Transcript Workplace Violence - Barbara Ann Karmanos Cancer Institute

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Workplace Violence
Human Resources
Karmanos Cancer Institute
February 2013/2014
Contents
This computer-based learning (CBL) course examines
workplace violence concerns by describing warning
signs and preventive measures. The course also
outlines steps to take in the event of a violent
situation.
Workplace Violence Facts
Violent incidents in the workplace are fairly rare, but
they have increased dramatically in the last 20 years.
Anyone can become the victim of a workplace assault.
Risk Factors
Risk factors for workplace violence include:
• contact with the public.
• delivery of goods or services.
• having a mobile workplace (vehicle).
• working with unstable or volatile persons.
• working alone or in small numbers.
• working late at night or during early morning hours.
• working in high-crime areas.
• working in community-based settings.
Risk Factors
People in certain occupations are at greater risk;
for example:
• taxicab drivers have the highest risk of any
occupational group.
• healthcare workers, community services, and retail
settings have an increased risk of nonfatal workplace
assaults.
Workplace violence among healthcare workers most
often involves:
• a patient
• another person (for example, a family member)
• a coworker or former coworker.
Forms of Violence
Workplace violence may be physical; for example,
pushing, hitting, kicking, beating, pinching, scratching, or
biting. It may also include:
• rapes or threats of violence
• shootings and assaults
• knives or other weapons.
The violence may also be verbal and involve intimidation,
"bullying", or other inappropriate behavior.
Warning Signs
The warning signs of workplace violence may include:
• direct or veiled threats of harm.
• intimidating, belligerent, harassing, bullying, or other
inappropriate/aggressive behavior.
• conflicts with supervisor/other employees.
• approval of the use of violence to resolve problems.
• and interest in/identification with perpetrators of
workplace homicides.
Weapons
Additional warning signs of violence include:
• bringing a weapon to the workplace.
• making inappropriate references to guns or hobbies related
to guns (target shooting, hunting, etc.)
• fascination with weapons.
Awareness and Reporting
Be aware of potentially violent situations.
Report all threats/incidents to your immediate supervisor
or Security.
Deal with the issues (even if it seems frivolous) by
responding seriously and objectively.
Guidelines
Your behavior has a tremendous impact on a possibly
violent individual. Offset the person's behavior with a
helpful, calming response.
• Be courteous and patient.
• Stay calm.
• Speak slowly, quietly, and confidently.
• Acknowledge the person's feelings.
• Listen carefully and maintain eye contact.
• Keep the situation in your control.
• Get help if you are unable to control the situation.
If You are in
Immediate Danger
• Signal for help from another person.
• Remove others from the area.
• Contact Security:
• Main - 111
• Prentis Building - 2211
• All Others - 911
If You are NOT in
Immediate Danger
Contact your supervisor and explain the situation.
• Who was involved?
• Where and when did it happen?
• What triggered the situation?
Document the situation with an Incident Report.
Challenging Behaviors
When dealing with a potentially violent person avoid
challenging behaviors such as:
• standing directly opposite the person
• putting your hands on your hips
• crossing your arms or pointing fingers
• making sudden movements
• criticizing the person
• acting impatient
Establish Rules &
Consequences
Take the situation seriously.
• Calmly remind the person of the consequences
of violent behavior.
• Point out choices by helping the person see
ways to make big problems smaller, more
manageable ones.
Example
"Do you really want to hurt someone?"
Delaying Tactics
Ask the person what would improve the situation,
but do not make promises you cannot keep.
• "Could we go in the other room where it is
quieter?" (where there are no objects that can be
used as weapons or where you may get help
from someone else).
• "We are in a hospital. Please lower your voice."
Additional Guidelines
• Position yourself near an exit.
• Keep three to six feet away from the person.
• Be aware of anything that can be used as a weapon.
• Never try to grab a weapon.
Telephone Threats
Keep calm and keep talking. Do not hang up.
Notify your immediate supervisor (if possible) and
signal a coworker to call Security.
Ask the caller to repeat the message and write it
down. Repeat questions, if necessary.
Listen for background noises and write down a
description.
Write down whether it's a man or a woman, pitch of
voice, accent, and anything else you hear.
Try to get the person's name, exact location, and
telephone number.
Guidelines
Secure the area as a crime scene.
Talk about your experience with someone you trust.
Show respect and support for employees' efforts to
care for one another.
Bring the work environment back to normal after an
incident.
Summary
Be aware of potentially violent situations and risk factors (working
alone, working with unstable or volatile persons, working late at night
or during early morning hours, working in high-crime areas, etc.)
Recognize the different types of workplace violence.
Immediately report potentially violent situations to your supervisor.
If you are in a potentially violent situation, contact Security
immediately. Stay calm and follow the guidelines presented in this
course.
Contact Employee Assistance program (EAP) at (877) 789-3271 for
help if you are a victim of workplace violence or experiencing personal
problems.
For more information about workplace violence, see your supervisor,
risk manager, or human resources.
Summary
Resources:
Dealing with Workplace Violence: A Guide for Agency
Planners, United States Office of Personnel
Management, 1998
Violence in the Workplace, National Institute for
Occupational Safety and Health, Division of Safety
Research, July 1996
Covenant Health System, Knoxville, Tennessee
Summary
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