Violence in the Work Place Awareness Training 1 Avaya Violence in the Work Place Awareness Training Presented By Avaya Global Security Health, Environment, and Safety & Benefits Administration Magellan Health Services Health

Violence in the Work Place Awareness Training 2 Objectives  Identify forms of workplace violence  Assess potentially disruptive behaviors  Prevent violence with planning & awareness  Intervene successfully when you need to

Violence in the Work Place Awareness Training 3 What is Violence?   Any unjust or unwarranted perceived exertion of force or power.   Any verbal, physical, psychological threat or assault.   Any kind of harassment

Violence in the Work Place Awareness Training 4 Zero Tolerance of Violence Each and every act or threat will elicit an immediate and firm response.

Violence in the Work Place Awareness Training 5 Employee Assistance Program Avaya Counseling Connection   Short term counseling  Early intervention  Assessment  Supervisor consultation, guidance & planning  Training programs

Violence in the Work Place Awareness Training 6 Spectrum of Escalating Violence Shouting Smashing Shoving Shooting Intimidation or Antagonizing Gestures Patterned Negative & Derogatory Comments

Violence in the Work Place Awareness Training 7 Denial  Unable to see what’s right in front of us  Pretending to not see  Minimizing and rationalizing

Violence in the Work Place Awareness Training 8 Perpetrator  Customer  Stranger  Coworker  Boss  Former Employee  Family Member  Other

Violence in the Work Place Awareness Training 9 Domestic Violence   Violent relationship   Decision to leave relationship   Order of protection   Custody disputes, court hearings/decisions

Violence in the Work Place Awareness Training 10 Motive  Irrational behavior  Service Dissatisfaction  Personal conflict  Anger over discipline  Criminal activity  Personal problems  Reaction to firing or layoff  Prejudice  Reaction to a family event

Violence in the Work Place Awareness Training 11 Workplace Threats   Written   Spoken   Electronic   Non-Verbal   Direct   Conditional   Veiled

Violence in the Work Place Awareness Training 12 The Risk of Violence Increases  Time  Opportunity  Ability  Desire  Stimulus

Violence in the Work Place Awareness Training 13 Violence Triggers  Work  Personal Life  Thoughts  Medical Issue  Loss of Alternatives Poor Impulse Control

Violence in the Work Place Awareness Training 14  History of Violence  Poor Impulse Control  Unsuccessful Personal History  Injustice History  Rigidity  Obsession  Substance Abuse  Fascination with Weapons  Personality Disorders  Mental Illness  Preoccupation with Violence  Life Altering Changes Possible Warning Signs

Violence in the Work Place Awareness Training 15  Rapid speech  Slowed speech  Use of profanity  Incomplete sentences  Repeating self  Verbal threats  Inappropriate tone of voice  Not making sense Language Patterns

Violence in the Work Place Awareness Training 16  Vacillating between cooperative and antagonistic  Gestures  Attempting to enter into interviewer’s space  Not wanting anyone to enter into his/her space Behavioral Patterns

Violence in the Work Place Awareness Training 17  Fixated thinking  Circular thought patterns  Excessive thoughts: can’t concentrate on here and now  Hopeless  Blaming self  Blaming you or others for the problems Thought Patterns

Violence in the Work Place Awareness Training 18 Prevention Keys  Be alert and get assistance  Commitment from Management  Training  Zero-Tolerance of: Intimidation Coercion Threats Violence Property Damage  Refer to EAP  Reporting Procedures  Investigation Procedures  Penalties

Violence in the Work Place Awareness Training 19 Avaya Policy Avaya is committed to providing a safe and secure work environment for employees and others conducting business on its premises.

Violence in the Work Place Awareness Training 20 Avaya Policy  Threatening or violent behavior or even the suggestions of such behavior toward others, including customers, co-workers or suppliers  Possession of firearms, explosives, or other weapons anywhere on company property or while conducting company business  Willful destruction of company property or property of others Avaya prohibits:

Violence in the Work Place Awareness Training 21 Safe Workplace  Respect and dignity  Support during personal, family problems  Openly communicate  Tolerate different opinions  Visible ID badges

Violence in the Work Place Awareness Training 22  Escort visitors  Respond to each display of aggression  Follow procedures for reporting any potentially violent situation  Be alert Secure Workplace (continued)

Violence in the Work Place Awareness Training 23  Do not attempt to control violent person  Leave the area  Call 911 or your local emergency number  Notify coworkers as possible Immediate Danger

Violence in the Work Place Awareness Training 24  Notify relevant management and/or security  Keep away from threatening person  Become aware of escape routes  Use protective measures No Immediate Danger

Violence in the Work Place Awareness Training 25 Going Forward  Document and report all incidents to Corporate Security at:  Consult with EAP : As soon as practically possible:

Violence in the Work Place Awareness Training 26 Going Forward (continued)  Stay alert to warning signals  Most importantly, Make a Difference

Violence in the Work Place Awareness Training 27 Workplace Support Team  Management Consultation for Avaya coaches Available 24 hours per day, 7 days a week Consultation provided by licensed clinicians with an average of 10 plus years experience consulting with human resource managers and supervisors

Violence in the Work Place Awareness Training 28 Workplace Support Team  EAP Workplace Support Consultation will: Help you define problem behaviors Discuss how to constructively confront the employee(s) Help you develop an action plan to follow with employee(s) Determine if EAP assessment is appropriate

Violence in the Work Place Awareness Training 29 Workplace Support Team (continued) Follow-up with coach to help monitor improvement in the employee’s job performance Remain available to discuss any further problems

Violence in the Work Place Awareness Training 30 Resources  Corporate Security at:  Consult with EAP :