How To Prevent Workplace Violence

Kathryn Carlson, SPHRDirector, HR Management Products

Speakers

Becky RossMarketing Manager - KPA

303.228.8753

bross@kpaonline.com

PresenterModerator

Kathryn Carlson, SPHRDirector HR Management Products

303.228.8765

kcarlson@kpaonline.com

If you have questions during the presentation, please submit them using the “Questions” feature

Questions will be answered at the end of the webinar

QUESTIONS

What Is Workplace Violence?

Any physical assault, threatening behavior or act of verbal abuse toward persons at work or on duty (National Institute for Occupation Safety and Health)

Scope of Workplace Violence

Any conduct which causes an individual to reasonably fear for his or her personal safety or the safety of his or her coworkers, family, friends and/or property

• Physical assaults with or without weapons• Bullying and intimidation• Stalking• Coercion• Domestic violence in the workplace

Workplace Violence Statistics

22% percent of workplace homicides involve former employees

43% percent of workplace homicides involve current employees

21% of workplace homicides involve domestic disputes

Workplace homicides declined 7 percent in 2010 to the lowest total ever recorded by the fatality census, but workplace homicides involving women increased by 13 percent

14% involve customers on clients

18% of all work-related fatal occupational injuries are homicides

16,910 cases of non-fatal assaults and violent acts by persons requiring days away from work in private industry

*Bureau of Labor Statistics

Causes of Workplace Violence

Workplace violence is rarely “random” or “unpredictable” but results from interaction from two factors

Personal Factors

Workplace Factors

Employer Obligations

Every employer has an obligation to prevent unlawful harassment that creates a hostile or offensive work environment.

• Title VII (plus parallel state law) • Age Discrimination in Employment Act• Americans with Disabilities Act

Employer Obligations

Federal Occupational and Safety Act (OSHA) requires employers to protect employees against “recognized workplace safety and health hazard. Workplace violence is such hazard.

Employer Obligations

Employers may be held liable for the violent acts of an employee if the employer:

• Negligently hired the employee• Negligently supervised the employee• Negligently trained the employee• Negligently retained the employee

Employee Rights

Employees are protected against discrimination due to mental or emotional conditions but employers may terminate employees who are:

• A direct threat to the safety of health of the employee or others

• Unqualified to perform the job

Employee Rights

Employees are protected against discrimination due to mental or emotional conditions but employers may terminate employees who are:

• A direct threat to the safety of health of the employee or others

• Unqualified to perform the job

Employee Rights

Employees are protected against discrimination due to mental or emotional conditions but employers may terminate employees who are:

• A direct threat to the safety of health of the employee or others

• Unqualified to perform the job

Workplace Violence Prevention

Asse

ss Risk Plan Action

Educ

ate

People

Assess External Risk Factors

1. Working alone or in small numbers

2. Working late night/early morning

3. Working with money

4. Delivering passengers, goods or services

5. Having a mobile workplace

6. Working in high crime areas

7. Guarding property or possessions

8. Contact with the public

Assess Internal Risk Factors

1. Highly competitive sectors with intense workloads,

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

Plan Actions

1. Don’t permit employees to work alone late at night or early morning

2. Require buddy system or security escort if employees work late

3. Redesign workspace to prevent entrapment

4. Train staff in ways to diffuse violence.

6. Place curved mirrors at hallway intersections

7. Maintain good lighting indoors and outdoors

8. Prepare plan for consumers who “act out”

9. Control access to employee work areas.

Plan Documentation

• Zero Tolerance Statement• Anti- Harassment Policy• Availability of Resources Human Resources Security Employee Assistance Program (EAP)• Procedures Reporting concerns, threats or acts Emergency

Educate People

• Anti- Harassment Training• Conflict Resolution Training• Violence Prevention Warning signs Prevention Response

Five Warning Signs of Escalating Behavior

1. Confusion

2. Frustration

3. Blame

4. Anger

5. Hostility

Confusion

• The person appears bewildered or distracted.

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

• Listen attentively to the person

• Ask clarifying questions

• Give factual Information

Frustration

• The person is impatient and reactive

• The person resists information you are giving them

• The person may try to bait you

• Move the person to a quiet location

• Reassure them, talk to them in a calm voice

• Attempt to clarify their concerns

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

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

• Use a teamwork approach

• Draw the person back to the facts

• Show respect and concern

• Focus on areas of agreement to help resolve the situation

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!

• Don’t argue with the person

• Don’t offer solutions• Prepare to evacuate

the area or isolate the person

• Contact your supervisor and security personnel

Hostility

• Physical actions or threats appear imminent

• There is immediate danger of physical harm or property damage

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

• Disengage with the person and evacuate the area

• Attempt to isolate the person if it can be done safely

• Alert your supervisor and contact security immediately

Responding to a Violent Incident

1. Isolate/secure the work area

2. Call 9-1-1 if an emergency

3. Seek medical attention for victims

4. Report the incident to your supervisor

5. Report the incident according to company policy

6. File an incident report

7. If psychological trauma occurs call EAP for post-incident debriefing

8. Give a referral to EAP to the victim

7 Steps for Personal Safety

Assess the work environment Pay attention to warning signs Promote respect Eliminate potential weapons Know your response procedures Trust your instincts Use a team approach

9 Steps to Prevent Workplace Violence

1. Establish and communicate both an anti-harassment and an Violence Prevention Plan

2. Perform pre-employment assessments and background checks

3. Establish an Employee Assistance Program

4. Promote respect and courtesy in the workplace

5. Train supervisors to recognize warning signs of employee violence

6. Recognize "at risk" situations like employee discipline or discharge and plan accordingly

7. Consider professional evaluations of at-risk employees based on objective signs of workplace problems

8. Assess workplace security measures

9. Develop and Communicate a Disaster Management Plan

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