Crisis Negotiation Detail

Security Issues Security Issues &&

Workplace ViolenceWorkplace Violence

Faheem Ul HasanFaheem Ul Hasan

Program Highlights

Situations that fit the definition of workplace Situations that fit the definition of workplace violence violence

Key statistics associated with non-fatal assault Key statistics associated with non-fatal assault Key statistics associated with workplace homicide Key statistics associated with workplace homicide The types of workplace violence The types of workplace violence Ten risk factors associated with workplace Ten risk factors associated with workplace

violence violence Warning signs of possible workplace violence Warning signs of possible workplace violence

What Is Workplace Violence?

Workplace violence is any physical assault, Workplace violence is any physical assault, threatening behavior, or verbal abuse threatening behavior, or verbal abuse occurring in the work setting. Examples of occurring in the work setting. Examples of workplace violence include: workplace violence include:

  

What Is Workplace Violence?

Shootings Shootings Stabbings Stabbings Rapes Rapes Beatings Beatings Suicides Suicides Psychological traumas Psychological traumas Threats or obscene phone calls Threats or obscene phone calls Intimidation Intimidation Harassment of any nature Harassment of any nature

TYPES OF WORKPLACE VIOLENCE

The problem of workplace violence is The problem of workplace violence is hugehuge and the circumstances surrounding it are and the circumstances surrounding it are diverse, making it difficult to fully diverse, making it difficult to fully comprehend. To make it easier, we divide comprehend. To make it easier, we divide the problem of workplace violence into the problem of workplace violence into smaller categories. Specifically, smaller categories. Specifically, we classifywe classify it by the type of relationship between the it by the type of relationship between the victim and the offender. victim and the offender.

Using this classification, there are four types of workplace violence:

Violence by Strangers Violence by Strangers Violence by Customers or Clients Violence by Customers or Clients Violence by Co-workers Violence by Co-workers Violence by Personal Relations Violence by Personal Relations

Violence by Strangers

PerpetratorPerpetrator In this type of violence, the perpetrator has no relationship to the In this type of violence, the perpetrator has no relationship to the

worker or workplace.worker or workplace.

ExamplesExamples The most common examples of stranger violence include:The most common examples of stranger violence include: Robbery Robbery Mugging Mugging Rape Rape Acts of terrorism are also considered examples of violence by Acts of terrorism are also considered examples of violence by

strangers.strangers.

Violence by Strangers (continued)

StatisticsStatistics Violence by strangers is the most frequent type of workplace violence. Violence by strangers is the most frequent type of workplace violence.

Between 1993 and 1999, in more than half of all workplace Between 1993 and 1999, in more than half of all workplace victimizations, the perpetrator was a stranger. For workplace victimizations, the perpetrator was a stranger. For workplace homicide, the percentage of violence by strangers was even higher.homicide, the percentage of violence by strangers was even higher.

Violence by strangers accounted for:Violence by strangers accounted for: 56% of non-fatal workplace victimizations 56% of non-fatal workplace victimizations 84% of workplace homicides 84% of workplace homicides In contrast, outside of work, people are far more likely to be In contrast, outside of work, people are far more likely to be

victimized by people they know than by strangers. For example, in all victimized by people they know than by strangers. For example, in all locations (including but not limited to work) only 14% of homicides locations (including but not limited to work) only 14% of homicides between 1976 and 1999 were committed by strangers. between 1976 and 1999 were committed by strangers.

Source: NCVSSource: NCVS

Violence by Customers or Clients

PerpetratorPerpetratorPerpetrators of this type of workplace violence Perpetrators of this type of workplace violence

include:include: Customers Customers Clients Clients Patients Patients Passengers Passengers Criminal suspects Criminal suspects Prisoners Prisoners

Violence by Customers or Clients (continued) Examples of violence by customers or clients include:Examples of violence by customers or clients include: A customer complaint escalating into a fistfight A customer complaint escalating into a fistfight A former client with a grudge against a business deciding to "get A former client with a grudge against a business deciding to "get

even" even" A patient acting out due to mental illness or drug use A patient acting out due to mental illness or drug use A passenger violently protesting a fare A passenger violently protesting a fare A criminal suspect or prisoner resisting arrest or attempting escapeA criminal suspect or prisoner resisting arrest or attempting escape

StatisticsStatistics Between 1993 and 1999, 4% of workplace homicides were committed Between 1993 and 1999, 4% of workplace homicides were committed

by customers or clients. by customers or clients. Source: NCVSSource: NCVS

Violence by Co-Workers

Perpetrators of this type of workplace Perpetrators of this type of workplace violence include:violence include:

Current or former employees Current or former employees Current or former supervisor or manager Current or former supervisor or manager

Violence by Co-Workers (continued)

Examples of co-worker violence include:Examples of co-worker violence include: Bullying or threatening co-workers Bullying or threatening co-workers Dispute with supervisor becoming violent Dispute with supervisor becoming violent Office shooting triggered by a personnel action such as a firing or Office shooting triggered by a personnel action such as a firing or

mass layoff mass layoff Co-worker violence could also include threats to family members Co-worker violence could also include threats to family members

made by a co-worker in the workplace, for example, a disgruntled made by a co-worker in the workplace, for example, a disgruntled employee threatening to harm his supervisor's family.employee threatening to harm his supervisor's family.

StatisticsStatistics Violence by co-workers accounted for 7% of workplace homicides Violence by co-workers accounted for 7% of workplace homicides

between 1993 and 1999. between 1993 and 1999. Source: NCVSSource: NCVS

Violence by Personal Relations

Perpetrators of this type of workplace violence include:Perpetrators of this type of workplace violence include: Current or former intimate (spouse, boyfriend, or Current or former intimate (spouse, boyfriend, or

girlfriend) girlfriend) Relative Relative Friend Friend

ExamplesExamples After a victim of domestic violence seeks shelter, the After a victim of domestic violence seeks shelter, the

workplace may be the only place that the perpetrator can workplace may be the only place that the perpetrator can locate her. locate her.

A relative may enter a workplace to confront the victim A relative may enter a workplace to confront the victim over a family dispute. over a family dispute.

Violence by Personal Relations (continued)

StatisticsStatistics In cases of non-fatal workplace victimization between 1993 and 1999:In cases of non-fatal workplace victimization between 1993 and 1999: 1.1% were committed by intimates 1.1% were committed by intimates 0.5% were committed by other relatives 0.5% were committed by other relatives However, in cases of workplace homicide over the same period:However, in cases of workplace homicide over the same period: 3% were committed by intimates 3% were committed by intimates 1% were committed by other relatives 1% were committed by other relatives 1% were committed by friends or other acquaintances 1% were committed by friends or other acquaintances Source: NCVSSource: NCVS

More Than Numbers

Even though violence by personal relations Even though violence by personal relations accounts for a relatively small percentage of accounts for a relatively small percentage of workplace violence, it is still devastating to workplace violence, it is still devastating to the victim and disruptive to the workplace. the victim and disruptive to the workplace. Also, there is considerable risk that the Also, there is considerable risk that the perpetrator may assault other people perpetrator may assault other people attempting to protect the intended victim or attempting to protect the intended victim or who simply happen to be nearby. who simply happen to be nearby.

Risk Factors

Ten factors that may increase a worker's risk for workplace Ten factors that may increase a worker's risk for workplace assault have been identified by the National Institute for assault have been identified by the National Institute for Occupational Safety and Health (NIOSH).Occupational Safety and Health (NIOSH).

To make it easier to understand and remember the factors, To make it easier to understand and remember the factors, we'll look at them in four groups. Specifically, we'll look we'll look at them in four groups. Specifically, we'll look at risk factors that are related to:at risk factors that are related to:

People People Mobility Mobility Time and place Time and place Money and propertyMoney and property

Risk Factors – People

Some risk factors for workplace assault are related Some risk factors for workplace assault are related to working with people, including:to working with people, including:

Contact with the public Contact with the public Working with unstable or volatile persons, such as Working with unstable or volatile persons, such as

in health care, social services, or criminal justice in health care, social services, or criminal justice settings settings

Basic PrincipleBasic Principle These factors are related to people from the These factors are related to people from the

outside, such as strangers or clients, coming into outside, such as strangers or clients, coming into the workplace.the workplace.

Risk Factors - People (continued)

StrangersStrangers Most workplace violence is committed by Most workplace violence is committed by

strangers. Therefore, locations that are strangers. Therefore, locations that are accessible to the public are more vulnerable accessible to the public are more vulnerable than workplaces that are not.than workplaces that are not.

Risk Factors - People (continued)

Customers, Clients, Patients, etc.Customers, Clients, Patients, etc. Although any type of work that involves contact with people in the Although any type of work that involves contact with people in the

broad category of customers, clients, patients, etc. involves a certain broad category of customers, clients, patients, etc. involves a certain degree of risk of this type of violence, higher risk is associated with degree of risk of this type of violence, higher risk is associated with contact that is:contact that is:

Frequent (as opposed to rare) Frequent (as opposed to rare) Face-to-face (as opposed to telephone or mail contact)Face-to-face (as opposed to telephone or mail contact)

Examples of higher risk activities include:Examples of higher risk activities include: Taking someone into custody Taking someone into custody Refusing a request Refusing a request Taking a complaint Taking a complaint Repossessing property Repossessing property Requesting payment Requesting payment

Risk Factors – Mobility

Some risk factors apply to work that Some risk factors apply to work that involves moving among locations or involves moving among locations or working without a permanent location, working without a permanent location, including:including:

Delivery of passengers or goods Delivery of passengers or goods Having a mobile workplace such as a Having a mobile workplace such as a

taxicab or police cruiser taxicab or police cruiser Working in community-based settings Working in community-based settings

Risk Factors – Mobility

Basic PrincipleBasic Principle Instead of the risk of offenders coming into the workplace, Instead of the risk of offenders coming into the workplace,

these factors revolve around the risks associated with the these factors revolve around the risks associated with the worker going out. Mobility increases the potential for worker going out. Mobility increases the potential for unpredictability and isolation.unpredictability and isolation.

Mobility increases the risk of violence by strangers and Mobility increases the risk of violence by strangers and violence by customers or clients. In these cases, the risk violence by customers or clients. In these cases, the risk may be compounded because the victim may be going into may be compounded because the victim may be going into an unfamiliar setting, but one that the offender knows well.an unfamiliar setting, but one that the offender knows well.

Risk Factors – Time and Place

Some risk factors are related to time and Some risk factors are related to time and place, including:place, including:

Working alone or in small numbers Working alone or in small numbers Working late at night or during early Working late at night or during early

morning hours morning hours Working in high-crime areas Working in high-crime areas

Risk Factors – Time and Place

Basic PrincipleBasic Principle The basic principle behind these factors is simple: The basic principle behind these factors is simple:

people are more likely to do something wrong if people are more likely to do something wrong if they are less likely to be caught. Similarly, they they are less likely to be caught. Similarly, they are more likely to pick an easy target than a are more likely to pick an easy target than a difficult one.difficult one.

These factors apply in cases of stranger violence These factors apply in cases of stranger violence such as robbery or rape, but also in customer or such as robbery or rape, but also in customer or co-worker violence such as intimidation or attack.co-worker violence such as intimidation or attack.

Risk Factors – Money and Property

Some risk factors are associated with Some risk factors are associated with money and property, including:money and property, including:

Exchange of money Exchange of money Guarding valuable property or possessions Guarding valuable property or possessions

Risk Factors – Money and Property Basic PrincipleBasic Principle Because robbery is the motive in a high Because robbery is the motive in a high

percentage of workplace violence, having access percentage of workplace violence, having access to something worth stealing substantially increases to something worth stealing substantially increases the risk of workplace violence motivated by the risk of workplace violence motivated by robbery.robbery.

Violence from strangers would be the most Violence from strangers would be the most frequent concern associated with these factors, but frequent concern associated with these factors, but co-workers or former co-workers, as well as co-workers or former co-workers, as well as customers or patients, may also be involved in customers or patients, may also be involved in robbery of money, property, or medication.robbery of money, property, or medication.

Risk Factors – Summary

These risk factors are:These risk factors are: Contact with the public Contact with the public Working with unstable or volatile persons, such as in health care, Working with unstable or volatile persons, such as in health care,

social services, or criminal justice settings social services, or criminal justice settings Delivery of passengers or goods Delivery of passengers or goods Having a mobile workplace such as a taxicab or police cruiser Having a mobile workplace such as a taxicab or police cruiser Working in community-based settings Working in community-based settings Working alone or in small numbers Working alone or in small numbers Working late at night or during early morning hours Working late at night or during early morning hours Working in high-crime areas Working in high-crime areas Exchange of money Exchange of money Guarding valuable property or possessions Guarding valuable property or possessions

Warning Signs

Warning signs are clues that may indicate Warning signs are clues that may indicate situations in the workplace and personal factors situations in the workplace and personal factors that may precede, predict, or contribute to the that may precede, predict, or contribute to the cause of a violent outburst. Nevertheless, warning cause of a violent outburst. Nevertheless, warning signs only indicate potential and not certainty. signs only indicate potential and not certainty. Even though someone exhibits some warning Even though someone exhibits some warning signs, they may never act out violently. In signs, they may never act out violently. In contrast, an individual may act violently without contrast, an individual may act violently without any detectable warning signs. any detectable warning signs.

Personal Problems

Individuals who commit workplace violence may have Individuals who commit workplace violence may have problems in many areas of their livesproblems in many areas of their lives

Problems with family or social environment Problems with family or social environment Desperation over finances Desperation over finances Medical or mental illness Medical or mental illness Domestic violence Domestic violence Romantic obsession Romantic obsession Substance abuse Substance abuse History of conflicts History of conflicts History of violence History of violence

Aggressive Behavior

Although it's possible for violence to erupt Although it's possible for violence to erupt without warning, a physical assault is often without warning, a physical assault is often preceded by other aggressive behavior. This preceded by other aggressive behavior. This behavior can be verbal or physical behavior that behavior can be verbal or physical behavior that does not qualify as an assault. For example;does not qualify as an assault. For example;

Intimidation Intimidation Harassment Harassment Bullying Bullying Belligerent behavior Belligerent behavior

Weapons

Shootings and other armed assaults have demonstrated the Shootings and other armed assaults have demonstrated the

devastating destructive power of weapons in the devastating destructive power of weapons in the workplace. workplace.

Any of these warning signs about weapons should be taken Any of these warning signs about weapons should be taken seriously and brought to the attention of law enforcement: seriously and brought to the attention of law enforcement:

Bringing a weapon to the workplace Bringing a weapon to the workplace Making inappropriate references to guns Making inappropriate references to guns Making threats about using a weapon to harm someone Making threats about using a weapon to harm someone

Warning Statements

Perpetrators of workplace violence may make Perpetrators of workplace violence may make statements before an incident that reveal violent statements before an incident that reveal violent intentions and attitudes.intentions and attitudes.

Be alert for statements that indicate:Be alert for statements that indicate: Fascination with incidents of workplace violence Fascination with incidents of workplace violence Approval of the use of violence to resolve a Approval of the use of violence to resolve a

problem problem Identification with perpetrators of workplace Identification with perpetrators of workplace

homicides  homicides  

Working Toward a Solution

Engineering controlsEngineering controls

Administrative and work practice controls Administrative and work practice controls

Working Toward a Solution

Engineering controls are preventive Engineering controls are preventive measures that do one of two things: measures that do one of two things:

Remove the hazard from the workplace Remove the hazard from the workplace Create a barrier between the worker and the Create a barrier between the worker and the

hazard hazard

Working Toward a Solution

Recommended engineering controls include:Recommended engineering controls include: Physical barriers such as bullet-resistant enclosures or shields, pass-Physical barriers such as bullet-resistant enclosures or shields, pass-

through windows, or deep service counters through windows, or deep service counters Alarm systems, panic buttons, global positioning systems (GPS), and Alarm systems, panic buttons, global positioning systems (GPS), and

radios ("open mike switch") radios ("open mike switch") Convex mirrors, elevated vantage points, clear visibility of service and Convex mirrors, elevated vantage points, clear visibility of service and

cash register areas cash register areas Bright and effective lighting Bright and effective lighting Arrange furniture to prevent entrapment Arrange furniture to prevent entrapment Cash-handling controls, use of drop safes Cash-handling controls, use of drop safes Height markers on exit doors Height markers on exit doors Video surveillance equipment, in-car surveillance cameras, and closed Video surveillance equipment, in-car surveillance cameras, and closed

circuit TV circuit TV

Working Toward a Solution

What are administrative controls?What are administrative controls? Administrative and work practice controls are Administrative and work practice controls are

preventive measures that rely on changing preventive measures that rely on changing employer and employee behavior in the workplace employer and employee behavior in the workplace instead of the physical aspects of the workplace. instead of the physical aspects of the workplace.

Specifically, administrative and work practice Specifically, administrative and work practice controls affect the way jobs or tasks are controls affect the way jobs or tasks are performed. performed.

Working Toward a Solution

Recommended administrative and work Recommended administrative and work practice controls include: practice controls include:

Adequate staffing Adequate staffing Emergency procedures to use in case of Emergency procedures to use in case of

robbery robbery Training in identifying hazardous situations Training in identifying hazardous situations

and appropriate responses in emergencies and appropriate responses in emergencies Establish liaison with local police Establish liaison with local police

Post-Incident Response

Even with the best workplace violence Even with the best workplace violence prevention program, it is impossible to prevention program, it is impossible to completely eliminate the possibility of completely eliminate the possibility of workplace violence. Violent incidents can workplace violence. Violent incidents can occur anywhere. As a result, employers occur anywhere. As a result, employers need to be prepared to respond after a need to be prepared to respond after a violent incident.violent incident.

Post-Incident Response (continued) To prevent serious conditions such as Post To prevent serious conditions such as Post

Traumatic Stress Disorder and to help the Traumatic Stress Disorder and to help the workplace return to normal, workplace violence workplace return to normal, workplace violence programs should provide treatment and assistance programs should provide treatment and assistance after a violent incident. after a violent incident.

All workplace violence programs should provide All workplace violence programs should provide treatment for: treatment for:

Victimized employees Victimized employees Employees who may be traumatized by witnessing Employees who may be traumatized by witnessing

a workplace violence incident a workplace violence incident

Post-Incident Response (continued)

Several types of assistance can be Several types of assistance can be incorporated into the post-incident response incorporated into the post-incident response including:including:

Trauma-crisis counseling Trauma-crisis counseling Critical incident stress debriefing Critical incident stress debriefing Employee assistance programs to assist Employee assistance programs to assist

victims victims

Post-Incident Response (continued)

After a violent incident, the circumstances After a violent incident, the circumstances surrounding the incident should be studied surrounding the incident should be studied and the workplace violence prevention plan and the workplace violence prevention plan should be evaluated. If it is determined that should be evaluated. If it is determined that the incident might happen again or could the incident might happen again or could have been prevented, the workplace have been prevented, the workplace violence prevention program should be violence prevention program should be revised. revised.

OSHA Recommendations

In response to the increased hazard of In response to the increased hazard of workplace violence in those industries, workplace violence in those industries, OSHA has produced guidelines and OSHA has produced guidelines and recommendations for implementing recommendations for implementing workplace violence prevention programs. workplace violence prevention programs.

OSHA Recommendations In 1996, OSHA published Guidelines for Preventing Workplace In 1996, OSHA published Guidelines for Preventing Workplace

Violence for Health Care and Social Service Workers. These Violence for Health Care and Social Service Workers. These guidelines were updated and republished in 2003. guidelines were updated and republished in 2003.

In 1998, OSHA published Recommendations for Workplace Violence In 1998, OSHA published Recommendations for Workplace Violence Prevention Programs in Late-Night Retail Establishments. Prevention Programs in Late-Night Retail Establishments.

In 2000, OSHA published Risk Factors and Protective Measures for In 2000, OSHA published Risk Factors and Protective Measures for Taxi Taxi andand Livery Drivers. Livery Drivers.

In 2002, OSHA published a Fact Sheet on general types of workplace In 2002, OSHA published a Fact Sheet on general types of workplace violence. violence.

These documents are available online at http://www.osha.gov/These documents are available online at http://www.osha.gov/

Ramifications of Workplace Violence

OSHAOSHA

OSHA’s General Duty Clause(29 USC 19005 (a) (1)OSHA’s General Duty Clause(29 USC 19005 (a) (1)

requires employers to provide a safe and helpful environment for all requires employers to provide a safe and helpful environment for all workers covered by the Occupational Safety and Health Act of 1970.workers covered by the Occupational Safety and Health Act of 1970.

Employers are subject to OSHA investigations, citations, fines / Employers are subject to OSHA investigations, citations, fines / penalties.penalties.

Ramifications of Workplace Violence

Judgments have been entered for $55m, Judgments have been entered for $55m, $12m, $5m, and $4.5m for deaths on job $12m, $5m, and $4.5m for deaths on job site to workers, guest or third parties.site to workers, guest or third parties.

Negligence-”Reasonable care to prevent a Negligence-”Reasonable care to prevent a foreseeable risk of injury to others.foreseeable risk of injury to others. Negligent HiringNegligent Hiring Negligent RetentionNegligent Retention Negligent SupervisionNegligent Supervision

PUT IT ON PAPER !!!

Written PlansWritten Plans Medical EmergenciesMedical Emergencies Building EmergenciesBuilding Emergencies Natural DisastersNatural Disasters Workplace ViolenceWorkplace Violence Emergency Response Plan (Procedures)Emergency Response Plan (Procedures) Business Continuation PlanBusiness Continuation Plan Crisis Management PlanCrisis Management Plan

Source:

National Crime Victimization Survey National Crime Victimization Survey OSHAOSHA CDCCDC