1. Personal Safety

2. Legal Duty on Employers Health and Safety at Work etc Act 1974 Section 2(1) Duty on Employers to ensure so far as is reasonably practicable, the health, safety and welfare of all employees.

3. Definition of violence Physical force exerted for the purpose of violating, damaging or abusing another person.

4. Definition of Aggression Offensive or hostile attitude, threats, gestures or intimidation.

5. Which in your opinion is worse ?

6. Which would you be most likely to report ?

7. What makes us / our customers angry ? Poor service Red tape Silly rules Behaviour of others Perceived incompetence Perceived injustice Unreasonable rules Timeframes

8. Non verbal signs of aggression Tense, agitated, restless body movements. Eye movement increases, intense eye contact. Change of complexion, grinding jaw. Arms folded, rapid movement or sudden position change. Clenched fist, tapping fingers on desk etc. Foot tapping, moving around. Standing on tip toes, expanded chest.

9. Verbal Signs of aggression Pitch and volume changes. Raised voice or muttering. Change in pace of speech delivery. Abrupt replies. Patronising speech. Sudden or unnatural quiet. Name calling, swearing or provocative tones.

10. Personal Safety Scenarios Conducting a home visit during working hours Conducting a home visit on your way in to work Conducting a home visit on your way home 1:1 meeting with a customer in an interview room

11. Reducing the Risks Avoid confrontation. Ensure there are adequate ‘buddy system’ arrangements. Review security and safety arrangements at work eg. for 1:1meetings etc. Plan journeys and stick to appointment times – let people know if you are delayed. Carry your work / personal phone at all times and consider whether you should carry a personal ‘panic alarm’. Make sure there are risk assessments at work for lone working, home visits etc. Don’t enter a house if the person you are expecting to see is not there.

12. Diffusing situations Maintain self control. Signal non aggression – eg. relaxed posture. Request the behaviour to stop – eg. please don’t swear. Acknowledge that you have received the message eg. I can see that Express concern. Remind the aggressor what they stand to lose or gain – eg. appointment with someone else / police involvement etc. Divert the attention or energy – eg. to their companion etc. Distraction – eg. colleague with an urgent call for you. Follow established procedures in your workplace. Leave.

13. Reference RMBC Personal safety guidance Model personal safety risk assessments