1. Preventing Violence at the Workplace

2. Training Objectives Explain the facts about workplace violence
Discuss Cal/OSHA’s three types of workplace violence
List risk factors for potential violence at the workplace
Describe several ways to prevent violence at work
Describe the key points in the County’s violence prevention policy
Prioritize post-incident reporting and response procedures
Discuss how to handle an angry consumer

3. What Is Workplace Violence?
Physical Assault
Threatening Behavior
Verbal Abuse
Harassment

4. True or False: Violence is the leading cause of death on the job.
The leading cause of death on the job is vehicle accidents.
Violence is the SECOND leading cause…both in the nation and in California.

5. True or False: Homicide is the leading cause of death for women in the workplace.

6. 75% of the victims were shot.
True or False: Disputes between workers and supervisors are the main motive for workplace homicides.
False. Robberies account for the majority of workplace homicides.
75% of the victims were shot.

7. How many workers are murdered on the job each year in the U.S?
According to the U.S. Department of Labor in 2002 there were 5,524 fatalities at the workplace, 609 were due to homicide.

8. Workplace Fatalities California 2002
Out of 478 fatalities, 96 were due to violence!

9. How many people are victims of non-fatal assaults on the job each year?
2,000,000 workers are victims each year in the U.S.

10. Non-Fatal Assaults by Occupation

11. Cal/OSHA’s Three Types of Workplace Violence
Violence by Strangers to Commit Robbery
Violence by Customers, Clients, or Patients
Violence by Employees and Supervisors

12. Workplace Homicides in California 2002 Total=96

13. What Are Some Examples of Risk Factors on Your Job?
A Risk Factor Is:
Any condition that may increase a worker’s risk for violence.
What Are Some Examples of Risk Factors on Your Job?

14. 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

15. How Can Violence Be Prevented on the Job?

16. Prevention Strategies
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 consumers who “act out”
Control access to employee work areas.

17. List Your Policy Here

18. 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
Report the incident to your shop steward
File an incident report
If psychological trauma occurs call EAP for post-incident debriefing
Give a referral to EAP to the victim

19. Five Warning Signs of Escalating Behavior
Confusion
Frustration
Blame
Anger
Hostility

20. 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?

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

22. 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?

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

24. 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?

25. 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

26. How would you resond 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 resond to a person who is angry?

27. 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

28. 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?

29. 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

30. Case Studies Work for 10 minutes in small groups Discuss Case Study
Pick a recorder to report back your group’s answers

31. Thank you
For more information about workplace violence you may visit OSHA’s website at: