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Preventing Violence at the Workplace. 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.

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Presentation Transcript
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

Training Objectives
what is workplace violence
What Is Workplace Violence?
  • Physical Assault
  • Threatening Behavior
  • Verbal Abuse
  • Harassment
true or false violence is the leading cause of death on the job
True or False: Violence is the leading cause of death on the job.
  • False!
  • The leading cause of death on the job is vehicle accidents.
  • Violence is the SECOND leading cause…both in the nation and in California.
true or false disputes between workers and supervisors are the main motive for workplace homicides
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.

how many workers are murdered on the job each year in the u s
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.
workplace fatalities california 2002
Workplace FatalitiesCalifornia 2002

Out of 478 fatalities, 96 were due to violence!

how many people are victims of non fatal assaults on the job each year
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.

cal osha s three types of workplace violence
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
a risk factor is
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?

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

Risk Factors Include:
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.

Prevention Strategies
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

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

Responding to a Violent Incident
five warning signs of escalating behavior
Five Warning Signs of Escalating Behavior
  • Confusion
  • Frustration
  • Blame
  • Anger
  • Hostility
warning signs of confusion
The person appears bewildered or distracted.

They are unsure or uncertain of the next course of action.

Warning Signs of Confusion

How would you respond to a person who is confused?

responses to confusion
Listen Attentively to the person

Ask clarifying questions

Give factual Information

Responses to Confusion
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

Warning Signs of Frustration

How would you respond to a person who is frustrated?

responses to frustration
Move the person to a quiet location

Reassure them, talk to them in a calm voice

Attempt to clarify their concerns

Responses to Frustration
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

Warning Signs of Blame

How would you respond to a person who is blaming?

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

Responses to Blame
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!

Warning Signs of Anger

How would you resond to a person who is angry?

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

Responses to Anger
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

Warning Signs of Hostility

How would you respond to a hostile person?

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

Responses to Hostility
case studies
Case Studies
  • Work for 10 minutes in small groups
  • Discuss Case Study
  • Pick a recorder to report back your group’s answers
thank you
Thank you
  • For more information about workplace violence you may visit OSHA’s website at:

www.osha.gov