1. Workplace Aggression and Violence – Prevention and Management of patients / relatives / visitors with Aggressive Behaviour.

2. SESSION OBJECTIVES To gain an appreciation of the principles in managing confrontation or dealing with a difficult individual or situation.

3. Legal Compliance OH&S Act 2004 OH&S Act 2004 OH&S Act 2004 clearly specifies employer and employee responsibilities pertaining to providing and working in a safe and healthy workplace. Common Law Common Law - Forseeability - Preventability - Reasonableness - Practicability

4. RWH OHS Priorities An effective OH&S program is maintained to ensure that all workplace hazards are identified, the associated risks assessed and appropriate measures introduced to control these risks. An effective OH&S program is maintained to ensure that all workplace hazards are identified, the associated risks assessed and appropriate measures introduced to control these risks. This includes the prevention and management of Workplace Aggression and Violence. This includes the prevention and management of Workplace Aggression and Violence. RWH actively supports a policy for the prevention and management of Workplace Aggression and Violence. RWH actively supports a policy for the prevention and management of Workplace Aggression and Violence.

5. Definitions Occupational Violence and Aggression Is any incident where an employee is abused threatened or assaulted in the course of their employment. Violence and Aggression may involve an actual or implied threat to safety, health or well-being. Threats can be internal e.g. patients, relatives or external e.g. intruders. Within this definition: “Threat” means a statement or behaviour that causes a person to believe they are in danger of being physically attacked

6. THREE DIFFERENT STAGES OF RISK MINIMISATION PREVENTIONPREVENTION APPROACHAPPROACH RESPONSERESPONSE

7. PREVENTION What is the layout of the area Where are the entry and exit points Where are the entry and exit points Is there a place to interview/discuss Is there a place to interview/discuss Can person assisting wait somewhere so that they can be of assistance if needed. Can person assisting wait somewhere so that they can be of assistance if needed.

8. APPROACHING THE PERSON There are two (2) major factors that can have either a beneficial or detrimental effect upon your relationship with others. These are: There are two (2) major factors that can have either a beneficial or detrimental effect upon your relationship with others. These are: Your Manner of Communication Your Manner of Communication and and Your Posture and Demeanor Your Posture and Demeanor

9. DEALING WITH THE PERSON What we say and how we say it are very important. What we say and how we say it are very important. Words can escalate a situation or deescalate. Words can escalate a situation or deescalate. Body Language together with words are important tools. Body Language together with words are important tools.

10. APPROACHING THE PERSON Approaching the person with open and balanced stance. Approaching the person with open and balanced stance. Take a deep breath and think of what you are going to say. Take a deep breath and think of what you are going to say. Hands talk and also defend. Hands talk and also defend. It is not a crime to defend yourself. It is not a crime to defend yourself. (Reasonable and Propionate Force) (Reasonable and Propionate Force)

11. RESPONSE Be clear and concise. Be clear and concise. Don’t argue Don’t argue Don’t take it personally Don’t take it personally Don’t repeat yourself –it is a sign of weakness. Don’t repeat yourself –it is a sign of weakness. Paraphrase and use diffusing words Paraphrase and use diffusing words Don’t use Calm Down / Do we have a problem. Don’t use Calm Down / Do we have a problem.

12. REPORT Detail incident on report Detail incident on report Get a witness Get a witness Have a debrief Have a debrief Get counselling Get counselling Inform Manager and other staff members. Inform Manager and other staff members.

13. QUESTIONS QUESTIONS THANKYOU THANKYOU