Workplace Violence

Defining Workplace Violence:

Workplace violence is any act or threat of physical violence, harassment, intimidation, or other threatening disruptive behavior that occurs at the work site. It can range from verbal abuse to physical violence.  

Categories of Workplace Violence:

According to sources like the National Institute for Occupational Safety and Health (NIOSH) and the U.S. Department of Labor (DOL), workplace violence can be categorized as follows:

Type 1: Criminal Intent:

• • The perpetrator has no legitimate relationship to the business or its employees.  

  • Violence is often connected to other crimes like robbery, shoplifting, or trespassing.  

  • Example: A robbery at a convenience store that results in violence.

Type 2: Customer/Client:

• • The perpetrator is a customer, client, patient, or anyone who receives services from the business.  

  • This is common in healthcare, social services, and education.

  • Example: A patient assaulting a nurse in a hospital.

Type 3: Worker-on-Worker:

• • The perpetrator is a current or former employee.  

  • This includes bullying, harassment, and physical assaults between coworkers.  

  • Example: A disgruntled employee physically attacking a supervisor.  

Type 4: Personal Relationship:

• • The perpetrator has a personal relationship with an employee outside of work (e.g., domestic violence).  

  • The violence spills over into the workplace.  

  • Example: An abusive partner coming to an employee's workplace to threaten or harm them.

Type 5: Ideological Violence:

• • This type of violence is directed at an organization, its people, and/or property for ideological, religious, or political reasons.  

  • This can include acts of terrorism or violence motivated by extremist beliefs.

  • Example: an active shooter event motivated by political extremism.  

Key Factors and Considerations:

Risk Factors:

• • Workplaces where cash is handled.  

  • Workplaces that operate late at night.  

  • Workplaces with isolated workers.  

  • Workplaces with a history of violence.

  • Workplaces that deal with volatile or unstable individuals.  

Prevention:

• • Zero-tolerance policies to violence or threats of violence.

  • Employee training on how to de-escalate tense situations.

  • Reasonable security measures.

  • Crisis response plans.

  • Creating a culture of mutual respect.

Recognizing Warning Signs: Seeing the Unseen

We're going to start by discussing how to recognize potential warning signs of escalating violence. It's important to be aware of changes in behavior that might indicate someone is in distress or posing a threat.

• What to Look For:

  • Escalating anger or frequent outbursts.

  • Threatening language, either verbal or written.

  • Intimidating behavior, like staring, aggressive body language, or attempts to control others.

  • Unusual or erratic behavior, significant changes in mood or personality.

  • Increased isolation or withdrawal from social interactions.

  • References to violence, weapons, or harming others.

• Practical Application:

  • We'll be doing some role-playing exercises to help you identify these behaviors in real-time scenarios.

  • We'll also look at case studies of past workplace violence incidents and discuss the warning signs that were missed.

  • Remember, if you notice a coworker acting outside their normal range, it's essential to take it seriously.

De-escalation Techniques: Calming the Storm

Next, we'll focus on how to de-escalate potentially violent situations. The goal is to diffuse tension and prevent escalation.

• Key Strategies:

  • Active listening: Pay attention to what the person is saying and acknowledge their feelings.

  • Empathy: Try to understand their perspective, even if you don't agree with it.

  • "I" statements: Express your concerns without blaming or accusing. For example, "I'm concerned about the tone of this conversation."

  • Maintain a safe physical distance and use non-threatening body language.

  • Recognize your own emotional triggers and learn how to manage your reactions.

• Hands-on Practice:

  • We'll be practicing verbal de-escalation techniques through role-playing scenarios.

  • We'll discuss how to maintain calm and composure in stressful situations.

Emergency Response Procedures: Being Prepared

In the event of an active violence situation, it's vital to know how to respond quickly and effectively.

• Our Procedures:

  • We'll review our evacuation routes and shelter-in-place procedures.

  • We'll demonstrate how to use our emergency communication systems.

  • We'll discuss the "Run, Hide, Fight" strategy:

    • Run: If possible, evacuate the area safely and quickly.

    • Hide: If evacuation is not possible, find a secure location to hide and lock the door.

    • Fight: As a last resort, be prepared to defend yourself.

  • We will also show you where all First aid kits, and fire extinguishers are located.

• Drills and Simulations:

  • We'll be conducting regular drills and simulations to ensure everyone is familiar with these procedures.

Reporting Procedures: Speaking Up

It's critical that we have a clear and confidential system for reporting potential threats or incidents of violence.

• How to Report:

  • We have a hotline [provide number], an online reporting system [provide link], and designated personnel [provide names/contact info].

  • Your reports will be taken seriously and handled confidentially.

  • Don't hesitate to report any concerns, no matter how small they may seem.

• Manager's Role:

  • Managers will be trained on how to properly handle and document reports of workplace violence.

Creating a Culture of Respect: Building a Safe Community

Finally, we'll discuss how we can create a workplace culture that values respect, community, and belonging.

• Our Commitment:

  • We'll be conducting training on community & belonging, conflict resolution, and bystander intervention.

  • We have clear policies against workplace harassment and discrimination.

  • We encourage open communication and feedback between employees and management.

• Your Role:

  • Treat your colleagues with respect and empathy.

  • Speak up if you witness or experience any form of harassment or discrimination.

  • Be a positive force in creating a safe and inclusive workplace.

Behavioral Warning Signs:

• Increased Aggression or Irritability:

  • Sudden changes in demeanor, becoming easily agitated or angered.

  • Displays of excessive anger or temper outbursts.

  • Frequent arguments or confrontations with coworkers or supervisors.

• Withdrawal or Isolation:

  • Social isolation, avoiding contact with others.

  • Decreased participation in work activities or social events.

  • Changes in work habits, such as increased absenteeism or tardiness.

• Obsessive or Fixated Behavior:

  • Preoccupation with a particular person, idea, or grievance.

  • Inappropriate or excessive attention to a coworker.

  • Fixation on weapons or violence.

• Changes in Performance:

  • Decline in work quality or productivity.

  • Difficulty concentrating or making decisions.

  • Increased errors or accidents.

• Displays of Emotional Distress:

  • Visible signs of depression, anxiety, or paranoia.

  • Frequent crying or emotional outbursts.

  • Expressions of hopelessness or despair.

• Disregard for Safety:

  • Reckless behavior, or ignoring safety rules.

  • Increased risk taking.

Verbal Warning Signs:

• Threats or Intimidating Language:

  • Direct or indirect threats of violence.

  • Statements of intent to harm oneself or others.

  • Use of aggressive or abusive language.

• Expressions of Revenge or Retaliation:

  • Statements about getting even or settling scores.

  • Obsessive focus on past grievances or injustices.

• Inappropriate Jokes or Comments:

  • Jokes or comments about violence, weapons, or harming others.

  • Statements that glorify violence or aggression.

• Expressions of Extreme Frustration or Anger:

  • Statements that express uncontrolled anger, or rage.

  • Statements that the person is at their "breaking point".

Situational Warning Signs:

• Increased Conflict or Tension:

  • A pattern of escalating conflicts between individuals or groups.

  • A hostile or toxic work environment.

  • Rumors or gossip about potential violence.

• Major Life Changes or Stressors:

  • Financial difficulties, relationship problems, or legal issues.

  • Recent disciplinary actions or job loss.

  • Exposure to violence or trauma outside of work.

• Access to Weapons:

  • Bringing weapons to the workplace or making threats to obtain them.

  • Openly discussing weapons or showing an interest in them.

• History of Violence:

  • Any known history of violent behavior.

Important Considerations:

• These warning signs should be considered in context. A single sign may not indicate imminent violence, but a combination of signs should raise concern.

• It's crucial to take all threats seriously, regardless of whether they seem credible.

• Encourage employees to report any concerns to management or security personnel.

• Training should emphasize that "gut feelings" about a person's potential for violence should also be reported.

Active Listening:

Focus: Pay close attention to what the person is saying, both verbally and nonverbally. Show genuine interest and understanding.

Techniques:

• • Maintain eye contact (but don't stare).

  • Nod or use verbal cues like "I understand" or "Tell me more."

  • Summarize what the person has said to ensure you've understood correctly.

  • Avoid interrupting or arguing.

Empathetic Communication:

Focus: Acknowledge and validate the person's feelings, even if you don't agree with their perspective.

Techniques:

• • Use "I" statements to express your understanding of their emotions (e.g., "I can see that you're frustrated").

  • Avoid judgmental or accusatory language.

  • Show compassion and concern.

Maintaining Calm and Control:

Focus: Project a calm and non-threatening demeanor. Manage your own emotions and avoid reacting defensively.

Techniques:

• • Speak in a calm and even tone of voice.

  • Use open and non-threatening body language.

  • Control your facial expressions.

  • Take deep breaths to manage your own anxiety.

Creating Space and Time:

Focus: Give the person physical space and time to calm down. Avoid crowding or cornering them.

Techniques:

• • Maintain a safe distance.

  • If possible, move to a quieter and less crowded area.

  • Allow the person time to express their concerns without interruption.

  • If possible, postpone the conversation, and agree to a later time to discuss the issue.

Setting Boundaries:

Focus: While being empathetic, clearly communicate unacceptable behavior and set limits.

Techniques:

• • Use assertive, not aggressive, language.

  • Clearly state the consequences of continued aggression.

  • If necessary, inform the person that you will end the conversation if they continue to be abusive.

Focusing on Solutions:

Focus: Shift the focus from the problem to potential solutions.

Techniques:

• • Ask open-ended questions to encourage the person to participate in finding solutions.

  • Brainstorm possible solutions together.

  • Offer resources or support if appropriate.

Knowing When to Disengage:

Focus: Recognize when de-escalation is not working and prioritize your safety.

Techniques:

• • If the person becomes increasingly agitated or threatening, disengage and remove yourself from the situation.

  • Contact security or law enforcement if necessary.

  • Document the incident as soon as possible.

Key Principles:

Safety First: Your safety and the safety of others is the top priority.

Respect: Treat the person with respect, even if you disagree with their behavior.

Patience: De-escalation takes time and patience.

Professionalism: Maintain a professional demeanor at all times.

Immediate Actions During an Incident:

"Run, Hide, Fight" Strategy:

• • Run: If there's a safe escape route, evacuate immediately. Leave belongings behind and follow established evacuation plans.  

  • Hide: If evacuation isn't possible, find a secure hiding place. Lock and barricade doors, silence phones, and remain quiet.  

  • Fight: As a last resort, if your life is in immediate danger, fight back. Act aggressively and use any available objects as weapons.

Contacting Authorities:

• • Call 911 (or your local emergency number) as soon as it's safe to do so.

  • Provide clear and accurate information about the location, the nature of the incident, and the number of individuals involved.

  • If possible, continue to provide updates to emergency responders.

Providing First Aid:

• • If you have first aid training and it's safe to do so, provide assistance to injured individuals.

  • Otherwise, wait for emergency medical personnel to arrive.

Pre-Incident Planning and Preparation:

Emergency Action Plan (EAP):

• • Develop a comprehensive EAP that outlines procedures for responding to various workplace violence scenarios.

  • Include evacuation routes, shelter-in-place locations, and communication protocols.  

  • Ensure the EAP is readily accessible and regularly reviewed.  

Training and Drills:

• • Conduct regular training sessions and drills to familiarize employees with the EAP and emergency procedures.  

  • Practice evacuation and shelter-in-place procedures.

  • Provide training on first aid and CPR.  

Communication Systems:

• • Establish clear and reliable communication systems for alerting employees to emergencies.  

  • This may include public address systems, email alerts, text messages, or other notification methods.  

  • Establish a way to do internal headcounts after an incident.

• Security Measures:

• • Implement security measures to deter and prevent workplace violence, such as:

  • Access control systems.  

  • Surveillance cameras.  

  • Security personnel.

  • Improved lighting.  

• Designated Safe Areas:

  • Establish designated safe areas within the workplace where employees can seek shelter during an active threat.