Workplace Violence AR 321

Training objectives

Define workplace violence and the four categories Present key facts about workplace violence List risk factors for potential violence at the workplace Describe several ways to prevent violence at work Prioritize post-incident reporting and response

procedures Describe the key elements in a workplace violence

prevention policy Discuss how to handle an angry individual

OSHA Definition

Workplace violence is violence or the threat of

violence against workers. It can occur at or

outside the workplace and can range from

threats and verbal abuse to physical assaults and

homicide, one of the leading causes of job-related

deaths. However it manifests itself, workplace

violence is a growing concern for employers and

employees nationwide.

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

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.

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

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

Key Facts

According to NIOSH, Every Week 20 Workplace Homicides 18,000 Workers Assaulted Domestic Violence is responsible for

16% of workplace homicides Homicide is the leading cause of death

at work for women.

Source: National Institute for Occupational Safety and HealthSource: National Institute for Occupational Safety and Health

Key Facts (Con’t)

Insatiable electronic media demands 24/7 TV news The Internet

Government and government workers easy targets for angry citizens Changes in government benefits and services Entitlement philosophy

Risk Factors

Contact with the public Exchange of money Delivery of passengers, goods or services Mobile workplace (cab, police) Working with unstable or volatile persons Working alone or in a small group Working Late night/early morning Working High crime area Guarding valuable property Working community-based settings

Five Warning Signs of Escalating Behavior

Confusion Frustration Blame Anger Hostility

Warning Signs of Confusion

The person appears bewildered or distracted.

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

Responses to Confusion

Listen attentively to the person Ask clarifying questions Give factual information

Warning Signs of Frustration

The person is impatient and reactive

The person resists information your are giving them

The person may try to bait you

Responses to Frustration

Move the person to a quite location Reassure them, talk to them in a

calm voice Attempt to clarify their concerns

Warning Signs of Blame

The person places responsibility on everyone else

They may accuse you or hold you responsible

They may find fault with others They may place blame on you

Responses to Blame

Disengage with the person and bring a second party into the discussion

Use a teamwork approach Draw the person back to the facts Focus on areas of agreement to

help resolve the situation

Warning Signs of Anger

The person may show a visible change in body posture

Actions may include pounding fists, pointing fingers, shouting or screaming

This signals VERY RISKY BEHAVIOR

Responses to Anger

Don’t argue with the person Don’t offer solutions Prepare to evacuate the area or

isolate the person Contact your supervisor

Warning Signs of Hostility

Physical actions or threats appear imminent

There is immediate danger or physical harm or property damage

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

Responses to Hostility

Disengage with the person and evacuate the area

Attempt to isolate the person if it can be done safely

Alert your supervisor

Workplace Violence

Play Video

Report it – tell your supervisor

Don’t assume it will get better Don’t over react Don’t become a part of the problem

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 File an incident report

Actual Cases

Fort Hood – 11/05/2010, Nidal Hasan Fatally shot soldiers.

Carson City IHOP – 09/11/2011, Gunman opens fire killing four wounding seven plus self.