violence in the workplace in 2017...the goal of the workplace security policy is to promote the...
TRANSCRIPT
Violence in the Workplace in 2017
Are You Protected?
About the Webinar
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About Our Speaker Cindy Wagner, Director of Crawford HR Services
Cindy possesses 30+ years of progressive and diverse human resources, compliance, and leadership experience that spans from start-up to established organizations. She has extensive hands-on experience leading HR initiatives including policy design, performance management, recruiting, compliance reporting, compensation, benefits administration, HRIS implementation, HR workflow development, leadership development and training, safety management, mergers and acquisitions, and payroll administration.
Cindy’s employment history includes positions in both the private and public sectors supporting employers with employee populations of 100 – 7,500 employees. Her vast level of expertise includes seven recent years as a Vice President of Human Resources and Payroll Services in a leadership and operations role. Cindy is focused on providing human resources strategic based solutions and compliance support to our clients. She is active in the HR business community and is a member of SHRM, CHRA, CC SHRM and the Hunt Valley Business Forum.
Agenda
The purpose of this presentation is to provide our attendees with the knowledge to recognize and handle potential workplace violence situations. In today’s presentation we will:
• Review the definition of Workplace Violence, • Define techniques to identify potentially violent
employees, • Identify methods to help defuse violent situations, • Discuss provisions and goals for your Workplace
Security Policy; and • Outline measures for risk reduction.
Headline News – Alarming Cases involving workplace violence throughout the United States:
• Wal-Mart, Amarillo, TX – June 2016, Shots Fired With Peaceful Resolution • Baltimore City Department of Public Works, Baltimore, MD - March 2016,
Deadly Shooting • Pennsylvania Turnpike System, Newville, PA – March 2016, 2 Murdered • San Bernardino School Shooting, San Bernardino, CA – December 2015 • P.F. Chang’s Restaurant, Peabody, MA – September 2015, Deadly Stabbing • Columbia Mall Shooting, Columbia, MD – January, 2014 • United States Post Office, Dearborn, MI – December 1993, 1 Murdered/2
Wounded/Suicide • United States Post Office, Edmond, OK – August 1986,
14 Murdered/6 Others Wounded • Neptune Worldwide Moving Company ,
New Rochelle, NY – February 1977, 6 Murdered/4 Wounded/Suicide
• And the list goes on …
What is Workplace Violence? Any act or threat of physical violence, harassment, intimidation, other threatening disruptive behavior that occurs in or is related to the work site and entails a substantial risk of physical or emotional harm to individuals or damage to company resources and capabilities.
The Occupational Safety and Health Administration (OSHA) also includes:
• Theft • Stalking • Arson • Sabotage • Bombing
• Taking Hostages • Kidnapping • Extortion • Suicide • Homicide
Poll Question #1
True or False
OSHA cannot fine companies that experience workplace violence because it is unpredictable and OSHA has no workplace standard or law.
The National Institute for Occupational Safety and Health (NIOSH) classifies perpetrators of workplace violence into 4 categories:
• Type 1 – No connection with the workplace and typically crime is committed in conjunction with violence
• Type 2 – Maintains legitimate relationship with the business and becomes violent engaging in business.
• Type 3 – Employee or past employee who attacks or threatens co-worker or former co-worker in the workplace.
• Type 4 – No relationship with the business, but maintains personal relationship with the intended victim. Also includes victims of domestic violence assaulted or threatened while at workplace.
Participants in Workplace Violence
Employees = Current and Former
External Customers and Visitors to the Workplace
Family Members or Domestic Partners
Workplace Violence Does Not Include:
• Annoying behavior
• Disliking a co-worker
• Rude customers and/or visitors
Identifying Potentially Violent Employees
• Knowing when a person may exhibit violence can be extremely difficult
• All violent people do not show signs of violence
• Not all signs of violence will be demonstrated
• One behavior or physical sign may not be a strong indicator
• Numerous warning signs increase the potential for violence
Warning Signs – What to watch for?
• Written, oral, or implied threats or intimidation
• Fascination with weaponry or acts of violence
• Theft or sabotage of projects and/or equipment
• Alcohol or drug abuse in the workplace • Expressions of hopelessness or
heightened anxiety • Intention to hurt self or others • Lack of concern for their own or safety
of others • Externalization of blame • Irrational beliefs and ideas
• Romantic obsession • Displays of excessive
or unwarranted anger • Feelings of victimization • Inability to take criticism • New or increased sources of stress at
home or work • Productivity and/or
attendance problems
Identifying Potentially Violent Employees
Threatening Behavior:
• Shares intentions to bring harm to another person
• Frequently holds grudges
• Extreme behavior, i.e., frequent phone calls, obsessions, gifting
• Anxiety about violence
Predictive Behaviors
History of Violence:
• Fascination with weaponry
• Evidence of prior violent-type behavior
• Demonstrated violence towards inanimate objects
Identifying Potentially Violent Employees
Intimidating Behavior:
• Often argumentative
• Displays unwarranted anger toward self and others
• Uncooperative, impulsive, and easily frustrated
• Frequently challenges peers and figures of authority
Predictive Behaviors
Increased Personal Stress:
• Serious family and/or financial problems
• Recent change in employment status
• Unreciprocated romantic obsession
Identifying Potentially Violent Employees
Socially Challenged/Isolated:
• Limited family and friends
• Negative interpersonal relationships
• Establishes workplace as a home and coworkers as family members
• Demonstrates compulsive connection to his or her job
Predictive Behaviors
Identifying Potentially Violent Employees
Predictive Behaviors
Recognized Mood Swings or Changes in Behavior:
• Bizarre or extreme behavior
• Irrational ideas or beliefs
• Appears to suffer from depression and/or increased anxiety levels
• Recognized decline in overall work performance
Harmful Personality Traits:
• Suspicious of others
• Possesses sense of entitlement
• Unable to accept criticism
• Feels victimized
Identifying Potentially Violent Employees
Poll Question #2 Which of the following is not an example of workplace violence?
a. A patient who assaults a healthcare professional who is trying to treat him
b. An employee who routinely berates and verbally abuses coworkers
c. The domestic partner of an employee who shows up at the office and threatens his/her partner
d. All of these are examples of workplace violence
Methods to Defuse Violent Situations
Recognition – Early warning signs
Examples of a hostile situation: • Changes in speech patterns –
loud, frantic and fast • Verbally abusive –
intimidating and/or bullying • Presence of gesturing • Aggressive body language –
pointing, clinching of fists, space invader
• Discourteous and/or disrespectful - issuing personal insults and threats
• Uncooperative
Methods to Defuse Violent Situations Exercise the following steps when addressing a potentially violent person:
• Evaluate the situation internally • Call for assistance in
assessing/responding, if needed • Exercise patience, empathy when
speaking with the individual • Listen, encourage communications • Remain calm, speak slowly, softly,
and clearly • Demonstrate a sense of relaxed and
attentive posture toward the individual
• Position your body outside of their direct path
• Focus attentively on the feelings the individual is expressing
• Suggest that you move to a location where the individual could speak confidentially
• Ask questions relevant to complaint • Express reassurances • Suggest options for resolution • Place yourself in a location to exit
promptly
Avoid:
• Promises – Be careful not to make promises you can’t keep
• Physical contact – Don’t establish a physical connection
• Heroism – No need to be the “Hero”
Methods to Defuse Violent Situations
Actions are critical in violent situations.
Goals:
• Divert aggression
• Safety of others
• Personal safety
Steps include:
• Recovery – Employees and families
• Evaluation – Room for improvement?
• Employee Assistance Program – Call upon the Subject Matter Experts (SMEs)
What Comes Next?
Actions following a violent incident in the workplace are critical to the healing process.
Recovery:
• Stage 1 – Employees – Emotional and physical responses
• Stage 2 – Impact Stage – Reality = Short-term and long-term emotions
• Stage 3 – Reconciliation Stage – Evaluation and closure
What Comes Next?
Evaluation:
• Incident Review • Rewind the events • Identify exposures
• Management Reporting – Recommendations for improvements and prevention
Employee Assistance Program (EAP):
• Employee Assistance Program (EAP)
• Employ services of EAP Team – Employees and family members need reassurances
Poll Question #3
True or False
Employers should be prepared to provide medical and psychological counseling and debriefing for employees who experience or witness violent incidents.
Developing an effective Workplace Violence Prevention Program
Prevention Program
Requires customization to fit company needs: • Size • Resource Levels • Logistics
Primary components of program: • Employee involvement • Risk evaluation • Detailed written policy • Management and Employee training • Exercises and drills • Recordkeeping • Regular program evaluation
Policy should state employer’s approach to preventing incidents of violence and outline the duties and responsibilities of management and employees. The written policy should include:
• Zero tolerance for workplace violence
• Definition of workplace violence and unacceptable behavior
• Instructions for reporting incidents of workplace violence
• Outline of disciplinary actions for violations of the policy
Workplace Security Policy - Provisions
Zero Tolerance Sample – Our company provides a safe workplace for all employees, customers, and third parties. All employees should review and understand all provisions of this workplace violence policy to ensure a safe workplace and help reduce the risk of violence.
Workplace Violence Definition – Workplace violence is any act or threat of physical violence, harassment, intimidation, or other threatening disruptive behavior that occurs at the work site.
Unacceptable Behavior Definition – Employees are prohibited from making threats or engaging in violent activities. The following types of behavior are prohibited: • Causing physical injury to another person • Making threatening remarks • Aggressive or hostile behavior that creates a reasonable fear of injury to another
person or subjects another individual to personal distress • Intentionally damaging company property or property of another employee • Possession of a weapon while on company property or while on company
business* • Committing acts motivated by, or related to, sexual
harassment or domestic violence
Workplace Security Policy - Provisions
*Check specific state rules for weapons possession on company property guidelines.
Reporting and Recordkeeping Procedure should address the following requirements:
• Report all potentially dangerous situations to supervisor or the Human Resources Representative
• Appoint a corporate representative who becomes the point person when handling internal communications and coordination of external affairs, i.e., Corporate Security Officer.
• Provide outlet for anonymous reports and confidentiality guidelines
• Create a Workplace Security Policy Infraction Incident Report
• Counseling
• Internal investigations
• Evacuation protocols
Workplace Security Policy - Provisions
Sample Goal Statement: The goal of the Workplace Security Policy is to promote the safety and well-being of all people in our workplace. All incidents of violence or threatening behavior will be investigated with the highest level of security and responded to immediately upon notification. If appropriate, ABC Company will provide counseling services or referrals for employees.
Workplace Security Policy - Goal
What is Risk? • Noun = a situation involving exposure • Verb = to expose (someone or something of value) to danger,
harm, or loss
Risk Reduction Measures
Compliance Directive – Federal Level • Occupational Safety and Health Administration Requirement –
General Duty Clause
Compliance – Federal, State & Local • 24 States – Adoption of additional standards and enforcement
policies • Domestic Violence Laws – Threats, stalking,
and other domestic type violence impacting employers
Poll Question #4
Which of the following is not a risk factor for workplace violence?
a. Handling money
b. Working alone
c. Working outside
d. Working where alcohol is served
Common sense practices:
• Hiring
• Safety
• Risk assessment
• Counseling for individual situations
• At risk employees
• Training and routine drills
• Incident Management Resources – EAP
Risk Reduction Measures
Risk Reduction Measures Workplace Violence Committee or Task Force – Identify action team comprised of employees at various levels to train on corporate guidelines and objectives. Meet routinely to update policy, reinforce expectations, train, and conduct routine drills. Employees are our best advocates for employee safety!
• Adopt and Promote Workplace Violence Prevention Policy
• Establish Clear Codes of Conduct • Organize Awareness and Training
Sessions • Do Not Allow Conflicts to Escalate
into Harassment or Acts of Violence – Zero Tolerance!
• Set-up Effective Lines of Communication
• Pay Attention! • Encourage Acceptance of Individual
Differences
Poll Question #5
Which of the following is a good method to try to defuse a violent situation?
a. Agree to anything to ensure the individual calms down
b. Communicate in a calm and slow demeanor c. Touch the individual on the arm to show
empathy d. Pay attention to the individual to
demonstrate interest e. B and D
In Summary…
If you have any further questions about the information discussed in this
presentation please feel free to contact us at:
Crawford Advisors, LLC
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