Workplace Violence Prevention
 

Follow these suggestions in your daily interactions with people to de-escalate 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. Listen patiently.

Focus your attention on the other person. Let him know you are interested in what he has to say.

Maintain a relaxed, and yet attentive posture. 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 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.

Position yourself, so that a visitor cannot block your access to an exit.

DO NOT

Use styles of communication that generate hostility, such as apathy, brush off, coldness, condescension, going strictly by the rules or giving the run-around.

Reject all of his remarks from the start.

Pose in challenging stances, such as standing directly opposite him, hands on hips, or crossing your arms. Avoid physical contact, finger pointing or long periods of fixed eye contact.

Make sudden movements that can be seen as threatening. Check the tone, volume and rate of your speech.

Challenge, threaten or dare the individual. Never belittle or make the person feel foolish.

Criticize or act impatiently toward the agitated individual.

Attempt to bargain with a threatening 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.

 

 

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 behavior.
  • Intimidation through direct or veiled verbal threats.
  • Throwing objects in the workplace, regardless of the size or type of objects being thrown or whether a person is the target.
  • 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 ware usually exhibited by people experiencing problems.

  • Irrational beliefs and ideas.
  • Verbal, nonverbal or written threats of 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.