WORKPLACE VIOLENCE Definition Workplace violence is any physical

WORKPLACE VIOLENCE

Definition Workplace violence is any physical assault, threatening behavior, or verbal abuse occurring in the work setting A workplace may be any location either permanent or temporary where an employee performs any work-related duty

Definition This includes, but is not limited to, the buildings and the surrounding perimeters, including the parking lots, field locations, clients’ homes and traveling to and from work assignments

How Big Is The Problem? n Nationally – 1 million individuals are the victim of a violent workplace crime each year (BJS) – This represents 15% of all violent crimes committed annually in America (BJS) – The 1998 National Crime Victimization Survey estimates some 2 million American workers are victims of workplace violence each year.

Classifications of Workplace Violence n Type I – Criminal Intent – Perpetrator has no legitimate relationship to the organization or its employees – A crime is usually being committed in conjunction with the violence § Robbery, shoplifting, criminal trespassing

Classifications of Workplace Violence (con’t) n Type II – Customer/Client – The perpetrator has a legitimate relationship with the organization – The recipient or object of services provided by the affected workplace or victim – This category includes customers, clients, patients, students, inmates, etc.

Classifications of Workplace Violence (con’t) n Type III – Worker-on-Worker – The perpetrator is an employee or past employee of the organization who attacks or threatens fellow past or present employees – May be seeking revenge for what is perceived as unfair treatment – Includes employees, supervisors and managers

Classifications of Workplace Violence (con’t) n Type IV – Personal Relationship – The perpetrator usually does not have a legitimate relationship with the organization, but has or has had a personal relationship with the intended victim – May involve a current or former spouse, lover, relative, friend, or acquaintance – Domestic violence carried out at the workplace – The perpetrator is motivated by perceived difficulties in the relationship or by psychosocial factors that are specific to the perpetrator

Indicators of Potential Workplace Violence n n Intimidating, harassing, bullying, belligerent or other inappropriate and aggressive behavior Numerous conflicts with customers, coworkers or supervisors Bringing a weapon to the workplace (unless job related) Making inappropriate references to guns

Indicators of Potential Workplace Violence (con’t) n Making threats or idle threats about using a weapon to harm someone n Making statements showing a fascination with incidents of workplace violence n Making statements indicating approval of the use of violence to resolve a problem

Indicators of Potential Workplace Violence (con’t) n Making statements indicating the identification with perpetrators of workplace homicides n Statements indicating desperation over family, financial or other types of personal problems n Statements about contemplating suicide

Behavior Warning Signs of Potential Violence Male (80% or better) n White (75% or better) n Working age (90% or better) n Will display one or more of the following behaviors (90% or better) n – A history of violence – Evidence of psychosis

Behavior Warning Signs of Potential Violence – Evidence of drug and/or alcohol dependence – Evidence of depression and withdrawal – A pattern of pathological blaming – Evidence of impaired neurological functioning – An elevated frustration level – An interest/fascination in weapons – Evidence of a personality disorder

Behavior Warning Signs of Potential Violence – Unexplained increase in absenteeism – Noticeable decrease in attention to appearance and personal hygiene – Has a plan to “solve all problems” – Resistance and over reaction to changes in policies or procedures – repeated violations of the organization’s policies

Preventing Workplace Violence n Three general approaches to prevention – Environmental – Administrative/Organizational – Behavioral/Interpersonal Source: University of Iowa, Injury Prevention Research Center, February 2001

Preventing Workplace Violence (con’t) n Environmental – – – Adequate inside and outside lighting Secure entrances and exits Security hardware § § Turnstiles Key cards Smart cards Biometric systems – Physical barriers

Preventing Workplace Violence (con’t) n Administrative/Organizational – Programs § § § Workplace Violence Plan Threat Assessment Team EAP – Policies § § § Harassment Workplace violence SOPs

Preventing Workplace Violence (con’t) n Behavioral/Interpersonal – Changing employee attitudes toward security – It won’t happen to me – Staff training – Train staff to anticipate, recognize and respond to conflict and potential violence in the workplace § § § Personal security techniques Non-violent crisis intervention techniques De-escalation techniques Communication techniques How to report violent, inappropriate, disruptive or threatening behavior

Special Issues for Field Forces Need to develop specific safety guidelines to employee’s specific situation and the problems they are likely to encounter n Preparation of daily work plans/itinerary (e. g. flight plan) n Maintaining periodic contact throughout their tour of duty n

Special Issues for Field Forces (con’t) Use of a buddy system n Need to recognize potentially dangerous situations ahead of time, so back-up can be secured/started or a strategy implemented so the employee does not go in alone n Source: U. S. Department of Agriculture, 1998

HOW TO BE PREPARED

How To Be Prepared n Know the warning signs that a potential threat exists n Know where the office and building exits are n Develop code words with co -workers to indicate an emergency or crisis situation

FIRST ACTIONS TO TAKE

When Faced With A Potentially Violent Situation n Stay calm – assess the situation n Determine the safest location n Call 911 n Be prepared to give accurate information and follow their instructions n Don’t play hero

STRATEGIES TO DEFUSE CONFRONTATIONAL SITUATIONS

Strategies To Defuse Confrontational Situations Try Not To Exhibit Anger, Fear, Or Anxiety n n n Project calmness: move and speak slowly, quietly and confidently Let the person vent. Be truthful. Maintaining credibility is very important!

Strategies To Defuse Confrontational Situations Listen Carefully, Allowing A Total Airing Of The Grievances Without Comment Or Judgment – Maintain eye contact, indicating your full attention and indicating respect. n Maintain a relaxed yet attentive posture and position yourself at a right angle rather than directly in front of the other person n If you talk at all, ask questions that call for long, narrative answers that can assist in defusing the situation. n

Strategies To Defuse Confrontational Situations n Acknowledge the person’s feelings. Indicate that you can see he/she is upset Allow Them To Suggest A Solution – n People will more readily agree to resolutions they help formulate.

Strategies To Defuse Confrontational Situations Finally, Attempt To Forge A Win-Win Resolution – n n n Saving face will be paramount to the individual. Many times, people just want to be heard. Look for an opportunity to negotiate bringing in outside assistance

Personal Conduct to Minimize Potential Violence DO NOT: Reject all of the person’s demands from the start n Pose in a challenging stances such: n – Standing directly opposite someone – Hands on hips or with crossed arms Avoid any physical contact n Make any sudden movements n Challenge, threaten or dare the individual n

Potential Risk Factors · · · Working in isolation Working after regular work hours Lack of controlled access to worksite Dealing with customers with past violent behavior Potential weapons (such as scissors) easily visible and accessible Lack of alternate escape route

Potential Prevention Measures Training (including de-escalation techniques appropriate to your industry) · Control access to worksite (e. g. , posted restricted access, locked doors) · Examine and address employee isolation factors · Quick communication method to alert security ·

Potential Prevention Measures · Eliminate easy access to potential weapons · Client referral/assistance programs · Set up worksite so employees are not trapped from exiting · Provide security personnel · Post laws against assault, stalking or other violent acts

Case Study The office staff consists of 3 employees, 2 of who spend much of their workday out of the office. On 2 occasions, clients who came into the office lost their tempers because they received answers they did not like. Several times employees who conduct business outside the office were targets of threats and aggressive behavior. What would you suggest?

Case Study- Possible Suggestions n Install a panic button in the office that is connected to a security service. n Install a video camera(with audio) in the public areas to record any incident that occurs in the office. n Reconfigure office furniture, especially in public areas, to maximize security.

Case Study- Possible Suggestions n Provide personal safety training to all employees. n Provide employees with copies of the laws regarding harassment, battery and stalking n Establish a system for employees in the field to check in periodically throughout the day – I’m entering the Jones residence, and I’ll call back in 30 minutes

Summary n There is no guaranteed prevention program for workplace violence. Human nature is too unpredictable, so… n We all need to recognize the danger signals and act upon them before an individual’s frustration is manifested as a behavioral reaction.