in OrganizationsAntisocial Behavior in Organizations,,

““Therefore, Therefore, strategies that strategies that

minimize or eliminate minimize or eliminate perceptions of having perceptions of having been treated unfairly been treated unfairly

should prove useful in reducing should prove useful in reducing aggression”aggression”

““Aggression in the workplace”, by Joel H. Aggression in the workplace”, by Joel H. Neuman and Robert A. Baron, Neuman and Robert A. Baron,

in in Antisocial Behavior in OrganizationsAntisocial Behavior in Organizations,,

How How ManagersManagers Threaten Threaten Employees Employees

-- Ryan and Oestreich , -- Ryan and Oestreich , Driving Fear Out of the Workplace Driving Fear Out of the Workplace ‘98‘98

SilenceSilence Glaring, “the look”Glaring, “the look” Brevity, abruptnessBrevity, abruptness Snubbing, ignoringSnubbing, ignoring Insults, put downsInsults, put downs Aggressive, Aggressive,

controlling stylecontrolling style

Threats about jobThreats about job Yelling and Yelling and

screamingscreaming Angry outbursts, Angry outbursts,

loss of controlloss of control Physical threats, Physical threats,

menacingmenacing Physical contactPhysical contact

Escalating Levels of Escalating Levels of Behavior:Behavior:

Many violent incidents follow a series of Many violent incidents follow a series of smaller incidents or warning signs.smaller incidents or warning signs.

The inappropriate behavior of a person The inappropriate behavior of a person prone to workplace violence usually prone to workplace violence usually escalates over time.escalates over time.

Ensuring your safety and that of others is Ensuring your safety and that of others is the most important action you can take.the most important action you can take.

Dealing with Escalating Dealing with Escalating BehaviorBehavior

Stay calm, listen attentively, and ask the person to sit Stay calm, listen attentively, and ask the person to sit down. down.

Treat the person with dignity and respect.Treat the person with dignity and respect. Ask " What can I do to help you?" Ask " What can I do to help you?" Acknowledge the person's concerns.Acknowledge the person's concerns. Understand their perceptions are real to them.Understand their perceptions are real to them. Maintain eye contact. Maintain eye contact. Speak slowly, softly, and clearly. Speak slowly, softly, and clearly. Avoid being defensive. Avoid being defensive.

Dealing with Escalating Dealing with Escalating Behavior (cont.)Behavior (cont.)

Set ground rules/boundaries, such as," When you Set ground rules/boundaries, such as," When you shout at me, I can't understand what you're shout at me, I can't understand what you're saying." saying."

Do not argue.Do not argue. Signal a co-worker if you need help. Signal a co-worker if you need help. If the person has a compelling need to If the person has a compelling need to

communicate, don’t put it off.communicate, don’t put it off. Keep the situation in your control. Keep the situation in your control. Notify your supervisor immediately.Notify your supervisor immediately.

Allow the Aggrieved Party Allow the Aggrieved Party to Suggest a Solutionto Suggest a Solution

A person will more readily agree to a A person will more readily agree to a resolution that he or she helped formulate.resolution that he or she helped formulate.

It may surprise you that his suggestion It may surprise you that his suggestion may be very reasonable. may be very reasonable.

Move toward win/win resolution, both Move toward win/win resolution, both make concessions. Try to get something make concessions. Try to get something for something.for something.

If you Need to Meet with If you Need to Meet with an Agitated Employee:an Agitated Employee:

Notify another person that you are Notify another person that you are going into a meeting.going into a meeting.

Leave the door open, and sit by the Leave the door open, and sit by the door.door.

Invite another person to join you in the Invite another person to join you in the meeting.meeting.

Notify security that you are having the Notify security that you are having the meeting.meeting.

If the Situation If the Situation Continues to Escalate:Continues to Escalate:

Get yourself and others away from the Get yourself and others away from the potentially violent person.potentially violent person.

Know and follow the workplace Know and follow the workplace emergency action plan.emergency action plan.

Call 9-1-1 or your building securityCall 9-1-1 or your building security Get out or hide.Get out or hide. Evacuate the area.Evacuate the area.

Dealing with Troubled Dealing with Troubled EmployeesEmployees

Identify job-related performanceIdentify job-related performance Treat the employee with dignity Treat the employee with dignity

and respect. Listen well.and respect. Listen well. Document performanceDocument performance Notify and consult with HRNotify and consult with HR Discuss with employee and set Discuss with employee and set

clear goalsclear goals

Dealing with Troubled Dealing with Troubled Employees (cont.)Employees (cont.)

Refer the employee to the EAP for Refer the employee to the EAP for evaluationevaluation

Recommend that employee utilize Recommend that employee utilize HR as a resource for assistanceHR as a resource for assistance

Notify EAP of referralNotify EAP of referral Follow-upFollow-up

What Your Organization Can What Your Organization Can Do:Do:

NIOSH RecommendationsNIOSH Recommendations Develop a system for documenting violent Develop a system for documenting violent

incidents in the workplace, threat assessment incidents in the workplace, threat assessment team.team.

Develop a workplace violence prevention policy Develop a workplace violence prevention policy which should indicate zero-tolerance of violence .which should indicate zero-tolerance of violence .

Policies should be publicized company-wide and Policies should be publicized company-wide and training sessions held.training sessions held.

OSHA RecommendationsOSHA Recommendations

Physical barriers such as bullet-resistant enclosures.Physical barriers such as bullet-resistant enclosures. Alarm systems, panic buttons.Alarm systems, panic buttons. Bright and effective lighting.Bright and effective lighting. Adequate staffing.Adequate staffing. Arranging of furniture to prevent entrapment.Arranging of furniture to prevent entrapment. Publicized emergency procedures.Publicized emergency procedures. Installation of video surveillance equipment/CCTV.Installation of video surveillance equipment/CCTV. Established liaison with local police.Established liaison with local police. Training in identifying hazardous situations and Training in identifying hazardous situations and

appropriate responses in emergencies.appropriate responses in emergencies.

Security DevelopmentSecurity Development

Define the company assets that Define the company assets that need protection and establish need protection and establish prioritiespriorities

Assess ability to respond quicklyAssess ability to respond quickly Establish policies Establish policies Provide training programsProvide training programs Establish resourcesEstablish resources

Personnel SelectionPersonnel Selection

Thoroughly screen candidatesThoroughly screen candidates Check referencesCheck references More than one person interviewMore than one person interview Evaluate according to CompetencyEvaluate according to Competency Evaluate according to Character Evaluate according to Character

and Chemistryand Chemistry

Supervisor TrainingSupervisor Training

Training on early warning signsTraining on early warning signs ““Management by Observation”Management by Observation” Training on communication, Training on communication,

conflict resolution, and managing conflict resolution, and managing changechange

Employee Assistance Employee Assistance ProgramsPrograms

Professional Professional CounselingCounseling

ConfidentialityConfidentiality PrivacyPrivacy Management Management

ConsultationConsultation On-site trainingOn-site training

Psychological Psychological EvaluationsEvaluations

Fitness for DutyFitness for Duty Resources and Resources and

ReferralsReferrals Thorough follow-Thorough follow-

upup

Workplace Safety Tips:Workplace Safety Tips:Workplace SecurityWorkplace Security

Know how to reach security officials.Know how to reach security officials. Know where security equipment is located.Know where security equipment is located. Be aware of escape routes, post emerg. phone Be aware of escape routes, post emerg. phone

numbers.numbers. When entering with security card, do not let When entering with security card, do not let

others in by holding door open.others in by holding door open. In an elevator, stand near control panel. If you In an elevator, stand near control panel. If you

are attacked, press alarm button.are attacked, press alarm button. Don’t wear work ID in public.Don’t wear work ID in public.

Workplace Safety Tips:Workplace Safety Tips:Travel SafetyTravel Safety

When traveling, stay in hotel room When traveling, stay in hotel room near lobby. Ask for escort to room.near lobby. Ask for escort to room.

Always lock room door.Always lock room door.

Ask for identification from Ask for identification from unexpected visitors knocking on unexpected visitors knocking on door.door.

Workplace Safety Tips:Workplace Safety Tips:Parking SafetyParking Safety

Park in well-lit areas close to Park in well-lit areas close to destination.destination.

Walk with co-worker or security guard Walk with co-worker or security guard to car.to car.

Use extra caution in parking garage- Use extra caution in parking garage- there are lots of blind spots. there are lots of blind spots.

Write down location of your car, so Write down location of your car, so you don’t get lost and wander around.you don’t get lost and wander around.

Workplace Safety Tips:Workplace Safety Tips:Personal SafetyPersonal Safety

Don’t wear flashy or expensive Don’t wear flashy or expensive looking jewelry or watches.looking jewelry or watches.

Keep handbag and valuables locked Keep handbag and valuables locked and out of sight.and out of sight.

Develop personal safety plan, such Develop personal safety plan, such as calling someone before leaving as calling someone before leaving work.work.

Get mobile phone for emergencies.Get mobile phone for emergencies.

Self-AssessmentSelf-Assessment(True or False)(True or False)

Physical assault is the only form of workplace violence.Physical assault is the only form of workplace violence. Workplace violence can occur in the employee cafeteria.Workplace violence can occur in the employee cafeteria. It is important to know your organization’s policies and It is important to know your organization’s policies and

procedures for preventing violence in the workplace.procedures for preventing violence in the workplace. A customer feels he or she had bad service and shoves A customer feels he or she had bad service and shoves

the server as as he or she walks out of the restaurant. the server as as he or she walks out of the restaurant. This is an example of workplace violence.This is an example of workplace violence.

After workplace violence occurs, victims can seek After workplace violence occurs, victims can seek assistance from the Employee Assistance Program (EAP) assistance from the Employee Assistance Program (EAP) or Human Resources (HR) office.or Human Resources (HR) office.

Self-Assessment (Cont.)Self-Assessment (Cont.) The most important action you can take is to report The most important action you can take is to report

the event, regardless of the level of violence.the event, regardless of the level of violence. Two co-workers are in a fistfight, but they work out Two co-workers are in a fistfight, but they work out

the issue out for themselves. This event should be the issue out for themselves. This event should be reported to a supervisor.reported to a supervisor.

A personal safety plan is of no use in the workplace.A personal safety plan is of no use in the workplace. If you witness a violent event in the workplace but If you witness a violent event in the workplace but

are not directly involved, do not report it.are not directly involved, do not report it. If confronted by a violent person in the workplace , If confronted by a violent person in the workplace ,

remain calm and speak softly, slowly and clearly.remain calm and speak softly, slowly and clearly.