Preventing Workplace Violence – Part II

WRITTEN BY GARY SMITH, APARTMENT BUILDING MANAGEMENT WORKERS COMPENSATION SELF INSURED FUND

Last month we talked about how violence has become one of the leading causes of death in the workplace. Below is a discussion of the tools you can implement to help prevent this from happening at your properties and minimize the impact should an incident occur.

Workplace Violence Prevention Plan
Develop and implement a written violence prevention plan that takes a zero tolerance attitude toward workplace violence, meaning that your company will not accept any form of workplace violence and will take the appropriate action whether against an employee, tenant, visitor, contractor, etc. There are several sample plans available on the internet including one at the State of Washington Department of Labor’s website www.lni.wa.gov under Publications.

Employee Training
Employees should understand your violence prevention plan as well as how to deal with difficult situations, including these 5 warning signs of escalating behavior.

1. Confusion
Bewilderment or distraction. Person is unsure of the next course of action. Employees should listen to their concerns, ask clarifying questions, provide factual information and exhibit a genuine sense of care for the person despite the ongoing disagreement.

2. Frustration
Reaction or resistance to information. Impatience and a feeling of defeat. In addition to the steps listed above, reassure the person that you continue to care for them and attempt again to clarify their concerns. May need to move the conversation to a quiet location however be careful not to isolate yourself in case things continue to escalate.

3. Blame
Placing responsibility for the problems on everyone else. Finding fault or error with the action of others. They may place blame directly on you and cross over to potentially dangerous behavior. At this point it is important to bring another person into the discussion to help mediate, perhaps a supervisor. Try to draw the person back to discussing the facts and stay away from the emotions.

4. Anger
Characterized by a visible change in body posture and disposition. Actions may include pounding fists, pointing fingers, shouting or screaming. This signals very risky behavior and at this point your focus should be on exiting the situation safely and containing the individual if necessary. One good method is to explain to the person that they have presented some new information which you would like to call and discuss with the main office. Now the angry person may see that you are on their side and may be less likely to inflict harm on you.

4. Hostility
Physical actions or threats which appear imminent. Acts of physical harm or property damage. Out of control behavior signals they have crossed over the line. At this point your priority is to remove yourself from the situation. Pretend you received an emergency cell phone call and ask the person to excuse you while you take it will sometimes allow you the opportunity to leave the room.

In addition, employees, especially Supervisors and Managers should understand how their behavior, body language, management styles and interaction with employees, co-workers, tenants, customers, visitors, etc have a huge impact on whether or not a situation escalates into violence.

If employees find themselves face-to-face with a violent person they should:

  • Warn co-workers and clear the area
  • Call for assistance
  • Try to remain calm and polite
  • Establish eye contact
  • Keep an even tone of voice
  • Maintain a safe distance
  • Determine an escape route
  • Don’t try to disarm the aggressor
  • Do what you are told
  • Don’t make any sudden moves
  • Speak carefully and sparingly
  • Go for cover or run only if safe to do so.

Next month we will discuss some security measures which could help prevent workplace violence or lessen the impact if an incident occurred. You may be surprised at how relatively inexpensive some of these tools are.

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