1. Workplace Violence AR 321

2. Training objectives  Define workplace violence and the four categories  Present key facts about workplace violence  List risk factors for potential violence at the workplace  Describe several ways to prevent violence at work  Prioritize post-incident reporting and response procedures  Describe the key elements in a workplace violence prevention policy  Discuss how to handle an angry individual

3. OSHA Definition Workplace violence is violence or the threat of violence against workers. It can occur at or outside the workplace and can range from threats and verbal abuse to physical assaults and homicide, one of the leading causes of job-related deaths. However it manifests itself, workplace violence is a growing concern for employers and employees nationwide.

4. Type I – Criminal Intent Perpetrator has no legitimate relationship to the organization or its employees A crime is usually being committed in conjunction with the violence  Robbery, shoplifting, criminal trespassing

5. Type II – Customer/Client The perpetrator has a legitimate relationship with the organization – The recipient or object of services provided by the affected workplace or victim This category includes customers, clients, patients, students, inmates, etc.

6. Type III – Worker-on-Worker The perpetrator is an employee or past employee of the organization who attacks or threatens fellow past or present employees May be seeking revenge for what is perceived as unfair treatment Includes employees, supervisors and managers

7. Type IV – Personal Relationship The perpetrator usually does not have a legitimate relationship with the organization, but has or has had a personal relationship with the intended victim May involve a current or former spouse, lover, relative, friend, or acquaintance Domestic violence carried out at the workplace The perpetrator is motivated by perceived difficulties in the relationship or by psychosocial factors that are specific to the perpetrator

8. Key Facts  According to NIOSH, Every Week 20 Workplace Homicides 18,000 Workers Assaulted Domestic Violence is responsible for 16% of workplace homicides Homicide is the leading cause of death at work for women. Source: National Institute for Occupational Safety and Health

9. Key Facts (Con’t)  Insatiable electronic media demands 24/7 TV news The Internet  Government and government workers easy targets for angry citizens Changes in government benefits and services Entitlement philosophy

10. Risk Factors  Contact with the public  Exchange of money  Delivery of passengers, goods or services  Mobile workplace (cab, police)  Working with unstable or volatile persons  Working alone or in a small group  Working Late night/early morning  Working High crime area  Guarding valuable property  Working community-based settings

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

12. Warning Signs of Confusion  The person appears bewildered or distracted.  They are unsure or uncertain of the next course of action.

13. Responses to Confusion  Listen attentively to the person  Ask clarifying questions  Give factual information

14. Warning Signs of Frustration  The person is impatient and reactive  The person resists information your are giving them  The person may try to bait you

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

16. 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

17. 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  Focus on areas of agreement to help resolve the situation

18. 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

19. 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

20. Warning Signs of Hostility  Physical actions or threats appear imminent  There is immediate danger or physical harm or property damage  Out-of-control behavior signals the person has crossed the line

21. 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

22. Workplace Violence Play Video

23. Report it – tell your supervisor Don’t assume it will get better Don’t over react Don’t become a part of the problem

24. Responding to a Violent Incident  Isolate/secure the work area  Call 9-1-1 if an emergency  Seek medical attention for victims  Report the incident to your supervisor  File an incident report

25. Actual Cases  Fort Hood – 11/05/2010, Nidal Hasan Fatally shot soldiers.  Carson City IHOP – 09/11/2011, Gunman opens fire killing four wounding seven plus self.