1. VIOLENCE AT WORK Samuel Nii Tettey (Ergonomist) 1

2. SESSION OBJECTIVES At end of Session, Students should be able to Determine situations that could lead to workplace violent Recommend measures to prevent such occurrences 2

3. WHAT IS WORKPLACE VIOLENCE? Workplace violence is any incident in which a person is abused, threatened or assaulted in circumstances relating to their work 1. Verbal abuse and threats are all considered violence at work. HSE – Guide to Violence at Work 3

4. WHO ARE AFFECTED? Employees whose job requires them to deal with the public can be at risk from violence. Especially: Service Providers Care Givers Teachers (Educators) People involved in cash transactions or jewelry Delivers/collectors Workers in controlling environment Employees representing authority e.g. Police/Bailiffs 4

5. MANAGEMENT Stage 1 Finding out if there is a problem Stage 2 Deciding what action to take Stage 3 Take action Stage 4 Check what has been done 5

6. Stage 1 PROBLEM IDENTIFICATION The first step in risk assessment is to identify the hazard. The assumption that violence is not a problem at the workplace or that incidents are rare may be erroneous. Violence may exist and employees’ view may be very different from management’s assumption. 6

7. STAGE I Contd. Talk to staff through discussion with workers, managers and supervisors A short questionnaire finding out whether staff ever felt threatened 7

8. STAGE I Contd. Keep detailed records : an account of what happened; details of the victim(s), the assailant(s) and any witnesses; the outcome, including working time lost to both the individual(s) affected and to the organisation as a whole; the details of the location of the incident. 8

9. STAGE I Contd. Classify all incidents -use headings such as place, time, type of incident, potential severity, who was involved and possible causes. It is important that to examine each incident report to establish whether there could have been a more serious outcome. Following example of a simple classification to help decide how serious incidents are: fatal injury; major injury; injury or emotional shock requiring first aid, out- patient treatment, counselling, absence from work (record number of days); feeling of being at risk or distressed. 9

10. Stage 2 Deciding what action to take Decide who may be affected and how. Evaluate the risk in the light of existing arrangements Remember it is usually a combination of factors that give rise to violence. Factors which you can influence include: the level of training and information provided; the environment; the design of the job. 10

11. STAGE 2 Contd. Train to be able to spot early signs of aggression in order to avoid or to deal with it. Provide inform to staff so as to be able to identify persons with history of violence or anticipate factors that may make violence more likely. 11

12. STAGE 2 Contd. The environment Provide improved seating, decor, lighting in public waiting rooms and more regular information about delays. Consider physical security measures such as: video cameras or alarm systems; coded security locks on doors to keep the public out of staff areas; wider counters and raised floors on the staff side of the counter to give staff more protection. 12

13. STAGE 2 Contd. The design of the job Make robbery less attractive – use cheques, credit cards or tokens instead of cash. Bank money more frequently and vary the route taken. Check the credentials of clients and the place and arrangements for any meetings away from the workplace. Arrange for staff to be accompanied by a colleague if they have to meet a suspected aggressor at their home or at a remote location. Make arrangements for employees who work away from their base to keep in touch. Maintain numbers of staff at the workplace to avoid a lone worker situation developing 13

14. STAGE 2 Contd. It is important to realise that violence may continue after work Where workers work late arrangements (e.g. transport) could be arranged for them to get home safely 14

15. STAGE 2 Contd. Record important findings thus providing working record for both managers and employees Review and revise your assessment Regularly check that assessment is a true reflection of current work situation. Add further measures or change existing measures where necessary. Changes may be necessary where the job changes or if a violent incident occurs. 15

16. Stage 3 Take action Policy for dealing with violence may be written into the workplace health and safety policy statement, so that all employees are aware of it. This will help employees to co-operate, follow procedures properly and report any further incidents. 16

17. Stage 4 Check what you have done Check on a regular basis how well arrangements are working, by consulting employees or their representatives as you do so. A joint management and safety representative committees may be set up to do this. Keep records of incidents and examine them regularly to determine progress. If violence is still a problem, try something else. Go back to Stages 1 and 2 and identify other preventive measures that could work 17

18. THE VICTIM OF VIOLENCE Respond immediately to avoid injury to employee Debriefing provides opportunity to victims to talk through their experience as soon as possible after the event. Remember that verbal abuse can be just as upsetting as a physical attack; Provide time off work – individuals will react differently and may need differing amounts of time to recover. Provide Specialist counselling if need be; Legal help -in serious cases legal help may be appropriate; Other employees – may need guidance and/or training to help them to react appropriately. 18