1. John W. Hicks, OHST Texas Mutual Insurance Company
Preventing Workplace Violence
John W. Hicks, OHST Texas Mutual Insurance Company
© 2008, 2012 Zywave, Inc. All rights reserved

2. Agenda Fast facts: the prevalence of workplace violence
Your right to a safe workplace
The warning signs of trouble and immediate signs of danger
What to do in case of an incident or an emergency
Post-incident analysis

3. Facts About Workplace Violence
2 million American employees report being victims of workplace violence each year
506 of the 4,457 total worker fatalities in 2010 were workplace homicides
Homicide is the leading cause of death in the workplace for women
No workplace is immune to workplace violence!
*Statistics via OSHA, May 2012

4. Your Employer’s Responsibility
OSHA states employers must take precautions to identify, minimize and prevent the risks of workplace violence.
“You have a right to a safe workplace, free from recognized hazards that are likely to cause death or serious physical harm to employees.”

5. What Is Workplace Violence? (Note the subjective nature of 2--4)
Physical Assault
Threatening Behavior
Verbal Abuse
Harassment

6. Four Categories of Workplace Violence
Violence by Strangers Committing Robbery
Violence by Customers, Clients, or Patients
Violence by Employees and/or Supervisors
Violence by Domestic Partners or Relatives of Employees (new category)

7. External Risk Factors Include:
Working alone or in small numbers
Working late night/early morning
Working with money
Delivering passengers, goods or services
Having a mobile workplace like a taxicab or police car
Working in high crime areas
Guarding property or possessions
Contact with the public

8. Prevention Strategies (External Risk)
Don’t work alone late at night or early morning
Call for a security escort if working late
Carry a cellular phone
Redesign workspace to prevent entrapment
Train staff in ways to diffuse violence.
Place curved mirrors at hallway intersections
Maintain good lighting indoors and outdoors
Prepare plan for employees/customers who “act out”
Control access to employee work areas.

9. Internal Risk Factors Include:
Highly competitive sectors with intense workloads, e.g.. food processing
Restructuring of an organization, e.g.. impending layoffs
Ignoring warning signs from certain individuals who have a gripe with co-workers or management
Allowing an ongoing feud between co-workers to go unaddressed by management
Chronic verbal abuse by a supervisor towards workers
Denial on the part of management regarding employee tension or favoritism towards one party
Old school mentality by management that tolerates and enables supervisor abuse

10. Prevention Strategies (Internal Risk)
Risk Assessment: Confidential survey of employees/clients designed to uncover internal risk factors, coupled with analysis of external risk factors
Presentation of overall risk analysis to top management, along with supporting facts
WPV training for all levels of organization
Sensitivity training for high-risk employees as necessary
Follow-up survey of employees to gauge impact of training

11. Warning Signs of Violent Behavior
Take note of customers or co-workers whose:
Behavior patterns change rapidly
Behavior changes disrupt the facility environment
Signs of stress are more elevated than normal

12. Warning Signs of Violent Behavior
Changes in attitude
Excessive absences or
lateness, tardiness
Changes in habits
Inability to concentrate
Increased personal stress
A fascination with weapons or violence
Sudden changes in energy
History of violence
Increased use of drugs or alcohol
Inability to take responsibility for their actions
Making inappropriate statements
Social isolation
Complaints of unfair treatment
Overreacting to criticism
Poor hygiene

13. Nonverbal Cues of Potential Violence
Personal space violations
Loud talking or yelling
Shallow, rapid breathing
Abusive language
Avoidance of eye contact
Changes in voice or tone
Profuse sweating
Repetitive motions, such as pacing
Clenched jaw or fists
Trembling or shaking
Glaring, scowling or sneering

14. Keep in mind… These warning signs don’t always lead to violence.
Warning signs could also be just normal changes in mood. However, drastic personality changes, or changes in situation, may bring out violent tendencies.
Use your best judgment before reporting issues to a supervisor.

15. Five Categories of Escalating Behavior
Confusion
Frustration
Blame
Anger
Hostility

16. Warning Signs of Confusion
The person appears bewildered or distracted.
They are unsure or uncertain of the next course of action.
How would you respond to a person who is confused?

17. Responses to Confusion
Listen Attentively to the person
Ask clarifying questions
Give factual Information

18. Warning Signs of Frustration
The person is impatient and reactive
The person resists information you are giving them
The person may try to bait you
How would you respond to a person who is frustrated?

19. Responses to Frustration
Move the person to a quiet location
Reassure them, talk to them in a calm voice
Attempt to clarify their concerns

20. How would you respond to a person who is blaming?
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
How would you respond to a person who is blaming?

21. 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
Show respect and concern
Focus on areas of agreement to help resolve the situation

22. How would you respond to a person who is angry?
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!
How would you respond to a person who is angry?

23. 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 and security personnel

24. Warning Signs of 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
How would you respond to a hostile person?

25. 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 and contact security immediately

26. Preventing an Incident
If you work with high-risk clients or those that are prone to violence, have a plan in place and take extra precaution when those individuals are on-site
Know the warning signs of violent behavior
Always report:
Verbal or physical harassment
Verbal or physical threats
Assaults or other violence
Any behavior that causes you to feel unsafe
Your safety is the primary concern!

27. Responding to a Violent Incident
Isolate/secure the work area
Call if an emergency
Seek medical attention for victims
Report the incident to your supervisor
File an incident report
If psychological trauma occurs call EAP for post-incident debriefing
Give a referral to EAP to the victim

28. Responding to a Violent Incident
Remain as calm as possible; do not scream or panic
Look the person directly in the eye and talk to them to gain time and calm them down
Do not provoke or argue with the potential assailant
Do not try to disarm the assailant
Report all incidents, even minor ones, to security and management as soon as possible

29. ACTIVE SHOOTER
An Active Shooter is an individual actively engaged in killing or attempting to kill people in a confined and populated area
In most cases, active shooters use firearms(s) and there is no pattern or method to their selection of victims.
Active shooter situations are unpredictable and evolve quickly.
Typically, the immediate deployment of law enforcement is required to stop the shooting and mitigate harm to victims

30. ACTIVE SHOOTER-RESPONSE
RUN when an active shooter is in your vicinity:
If there is an escape path, attempt to evacuate
Evacuate whether others agree to or not
Leave your belongings behind
Help others escape if possible
Prevent others from entering the area
Call 911 when you are safe

31. ACTIVE SHOOTER RESPONSE
HIDE If evacuation is not possible, find a place to hide:
Lock and/or blockade the door
Silence your cell phone
Hide behind large objects
Remain very quiet

32. ACTIVE SHOOTER RESPONSE
FIGHT at last resort, and only if your life is in danger:
Attempt to incapacitate the shooter
Act with physical and verbal [?] aggression
Improvise weapons
Commit to your actions

33. ACTIVE SHOOTER RESPONSE
How to react when law enforcement arrives:
Remain calm, and follow officers’ instructions
Put down any items in your hands (i.e., bags, jackets)
Immediately raise hands and spread fingers
Keep hands visible at all times
Avoid making quick movements toward officers such as holding on to them for safety
Avoid pointing, screaming and/or yelling
Do not stop to ask officers for help or direction when evacuating, just proceed in the direction from which officers are entering the premises

34. Post-Incident Analysis
If an incident occurs, learn from it:
Were there warning signs that may have been missed?
How did the individual enter the facility? Were they granted unauthorized access?
Were authorities alerted promptly, and were clients and employees kept safe in the interim?
Did employees follow the emergency action plan? Did the plan work, as intended, to keep everyone safe?
What can be done, moving forward, to better discourage violence in our workplace?

35. The Aftermath
Provide comprehensive treatment to victimized employees and those who may be traumatized by witnessing a workplace violence incident. May include:
trauma-crisis counseling,
critical incident stress debriefing,
psychological counseling services,
peer counseling,
support groups.
Conduct a root-cause analysis of the risk factors associated with individual violent incidents so that current response systems can be addressed and hazards can be eliminated and corrected.

36. REMINDERS Understand and follow WPV procedures
Alert Supervisors to safety/security concerns
Show up on time with the rest of the team members.
Get a security escort to perimeter. What do you do off premises?
Provide your ideas in training classes. You know stuff!
Always report incidents.

37. Elements of an effective violence prevention program
Management commitment and employee involvement;
Worksite analysis;
Hazard prevention and control;
Safety and health training; and
Recordkeeping and program evaluation.

38. Designing Your Program
Buy-in from top management is critical;
All levels of organization should be exposed to training;
Program must be based on your type of workplace and risk profile;
Conduct a systematic workplace risk assessment:
Interaction with public? What are the various interface areas and sources of risk?
Internal sources of stress among co-workers? Between managers and workers?
Physical layout of facility: What and where are the vulnerable areas?
What has been your history of WPV and the history of comparable organizations?
Is there a history or accepted pattern of verbal communication that may qualify as workplace violence?
Search the Web for supplemental sources, e.g. OSHA

39. Resources
OSHA Publication Guidelines for Preventing Workplace Violence for Health Care & Social Service Workers
Workplace Violence: Prevention & Intervention
Guidelines for Homeless Services Providers
[Greater Cincinnati Behavioral Health Services]

40. Use Lessons Learned to Prevent Violence from Happening Again!