Avoiding Workplace Violence

Avoiding Workplace ViolenceHRACC July 23, 2014Tom O’Connor

What is Workplace Violence

• Violent acts, the threat of violent acts, and acts of intimidation against employees or company property and resources.

Scope of the Problem

• 2 million incidents of workplace violence annually • Fourth leading cause of all workplace deaths, leading

cause of death for women in the workplace.• 506 workplace deaths in 2010 (declining)• Majority of deaths instigated by strangers, 19% in law

enforcement, 13% retail, 10% medical operations.• Co-worker violence is about 5%

U.S. Department of Labor, OSHA/CDC

Risk Factors for Workplace Homicide

• Contact with/access to the public• Readily available escape routes• Exchange of money• Mobile workplace (delivery, police, taxi)• Contact with unstable or volatile persons• Working alone or small numbers• Working in high crime areas• Selling/holding/guarding high value items

Impacts

Beyond the obvious victim(s):• Impact on company reputation• Impact on productivity• Lower morale/Increased turnover• Diminished job satisfaction• Litigation• Property damage• Injury costs

Employee Warning Signs

Early Signals (as much a performance issue as an early warning WPV

concern)• New/increased stress at work/home• Memory problems• Deterioration of grooming habits• Greater use of alcohol• Use of prohibited substances• Expressions of anxiety


Early Signals (cont.)• Lack of concern for others• Exhibiting unsafe behaviors• Productivity and/or attendance issues• Increasingly taking up supervisors time with behavior or

performance issues• Pushing rules to the limit


Yellow Flags

• Changes in personality or behavior• Irrational beliefs and/or ideas, paranoia• Fascination with weaponry, acts of violence, or fringe

groups• Displays of unwarranted anger• Chronically disgruntled • Changes in productivity levels


Yellow Flags• Inability to take criticism/externalizing blame/inflexible

positions• Verbalizing feelings of being mistreated• Depression• Growing despondency• Specifically talking about causing harm• Conflicts


Red Flags• Verbal threats/intimidation• Drastic changes in behavior• Intensifying ongoing conflict• Displays of rage• Displays of contempt for authority


Red Flags• Violence toward inanimate objects• Fear reactions among co-workers• Expression of a plan to harm self or others• Sabotage of project or equipment


Domestic Violence• No close friends• Obvious physical injuries• Has many “accidents”• Checks with partner constantly• Withdraws from social activity• Wears heavy make-up, dark glasses

Warning Signs

Domestic Violence• Frequent absenteeism• Frequent tardiness• Increased error rate at job tasks• Depression• Regularly gets flowers/gifts at work

Possible Triggers

• Change in work status• Unfavorable dispute resolution• Unrealized promotion• Downsizing/consolidation• Personal problems• Legal problems• Financial crisis• Health problems

9-StepPrevention Program Overview

Crisis Team Supervisory & Employee Involvement

Policy Development/Communications

Risk Assessment

Training

Reporting Procedures

Investigation/Intervention Procedures

Management Commitment

After Incident Review

Prevention Program Overview

Management Commitment• Communicated commitment by senior management• Use the Golden Rule of Management• Commit needed resources• Provide motivation


Crisis Team• Establish procedures for evaluating/ investigating individual cases.• Designate/train individuals to address incidents. • Provide services.• Empower team to act.


Crisis Team• Create a cross-disciplinary team.• Review key documents.• Train team in response objectives.• Establish liaisons with outside resources.


Supervisory/Employee Involvement• Coordinate efforts• Participate in Crisis Team• Report concerns• Enforce policies


Policy Development/Communications• Adopt a zero tolerance policy.• Communicate the policy. • Post policy prominently.• Conduct drug/background screening.• Conduct interviews/exit interviews.• Establish termination procedures.


Risk Assessment• Conduct a full review of the workplace safety and

security risks.• Conduct periodic inspections.• Identify hazards.• Track and analyze incidents.• Interview employees

Engineering/Administrative Controls

• Physical barriers• Alarm systems/panic

buttons• Natural surveillance• Bright effective lighting• Adequate staffing• Eliminate entrapment

areas

• Restrictive “visitor” policy• Cash-handling controls• Emergency procedures• Training• CCTV• Access controls/ID cards• Employee escorts• Safe rooms


Training• All employees, supervisors, managers• Awareness of potential hazards• Recognition of trouble signs• How to intervene• Schedule periodic training/policy reviews• Document training


Reporting Procedures• All incidents no matter how small• Hotline reporting• No reprisals• Confidentiality• Documentation


Investigation/Intervention• Investigate all incidents. • Determine all facts.• Decide appropriate intervention.• Follow set procedure for level of incident.


After Incident Review• Review program after an incident.• Review/revise with all stakeholders.• Communicate revisions to employees.

How to Survive a Violent Incident

• Video- City of Houston “Run, Hide, Fight”• http://www.readyhoustontx.gov/videos.html

http://www.readyhoustontx.gov/videos.html

http://www.readyhoustontx.gov/videos.html

After a Significant Event

• Assist victims, families, and associates.• Provide counseling and interventions.• Conduct and/or cooperate with investigations.• Pay attention to public & business relations.• Activate business continuation plans.• Identify actions that can be taken (short term, medium

term, long term).

Conclusion

• How you manage counts!• It is unrealistic to believe you can make your company

workplace violence-proof.• It is also unrealistic to believe you can’t reduce your

exposure.

Documents

Avoiding Workplace Violence