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Linda Robinson, PHR


Training & Development Manager, CPEhr 20+ years of HR and managerial experience in hospitality, food & beverage, gaming and manufacturing industries
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CPEhr Management Training


presents

Prevent & Diffuse Workplace Violence


copyright 2012 CPE HR, Inc. All rights reserved

Scope of the Problem


Over 2 million victims of workplace violence each year 1 in 6 violent crimes occur at work One of the 4 main causes of jobrelated deaths for all employees Violence is the #1 cause of death in the workplace for women
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Goals
Understand the causes of workplace violence Recognize warning signs of violent behavior Know the right actions to take Know the policy requirements
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Effective Steps
Education Observation Confrontation Security Measures Intervention Reporting
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Whos at Risk?
All employees Some may face a greater risk:
employees who work with the public off-site employees night workers employees who travel for business employees who handle money
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External Threats
Former employees Friends or relatives of employees Healthcare: patients or family members of patients Customers or vendors Robbers/burglars Terrorists
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Internal Threats
Aggressive or violent employees
Disgruntled employees towards supervision Co-workers toward each other
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Types of Threats
Veiled
Observe body language

Conditional
Goal is to intimidate

Direct
Declared intent to hurt
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Methods
Verbal abuse
Bullying, mocking, insults, intimidation

Nonverbal threats
Body language

Extreme threats
Stalking, forced attentions

Physical violence
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Effective Steps
Education Observation Confrontation Security Measures Intervention Reporting

General Warning Signs


Psychological deterioration Decreased or inconsistent job functioning Social isolation Marked deterioration in personal hygiene Other major personality changes
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Additional Signs
Fascination with weapons Alcohol or drug abuse Extreme stress Anguish over employment decisions History of violent incidents
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Levels of Anger
Psychologists generally categorize violent behavior in the workplace into 4 levels Awareness of the symptoms of each level can greatly reduce and even eliminate violence Awareness can allow an opportunity to spot behavior before it becomes dangerous
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Level 1
Individual upset, behavior begins to change
Sensitive to criticism/takes things personally Passive-aggressive behavior possibly including procrastination and tardiness Sarcasm, irritable, frustrated Job performance still within norms Facial: frowns, staring, grimacing
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Level 2
Pronounced, discernable escalation
Dehumanizing insults, angry remark, slurs Criticism of others including company More emotional, less rational Job performance impacted (errors, difficulty concentrating, complaining to others) Tight, fast, jerky body movements
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Level 3
Escalating physical, emotional, psychological activity
Yelling, shouting, profanity Throwing of objects, door slamming, pacing Combative with threats (vague to specific) Blames others Rationally limited, becoming more visually oriented/tunnel vision Extensive self-talk
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Level 4
Destructive, assaulting type behavior
Threats are specific and the means are available Not rational High level of physical, emotional and psychological agitation Possible alcohol or drug based influences May not reveal intentions No longer ambivalent
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Effective Steps
Education Observation Confrontation Security Measures Intervention Reporting

Face-to-Face with Violence


Try to remain calm and polite Warn co-workers and clear the area Call for assistance
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Face-To-Face
Determine an escape route Maintain a safe distance Establish non-aggressive eye contact Keep an even tone of voice
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Face-to-Face with an Armed Aggressor


Dont try to disarm the aggressor Do exactly what you are told Dont make any sudden moves Speak carefully and sparingly Go for cover or run only if safe to do so Keep hands visible
copyright 2012 CPE HR, Inc. All rights reserved

Effective Steps
Education Observation Confrontation Security Measures Intervention Reporting

General Security Measures


Keep security doors closed and locked Do not share ID cards or security codes with others Follow rules for visitors Report unescorted strangers Report burned out or inadequate lighting
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Security Measures
Always report: Unusual or unexpected deliveries Any threats from people outside the company Any signs of break-ins or missing items
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Additional Security
Take appropriate precautions when working late Advise building security if you are staying late If youre being attacked, yell to alert others; use a whistle
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Effective Steps
Education Observation Confrontation Security Measures Intervention Reporting

Intervention
Deal with threatening behavior right away Review the policy with problem employees Discuss the situation with HR Refer problem employees for counseling (EAP or private)
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Intervention: Follow-up
Monitor the employees behavior Use progressive discipline as needed Assess the violent potential of terminated employees
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Be Professional
Always try to resolve problems peacefully Dignity is essential Never shout or yell Walk away if necessary ALWAYS report the incident
copyright 2012 CPE HR, Inc. All rights reserved

Effective Steps
Education Observation Confrontation Security Measures Intervention Reporting
copyright 2012 CPE HR, Inc. All rights reserved

Always Report
Reporting may prevent more serious incidents and gives the troubled individual an opportunity to receive guidance Immediately report to your management, HR or security
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Incident Reports
Date, time, and location Name of aggressor Name of complainant/victim Witnesses Summary of incident Action taken
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Helping Victims of Violence


Get medical assistance for victims Tell them what is being done to resolve the problem Listen to their concerns Help them get back to work
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State and Federal Leaves


FMLA/CFRA Crime Victim Leave Domestic Violence and Sexual

Assault Leave
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Domestic Violence
Costs employers $728 million dollars in lost productivity each year and $7.9 million dollars in paid workdays lost each year 20% of domestic abuse and violence can be enacted at the workplace Not gender specific, can impact up to 40% of women and up to 30% of men
copyright 2012 CPE HR, Inc. All rights reserved

Policy Considerations
Purpose of a violence prevention policy Zero tolerance for violence Employee involvement Your role in communicating and promoting the policy
copyright 2012 CPE HR, Inc. All rights reserved

Summary
Realize that workplace violence is a real and present danger Keep alert for signs of trouble Follow all security measures Take immediate action to deal with threatening or violent behavior Report all threats or violent behavior
copyright 2012 CPE HR, Inc. All rights reserved

Resources
http://www.osha.gov
http://www.osha.gov/SLTC/workplaceviol ence/index.html

http://www.futureswithoutviolence. org/ Corporate Alliance to End Partner Violence http://www.caepv.org/


copyright 2012 CPE HR, Inc. All rights reserved

HRCI Credit
Program ID: ORG_PROGRAM - 130280 Title: Prevent & Diffuse Workplace Violence Start Date: November 29, 2012 End Date: November 29, 2012 Recertification Credit Hours Awarded: 1.0 Specified Credit Hours: General
Copyright 2012 CPE HR, Inc. All rights reserved

Presented by:
Linda Robinson, PHR Training & Development Mgr lrobinson@CPEhr.com 310-270-9806
Copyright 2012 CPE HR, Inc. All rights reserved