Health and Safety Topic – Dealing with Workplace Violence and Aggression

Overview

 

The definition of violence at work from the UK’s Health and Safety Executive (HSE) defines work-related violence as. ‘Any incident in which a person is abused, threatened or assaulted in circumstances relating to their work.’

 

It is important to remember that this can include: verbal abuse or threats, including face to face, online and via telephone, physical attacks. This might include violence from members of the public, customers, clients, patients, service users and students towards a person at work.

 

For violence to be work-related, it must be in connection with the work activity. For example, the following situations would not be included in this definition.

 

• Personal disputes between workers and other people, such as family members
• Violence between people not at work, such as customers or service users

 

Impact of violence

Work-related violence can have profound and far-reaching impacts on employees, companies, witnesses to an incident and society in general.  These impacts can be categorized into physical, psychological, organizational, and societal consequences.It can cause:

 

• Injury
• Stress and mental health conditions
• Disability or death
• There can be physical harm, but serious or persistent verbal abuse or threats can also have a serious effect on a worker’s mental health.

 

For employers, violence can lead to increased staff sickness, poor morale, and a damaged reputation, making it difficult to recruit and keep staff. It can also mean extra cost, with higher insurance premiums and compensation payments.

 

Examples of workplace violence

Workplace violence can manifest in various forms and can occur in any type of work environment. Here are some examples:

Physical Assault

Employee vs. Employee

• A coworker physically attacking another during an argument.
• A supervisor hitting or pushing an employee.

 

External Perpetrators

• A customer physically assaulting a retail worker over a dispute.
• A patient attacking a healthcare provider in a hospital or clinic.

 

Threats and Intimidation

Verbal Threats

• An employee threatening to harm a colleague or supervisor.
• A customer making threatening remarks towards a service worker.

 

Non-Verbal Intimidation

• Stalking or following a coworker with the intent to intimidate.
• Displaying threatening gestures or postures.

 

Harassment

Sexual Harassment

• Unwanted physical contact or advances by a coworker or supervisor.
• Making sexually explicit comments or jokes that create a hostile work environment.

 

Bullying

• Repeated verbal abuse, such as yelling, insults, or harsh criticism.
• Deliberate exclusion or isolation of an employee from work activities.

 

Psychological and Emotional Abuse

Gaslighting

• Manipulating an employee into doubting their own perceptions or sanity.
• Undermining an employee’s confidence and self-esteem through persistent psychological manipulation.

Coercion

• Forcing an employee to perform tasks against their will under threat of harm or job loss.
• Using threats to compel an employee to comply with unreasonable demands.

 

Property Damage

Vandalism

• Deliberately damaging a coworker’s personal belongings.
• Destroying workplace property as an act of aggression or retaliation.

 

Sabotage

• Tampering with equipment or materials to cause accidents or harm.
• Deliberately disrupting work processes to harm the organization or colleagues.

 

Cyberbullying

Online Harassment:

• Sending threatening or abusive emails or messages.
• Posting harmful or defamatory comments about a coworker on social media.

 

Invasion of Privacy:

• Hacking into a coworker’s personal accounts or workplace systems to gather private information.
• Sharing confidential or sensitive information without consent.

 

Domestic Violence Spilling into the Workplace

Partner Confrontations:

• An abusive partner showing up at the workplace to confront or harm the employee.
• Receiving threatening phone calls or messages from an abusive partner while at work.

 

Robbery and Criminal Activity

Armed Robbery:

• A robber threatening employees with weapons during a heist.
• Forcing employees to hand over cash, valuables, or sensitive information under threat of violence.

Theft and Assault:

• Stealing property or funds from the workplace and assaulting employees who try to intervene.
• Engaging in criminal activities that put employees at risk of harm.

 

Real-World Examples

Healthcare

• A nurse is physically attacked by a patient suffering from a psychiatric disorder.
• A doctor receives threats from a disgruntled patient dissatisfied with their treatment.

 

Retail

• A cashier is verbally abused and threatened by a customer unhappy with the service.
• A store manager is physically assaulted during a robbery.

 

Corporate Office

• An employee is bullied by a coworker who constantly criticizes and undermines their work in meetings.
• A manager receives anonymous threats after implementing unpopular policies.

Education

• A teacher is physically attacked by a student.
• An educator is cyberbullied by students who post defamatory comments about them online.

Hospitality

• A hotel worker is sexually harassed by a guest.
• A restaurant employee is threatened by a customer over a billing dispute.

 

Physical Impact of Work Replated Violence – Injuries and Health Issues

• Immediate Injuries. Physical assaults can result in injuries ranging from minor cuts and bruises to severe trauma, fractures, or even fatalities.
• Long-Term Health Issues. Victims may suffer from chronic pain, disabilities, or long-term health conditions resulting from the violence.

 

Impact on Non-Direct Victims

• Witnesses of violence can also suffer physical reactions such as stress-related illnesses.
• Psychological Impact
• Mental Health Issues

 

Acute Stress Reaction

• Immediate psychological responses can include shock, denial, and anxiety.
• Post-Traumatic Stress Disorder (PTSD). Long-term exposure to or incidents of violence can lead to PTSD, characterized by flashbacks, nightmares, severe anxiety, and uncontrollable thoughts about the event.

 

Depression and Anxiety

Victims may experience depression, anxiety disorders, and other mental health issues.

 

Impact on Non-Direct Victims

Witnesses and colleagues of victims can also experience psychological effects, including secondary trauma, fear, and decreased sense of safety.

 

Organizational Impact

Decreased Productivity

Absenteeism. Victims and witnesses of violence are more likely to take sick leave, resulting in decreased productivity.

 

Presenteeism

Employees may be physically present but mentally disengaged due to trauma, leading to reduced efficiency.

 

Increased Turnover

Employees who experience or witness violence may leave the organization, leading to higher turnover rates and associated recruitment and training costs.

 

Decreased Morale and Job Satisfaction

A workplace environment perceived as unsafe can lead to decreased employee morale and job satisfaction, affecting overall workplace culture and performance.

 

Increased Costs

• Healthcare Costs. Medical expenses for treating injuries and mental health issues.
• Legal Costs. Legal fees and potential compensation claims.
• Security Costs. Increased expenditure on security measures and safety protocols.

 

Reputational Damage

Incidents of workplace violence can damage an organization’s reputation, leading to loss of business, decreased customer trust, and challenges in attracting and retaining talent.

 

Societal Impact

Economic Costs

Healthcare and Social Services: Increased demand on healthcare and social services to support victims of workplace violence.

 

Lost Productivity

Broader economic impact due to lost productivity from absenteeism and reduced work capacity.

 

Social Stability

Work-related violence can contribute to broader societal issues, including increased stress on community resources and decreased overall social stability.

 

Legal and Regulatory Impact

Incidents of workplace violence can lead to changes in laws and regulations, impacting not just the organization but the wider industry and society as a whole.

 

Strategies to Mitigate Work-Related Violence

Implement Comprehensive Policies

Develop and enforce clear policies regarding workplace violence, including definitions, procedures for reporting, and consequences for perpetrators.

 

Training and Awareness Programs

• Conduct regular training sessions for employees and managers on recognizing, preventing, and responding to workplace violence.
• Raise awareness about the resources available for victims and witnesses.

 

Create a Supportive Environment

Foster a workplace culture that promotes respect, inclusion, and open communication.

Provide support services such as counseling and employee assistance programs.

 

Enhance Security Measures

• Implement security measures such as controlled access, surveillance systems, and on-site security personnel.
• Conduct regular health and safety risk assessments with a focus on workplace aggression and violence to identify and mitigate potential sources of violence.

 

Encourage Reporting and Intervention

• Establish confidential and accessible reporting mechanisms.
• Encourage employees to report incidents of violence or threats without fear of retaliation.
• Ensure timely and effective intervention and investigation of reported incidents.

 

Regularly Review and Update Policies

• Continuously review and update workplace violence policies and procedures to reflect current best practices and legal requirements.
• Engage employees in the development and review process to ensure policies are relevant and effective.

 

By recognizing the profound impact of work-related violence and implementing proactive measures, organizations can create a safer and healthier work environment, promoting the well-being of employees and the overall success of the organization.

 

How can Health and Safety Consultants help with Workplace Violence and Aggression ?

 

Work-related violence can have profound and far-reaching impacts on employees, organizations, and society. These impacts can be categorized into physical, psychological, organizational, and societal consequences.

 

Conduct Comprehensive Health and Safety Risk Assessments

Identify Hazards

• Assess the work environment to identify potential sources of violence and aggression.
• Evaluate high-risk areas, job roles, and situations where employees might be vulnerable.

Analyze Past Incidents

• Review incident reports and records to identify patterns and recurring issues.
• Use this data to anticipate and prevent future occurrences

 

Develop and Implement Policies

Create Clear Policies

• Develop comprehensive workplace violence prevention policies that outline unacceptable behaviors, reporting mechanisms, and consequences.
• Ensure policies comply with legal requirements and industry best practices.

 

Communicate Policies

Help organizations effectively communicate these policies to all employees through training, handbooks, and regular updates.

 

Design Training Programs

Recognizing and Preventing Violence

• Develop and conduct training programs for employees and managers on recognizing early warning signs of violence and aggression.
• Train staff in de-escalation techniques and conflict resolution strategies.

 

Response Training

Provide training on how to respond to incidents of violence, including emergency procedures, reporting mechanisms, and providing support to affected individuals.

 

Enhance Physical Security

• Assess Security Needs
• Evaluate current security measures and identify areas for improvement.
• Recommend enhancements such as surveillance cameras, access control systems, and alarm systems.

 

Environmental Design

Advise on workplace design to minimize risks, such as layout adjustments to prevent isolation and ensure clear lines of sight.

 

Create Reporting Mechanisms

 

• Establish confidential and accessible reporting systems for employees to report incidents of violence and aggression.
• Ensure that reporting processes are clear, straightforward, and well-communicated.

 

Establish Response Protocols

Develop clear response protocols for dealing with incidents of violence, including immediate response actions, investigation procedures, and follow-up support.

 

Provide Support Systems

Employee Assistance Programs (EAPs)

Recommend and help implement EAPs that provide counseling and support services to employees affected by workplace violence.

Ensure employees have access to resources and support when needed.

 

Peer Support Networks

Encourage the establishment of peer support groups where employees can share experiences and provide mutual support.

 

Continuous Improvement

• Regularly review and update violence prevention policies and procedures to reflect new risks, incidents, and best practices.
• Conduct periodic audits and assessments to ensure the effectiveness of implemented measures.

 

Track Incident Data

• Maintain detailed records of reported incidents, responses, and outcomes.
• Use data analytics to identify trends and areas for improvement.

 

Promote a Positive Workplace Culture

Foster Respect and Inclusivity

Encourage a workplace culture that promotes respect, inclusivity, and open communication.

Provide training on cultural competency and diversity to reduce potential sources of conflict.

 

Engage Employees

 

Involve employees in developing and reviewing violence prevention policies and procedures.

Create safety committees or task forces to address workplace violence issues.

 

Practical Steps that Health and Safety Consultants may take when dealing with Workplace Violence and Aggression

 

Initial Consultation

Meet with organizational leaders to understand their specific needs and concerns regarding workplace violence.

Review existing policies, procedures, and incident reports.

 

Create Customized Health and Safety Solutions

• Develop tailored violence prevention programs based on the unique needs and risks of the organization.
• Include specific strategies for high-risk areas and roles.

 

Provide Implementation Support

Assist in the implementation of recommended measures, providing hands-on support and guidance.

Ensure all employees receive necessary training and resources.

 

Provide Ongoing Monitoring and Support via Health and Safety Consultant Retainers

Regularly check in with the organization to monitor the effectiveness of implemented measures.

Provide continuous support and adjustments as needed to address emerging risks and incidents.

 

Conclusion

By recognizing the profound impact of work-related violence and implementing proactive measures, organizations can create a safer and healthier work environment, promoting the well-being of employees and the overall success of the organization. As described above, Health and Safety Consultants can also play a vital role in mitigating violence and aggression in the workplace, creating safer environments for all employees.

 

Corporate OHS – Health and Safety

 

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