Workplace Violence Management

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WorkplaceViolence Management
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Violence Management
This man killed seven people at his
workplace! Could it happen in your workplace?
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Objectives

• Define workplace violence
• List the three types of workplace violence
• Explain the impact workplace violence has on
  workers, employers and society
• List the legislation that applies to workplace
  violence in Ontario
• Recognize ten risk factors for workplace
  violence, taking into consideration, people,
  equipment, materials, environment and process
• Describe how to control the hazards of workplace
  violence, taking into consideration people,
  equipment, materials, environment and process.

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Statistics

• 1 in 5 violent situations occur at work!
• Incidents physical assault, sexual assault,
  robbery
• Workplaces restaurant, school, office building,
  on the roads
• Occupations police officers, community workers,
  roads workers

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• Any act against an employee which
• creates a hostile work environment
• negatively affects the employee, either
  physically or psychologically
• includes physical or verbal assaults, threats,
  coercion, intimidation, and all forms of
  harassment.

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Workplace Violence

• Ministry of Labour
• Everyone should be able to work without fear of
  violence, in a safe and healthy workplace.
  Violence in the workplace is not tolerated in
  Ontario.
• Workplace Violence is the attempted or actual
  exercise by a person of any intentional physical
  force that causes or may cause physical injury to
  a worker. It also includes any threats which
  give a worker reasonable grounds to believe he or
  she is at risk of physical injury.

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Types of Workplace Violence

• Criminal intent
• a thief coming into the workplace to steal
  money
• Customer/client
• a client throwing a radio at a sales person
  because it doesnt work
• Worker on worker
• a worker threatening to beat up a co-worker
  for getting a job he/she wanted
• Personal relationship
• an ex-boyfriend coming into the workplace to
  injure his ex-girlfriend who is an employee

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FormsWorkplace Violence

• Physical violence
• assault
• Mental violence
• Any act where a person is
• abused
• threatened
• intimidated.

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Forms of Violence

• Rumours
• Swearing
• Verbal abuse
• Pranks
• Vandalism
• Pushing
• Theft
• Harassment.

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Three Types of Violence

• Stranger violence
• - Robbery or shooting by outside persons
• 2. Client violence/service provider violence
• - Assault of a social worker by client
• 3. Employee violence
• - Assault by fellow employee, former employee,
  or friend.
•  
• .

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View Video
The Trouble With Trouble Part 1
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(No Transcript)
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• Why is workplace violence an important issue for
  workers, employers and society?

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Impacts of Violence
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What the Law Says

• ?Occupational Health and Safety Act
• ?Criminal Code Section 261.

See worksheet
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OHSA

• Employer
• 25(1)(b) equipment, materials and protective
  devices are maintained in good condition
• 25(2)(h) take every precaution reasonable in
  the circumstances for the protection of a worker
• 25(2)(j) prepare and review at least annually
  a written occupational health and safety policy
  and develop and maintain a program to implement
  that policy
• 25(2)(a) provide information, instruction and
  supervision too a worker to protect the health
  and safety of the worker

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OHSA

• Supervisor
• 27(1)(b) ensure a worker uses or wears the
  equipment, protective devices or clothing that
  the workers employer requires to be used or worn
• 27(2)(c) take every precaution reasonable in
  the circumstances for the protection of a worker

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OSHA

• Worker
• 28(2)(c) no worker shall engage in any prank,
  contest, feat of strength, unnecessary running or
  rough and boisterous conduct

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Managing Violence

• Recognize
• Assess
• Control

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Recognize Risks

• Examine Community workplace violence issues
• Contact police, review local newspapers
• Examine internal documents
• Review accident/incident documents, security
  logs, EAP usage, grievances
• Examine employees perception
• Survey management and staff for perceived risks
  and sense of personal safety

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Recognize Risk Factors for Workplace Violence

• People
• Equipment
• Materials
• Process
• Environment

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Risky People

• stripped of dignity
• history of violence
• threatening behaviour
• intimidating behaviour
• increase in personal stress
• negative personality characteristics
• marked changes in mood or behaviour
• socially isolated
• abuse drugs or alcohol.

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Risky Equipment and Materials

• Unsecured materials and equipment
• phone, light, picture, chair, computer
• Visible valuables
• Narrow tables and counters
• No cameras.

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Risky Process

• Stressful or emotionally charged
• Valuables
• Uncontrolled access
• Long waits for clients
• Staff are alone
• Noisy.

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Risky Environment

• Not visible from other areas or outside
• Dark corners
• Difficult to exit
• Staff alone
• Valuables present
• Insufficient personal space for clients
• Noisy.

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Categories of anger

• Situational anger
• a response to a present situation or crisis
• Ancient anger
• has been stored for years
• Accumulated anger
• results from feeling helpless

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Out of Control SituationsDefensive Steps

• Remain calm
• Try to calm the individual
• Continue the discussion only if the individual
  has calmed down
• Avoid all provocation and physical violence
• Move to an area where assistance can be offered
• Ask your supervisor or manager to be present for
  any further discussion

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Out of Control contd

• If you are unable to continue, calmly end the
  meeting and ask the individual to leave or if you
  are on their premises leave as quickly as
  possible
• If you have an alarm, do no hesitate to use it

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Out of Control contd

• Do not hesitate to call for assistance
• If you believe someones life is in danger
  emphasize this to the police
• Report to your supervisor, an incident/accident
  report is necessary

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Critical Incident Management Policy and Plan
Need a plan outlining how to respond to a serious
incident that is in progress.
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A person with a gun has entered the building and
is threatening people. What do you do?
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Critical Incident Management Plan Components

• How to secure the workplace
• Internal and external emergency numbers and
  signals
• Command centre required?
• Responsibilities
• Guidelines and procedures
• When to call police

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Critical Incident Management Plan Components

• When to lock down and when to evacuate
• Lockdown and evacuation plan
• Practice drill schedule
• Procedure for communication to media, victims
  family, staff and others
• Providing victim support (Critical Incident
  Stress).

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Controlling Workplace Violence

• Risk assessment
• Development of policies and procedures
• Training of workers and supervisors
• Incident/accident reporting, investigation and
  follow-up
• Program review

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Whats new?

• Currently WSIB and MOL together with Safe
  Workplace Associations as developing guidelines
  and risk assessment templates

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Risk assessments

• Handling cash
• Contact with clients
• Working alone or in small numbers
• Transporting people and/or goods
• Securing/protecting valuables
• Mobile workplaces (eg. Vehicles)
• Working with unstable or volatile clients
• Working in a community-based setting
• Working in high crime areas
• Bullying and harassment

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New Tools

• Risk priority setting tool
• Used when selecting the risk factors unique to
  your workplace and setting priorities
• Action Plan Builders
• Assist you in assessing your risks of violence
• Action Plans
• Assist you in controlling your identified risks
• Build an effective violence prevention program

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Action Plan Controlling Workplace Violence
  Risk assessment   Development of policies and
procedures   Training of workers and
supervisors   Incident reporting, investigation,
and follow-up   Program review.
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• Any Questions?
• Thank you!