WORKPLACE V I O L E N C E (Prevention & Management)

1. WORKPLACE VIOLENCE(Prevention & Management) ROMEO D. CAMU AET/515 Instructional Design Professor Todd 25 September 2013

2. OVERVIEW • 2 million + of acts of violence occur • Best line of defense are: Acknowledgment of warning signs Identification of warning signs • Differentiate the following: Predisposing factors Precipitating factors • Entry points • Q & A

3. PEACE

4. ***

5. RESPECT DIVERSITY

6. ETHICS

7. Corporate Social Responsibility

8. Organizational Culture

9. Balanced Approach

10. EVERYONE’S RESPONSIBILITY

11. Cycle of Violence

12. Entry Points

13. Predisposing Factors Alcohol/drug abuse Assaultive behavior history Coexisting illness/pain Dementia Depression Lack of support system Mental instability Pain, fear, embarrassment Personality style Restlessness/agitation Schizophrenia Stress (PTSD, other) Organizational/Environmental Factors Personality Style/Historical Factors DSM IV and Other Diagnoses Socioeconomic Factors

14. Precipitating Factors Lack of privacy Financial stress Lack of respect Long waiting times Institutional restrictions Environmental stimuli Institutional restrictions Invasion of personal space Being referred to as a room number

15. More Precipitating Factors Institutional Factors: Interpersonal Factors: Confusing environment Loss of control Inadequate lighting Loss of identity Noise and overcrowding Loss of privacy Traffic and parking Loss of dignity Inflexible processes Loss of independence Long waits Loss of choices Availability of a weapon Fear of pain Climate of clinical unit Response to illness/ medication

16. Self Awareness and Safety • Pay attention to your “gut feelings” • Remain calm – recognize and gain control over your own feelings • Do not deny your anger or fear, but try to put your feelings aside • Learn to hear criticism without being defensive • Acknowledge what is true in the criticism while recognizing angry insults for what they are • Check personal space and exits

17. Crisis Intervention • Notify operator and activate the crisis intervention team or other applicable teams • Give location: building, floor, room number, and describe activity and the person • Station staff at unit entrance to direct intervention team to the situation.

18. Verbal Crisis Intervention • Address customer by using his or her name • Introduce yourself and convey your concern and respect for the customer • Ask customer what is going on, and ask if there is anything you can do to help, or to make them feel better • Request customer to put down any object • Be calm, in control, and encourage problem solving • Be professional and courteous

19. How to de-escalate anger Remain calm Maintain eye contact Argue with the person Address the person by name Analyze the person’s motivation Acknowledge the person’s feelings

20. Goals for management • Staying focused • Maintaining and utilizing a calm and controlled approach • Reducing and controlling the disturbed behavior while ensuring the customer’s dignity • Assisting the patient/customer in regaining control of himself or herself • Protecting life and property

21. Reporting Procedures • Human Resources • Union • Emergency Room • Employee Health • Police • Other law enforcement officials

22. Questions & Answers 1.) Whose responsibility it is to prevent workplace violence? Answer: EVERYONE 2.) According to Kevin Mckouen, what is the common entry point in the cycle of violence? Answer: FEAR 3.) Do you believe that corporate misconduct is a form of workplace violence? Answer: According to Kevin Mckouen, it is almost always a form of workplace violence, because it either directly or indirectly affects the lives of many people. 4.) Do you think those corporate misconducts are perpetrated unintentionally and unconsciously? Answer: He believes that only a small portion of corporate misconducts are perpetrated intentionally and consciously.

23. Predisposing Factors Alcohol/drug abuse Assaultive behavior history Coexisting illness/pain Dementia Depression Lack of support system Mental instability Pain, fear, embarrassment Personality style Restlessness/agitation Schizophrenia Stress (PTSD, other) Organizational/Environmental Factors Personality Style/Historical Factors DSM IV and Other Diagnoses Socioeconomic Factors

24. Precipitating Factors Lack of privacy Financial stress Lack of respect Long waiting times Institutional restrictions Environmental stimuli Institutional restrictions Invasion of personal space Being referred to as a room number

25. References  Brown, A., & Green, T.D. (2006). The essentials of instructional design: Connecting fundamental principles with process and practice. Upper Saddle River, NJ: Pearson Education. Federal Bureau of Investigation. (n.d.). Workplace Violence: Issues in Response. Retrieved from http://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=1&sqi=2&ved=0CCkQFjAA&url=http%3A%2F%2Fwww.fbi.gov%2Fstats-services%2Fpublications%2Fworkplace-violence&ei=srVCUqfnFoi1iwL9qoGABA&usg=AFQjCNEBgQ_fv2gt9eX27SBxUQdWRI7dwQ&bvm=bv.53077864,d.cGE McKouen, K. (2012). It is time for a new Metaphor. (Beyond “Ethics” and “Responsibility”). Retrieved from http://www.managementexchange.com/hack/it-time-new-metaphor-beyond-%E2%80%9Cethics%E2%80%9D-and-%E2%80%9Cresponsibility%E2%80%9D Navy Knowledge Online. (2013). NMMPTEC NM-08-WVPM-1.1-Workplace Violence - Prevention and Management. Retrieved from https://www.lms.prod.nel.training.navy.mil/ScormEngineInterface/defaultui/deliver.jsp?configuration=33en439ik5bc0u489km5qcof4clfaqovf4845j0k&registration=InstanceId%7C0%21RosterId%7C95328699&tracking=false&forceReview=true&cid=7 950 Reiser, R. A., & Dempsey, J. V. (2007). Trends and issues in instructional design and technology (2nd ed.). Upper Saddle River, NJ: Pearson Education. YouTube, Video (2011, August 10). Threat Detector: Your Role in Preventing Workplace Violence [Video file]. Retrieved from YouTube website: http://www.youtube.com/watch?v=QL2EUZCGxMc