Cactus Village Community

Violence in the Workplace Entered by CAO Karen Freund

Jul 10, 2003

Today more than 1000 Americans are murdered on the job every year. More than 2 million employees suffer physical attack on the job each year and more than 6 million are threatened in some way. The increased potential for workplace violence calls for a high level of awareness on the part of both employee and employer. Signs of potential violence may include extreme changes in work performance; abrupt changes in behavior; that is belligerent, intimidating, or threatening. Most people, even if they show these warning signs, never become violent; others, who exhibit none of these behaviors, commit horrendous acts. Report to authorities any person or any behavior that appears to be unusual or threatening. In the event of an attack on a coworker, try to stay calm. If possible, get out of the area and call 911.

Recognizing Inappropriate Behavior

Inappropriate behavior is often a warning sign of potential hostility or violence. When left unchecked it can escalate to higher levels.

Employees who exhibit the following behaviors should be reported and disciplined in accordance with your company policy:

?• Unwelcome name-calling, obscene language, and other abusive language.
?• Intimidation through direct or veiled verbal threats.
?• Throwing objects in the workplace regardless of the size or type of object being thrown or whether a person is the target of a thrown object.
?• Physically touching another employee in an intimidating, malicious, or sexually harassing manner. That includes
such acts as hitting, slapping, poking, kicking, pinching, grabbing, and pushing.
?• Physically intimidating others including such acts as obscene gestures, ?“getting in your face?” and fist shaking.

Warning Signs of Potentially Violent Individuals

There is no exact method to predict when a person will become violent. One or more of these warning signs may be displayed before a person becomes violent but does NOT necessarily indicate that an individual WILL become violent. A display of these signs should trigger concern as they are usually exhibited by people experiencing problems.

?• Irrational beliefs and ideas
?• Verbal, nonverbal or written threats or intimidation
?• Fascination with weaponry and/or acts of violence
?• Expressions of a plan to hurt himself or others
?• Externalization of blame
?• Unreciprocated romantic obsession
?• Taking up much of supervisor?’s time with behavior or performance problems
?• Fear reaction among coworkers/clients
?• Drastic change in belief systems
?• Displays of unwarranted anger
?• New or increased source of stress at home or work
?• Inability to take criticism
?• Feelings of being victimized
?• Intoxication from alcohol or other substances
?• Expressions of hopelessness or heightened anxiety
?• Productivity and/or attendance problems
?• Violence towards inanimate objects
?• Steals or sabotages projects or equipment
?• Lack of concern for the safety of others

Personal Conduct to Minimize Violence

Follow these suggestions in your daily interactions with people to deescalate potentially violent situations. If at any time a person?’s behavior starts to escalate beyond your comfort zone, disengage.

DO:
?• Project calmness; move and speak slowly, quietly and confidently.
?• Be an empathetic listener; encourage the person to talk and listen patiently.
?• Focus your attention on the other person to let them know you are interested in what they have to say.
?• Maintain a relaxed yet attentive posture and position yourself at a right angle rather than directly in front of the other person.
?• Acknowledge the person?’s feelings. Indicate that you can see he or she is upset.
?• Ask for small, specific favors such as asking the person to move to a quieter area.
?• Establish ground rules if unreasonable behavior persists. Calmly describe the consequences of any violent behavior.
?• Use delaying tactics which will give the person time to calm down. For example, offer a drink of water (in a disposable cup).
?• Be reassuring and point out choices. Break big problems into smaller, more manageable problems.
?• Accept criticism in a positive way. When a complaint might be true, use statements like ?“You?’re probably right?” or ?“It was my fault?”. If the criticism seems unwarranted, ask clarifying questions.
?• Ask for his recommendations. Repeat back to him what you feel he is requesting of you.
?• Arrange yourself so that a visitor cannot block your access to an exit.

DO NOT:
?• Use styles of communication which generate hostility such as apathy, brush off, coldness, condescension, robotism, going strictly by the rules or giving the run-around.
?• Reject all of a client?’s demands from the start.
?• Pose in challenging stances such as standing directly opposite someone, hands on hips or crossing your arms. Avoid any physical contact, finger-pointing, or long periods of fixed eye contact.
?• Make sudden movements which can be seen as threaten ing. Notice the tone, volume and rate of your speech.
?• Challenge, threaten or dare the individual. Never belittle the person or make him/her feel foolish.
?• Criticize or act impatiently toward the agitated individual.
?• Try to make the situation seem less serious than it is.
?• Make false statements or promises you cannot keep.
?• Try to impart a lot of technical or complicated information when emotions are high.
?• Take sides or agree with distortions.
?• Invade the individual?’s personal space.
?• Make sure there is a space of 3?’ to 6?’ between you and the person. . . ☺