workplace violence training for wall street journal

1. 1 Workplace Violence TrainingforWall Street Journal Presented by: Comprehensive Safety Resource, LP P.O. Box 201857 Arlington, TX 76006 817-633-6121 www.csrsafety.com

3. Definition Cont�d This includes, but is not limited to, the buildings and the surrounding perimeters, including the parking lots, field locations, clients� homes and traveling to and from work assignments

4. Workplace Violence Includes: Beatings Stabbings Suicides Shootings Rapes Near-suicides Psychological traumas Threats or obscene phone calls Intimidation Harassment of any nature Being followed, sworn or shouted at

5. 5 Recent Workplace Killings

6. Examples Verbal threats to inflict bodily harm; including vague or covert threats Attempting to cause physical harm; striking, pushing and other aggressive physical acts against another person

7. Examples Verbal harassment; abusive or offensive language, gestures or other discourteous conduct towards supervisors, fellow employees, or the public Disorderly conduct, such as shouting, throwing or pushing objects, punching walls, and slamming doors

8. Examples Making false, malicious or unfounded statements against coworkers, supervisors, or subordinates which tend to damage their reputations or undermine their authority

9. Examples Inappropriate remarks, such as making delusional statements Fascination with guns or other weapons, bringing weapons into the workplace

10. Statistics on Workplace Violence Homicide is the third leading cause of death in the workplace In 2001, there were 639 homicides in America�s workplaces Assaults and threats of violence number almost 2 million a year

11. 11 OSHA Regulations �Each employer shall furnish to each of his employees employment and a place of employment which are free from recognized hazards that are causing or are likely to cause death or serious physical harm to his employees.� -Section 5(a) of the OSHA Act �Employees can be cited for violating the .. Clause if there is a recognized hazard of workplace violence in their establishments and they do nothing to prevent or abate it.� -OSHA 3148, 1998 (Revised)

12. Statistics Most common was simple assaults: 1.3 million a year Aggravated assaults: 325,000 Rapes and sexual assaults: 36,500 Robberies: 70,000 Homicides: nearly 1,000

13. Economic Impact of Workplace Violence Cost 500,000 employees 1,175,100 lost workdays each year Lost wages: $70-200 million annually Lost productivity, legal expenses, property damage, diminished public image, increased security: $ billions $

14. Prevalence of handguns and other weapons among employees, their families, or friends Presence of gang members, drug/alcohol abusers, distraught family members Risk Factors

15. 15

16. Risk Factors (cont�d) Solo work, often in remote locations, high crime settings with no back-up or means of obtaining assistance such as communication devices or alarm systems

17. 17

18. 18

19. 19

20. Risk Factors (cont�d) Lack of training in recognizing and managing escalating hostile and aggressive behavior Poorly-lighted parking areas

21. Workplace Violence Prevention Program Elements Management Commitment and Employee Involvement Worksite Analysis Hazard Prevention and Control Training and Education Recordkeeping and Evaluation of Program

22. Management Commitment and Employee Involvement Complementary and essential Management commitment provides the motivating force to deal effectively with workplace violence Employee involvement and feedback-enable workers to develop and express their commitment to safety and health

23. Management Commitment Organizational concern for employee emotional and physical safety and health Equal commitment to worker safety and health and employee/client safety System of accountability for involved managers, and employees

24. Management Commitment (cont�d) Create and disseminate a clear policy of zero tolerance for workplace violence Ensure no reprisals are taken against employees who report incidents Encourage employees to promptly report incidents and suggest ways to reduce or eliminate risks

25. 25

26. 26

27. 27

28. Employee Involvement Understand and comply with the workplace violence prevention program and other safety and security measures Participate in employee complaints or suggestion procedures covering safety and security concerns Prompt and accurate reporting of violent incidents

29. 29

30. 30

31. 31

32. Post-Incident Response

33. Training and Education

34. 34 What�s Wrong or Right? Background for the Trainer Encourage employees in the classroom to point out anything in the picture that is either wrong or right. Allow employees to discover as many of the key points as possible by themselves before giving the following hints. Speaker�s Notes In this scene, the worker on the right has become very angry at another worker. Do you think the person on the left is responding properly to the angry person? Should the finger be raised and pointing back? Should the person be yelling back? Should the person be leaning in toward the angry worker? Is either worker responding properly? What about the third person in the background�is his response of just watching and laughing the correct response to a potentially violent situation? Should he intervene or go for help? Background for the Trainer Encourage employees in the classroom to point out anything in the picture that is either wrong or right. Allow employees to discover as many of the key points as possible by themselves before giving the following hints. Speaker�s Notes In this scene, the worker on the right has become very angry at another worker. Do you think the person on the left is responding properly to the angry person? Should the finger be raised and pointing back? Should the person be yelling back? Should the person be leaning in toward the angry worker? Is either worker responding properly? What about the third person in the background�is his response of just watching and laughing the correct response to a potentially violent situation? Should he intervene or go for help?

35. 35 Corrected Situation Speaker�s Notes The worker being yelled at is responding to the situation in a better way. Notice that he has stepped away from the angry worker. His posture, arms out to his side, is nonthreatening and indicates that he is ready to listen. He is not yelling or even talking and instead is listening to the angry worker�s concerns. The worker who was laughing before has also responded better. After noticing signs of potential workplace violence, the worker left to get someone (a security guard) who could help resolve the situation.Speaker�s Notes The worker being yelled at is responding to the situation in a better way. Notice that he has stepped away from the angry worker. His posture, arms out to his side, is nonthreatening and indicates that he is ready to listen. He is not yelling or even talking and instead is listening to the angry worker�s concerns. The worker who was laughing before has also responded better. After noticing signs of potential workplace violence, the worker left to get someone (a security guard) who could help resolve the situation.

36. 36 What Have We Learned? Do not argue or raise your voice Step away with a non-confrontational posture Do not do anything that might make the person angrier Respect the angry person and listen Call security or a supervisor Speaker�s Notes This first scene allowed us to discuss some important points regarding how to respond to an angry worker. When a worker becomes angry, it is important to try to reduce the tension. So, do not argue back or raise your voice at the angry worker. Speak calmly. Do not present a confrontational posture, such as leaning or stepping toward the angry worker. The angry worker might feel threatened and could raise the situation to physical violence. Do not cross your arms because this posture says that you are unwilling to listen. Do not make fists or raise your hands as if you are going to hit or push the other person. Instead, have open arms and open hands with hands down to your sides. Avoid doing anything that might make the person angrier, such as laughing or calling him or her names. Respect the person. Listen to the person�s concerns. Focus on the problem, not on the person. Call security, your supervisor or manager, or another employee to help in the situation before it gets out of hand. Speaker�s Notes This first scene allowed us to discuss some important points regarding how to respond to an angry worker. When a worker becomes angry, it is important to try to reduce the tension. So, do not argue back or raise your voice at the angry worker. Speak calmly. Do not present a confrontational posture, such as leaning or stepping toward the angry worker. The angry worker might feel threatened and could raise the situation to physical violence. Do not cross your arms because this posture says that you are unwilling to listen. Do not make fists or raise your hands as if you are going to hit or push the other person. Instead, have open arms and open hands with hands down to your sides. Avoid doing anything that might make the person angrier, such as laughing or calling him or her names. Respect the person. Listen to the person�s concerns. Focus on the problem, not on the person. Call security, your supervisor or manager, or another employee to help in the situation before it gets out of hand.

37. 37 What�s Wrong or Right? Background for the Trainer Encourage employees in the classroom to point out anything in the picture that is either wrong or right. Allow employees to discover as many of the key points as possible by themselves before giving the following hints. Speaker�s Notes In this scene, a worker is entering the workplace through a side or back door rather than the main entrance. Do you think the door was locked? Should a side door or back door to your business or work building be locked? Is the area adequately lit? Do the garbage dumpster or pallets present any kind of security risk? Are there any other forms of security that can be added to this picture to prevent unauthorized people from entering this door? Background for the Trainer Encourage employees in the classroom to point out anything in the picture that is either wrong or right. Allow employees to discover as many of the key points as possible by themselves before giving the following hints. Speaker�s Notes In this scene, a worker is entering the workplace through a side or back door rather than the main entrance. Do you think the door was locked? Should a side door or back door to your business or work building be locked? Is the area adequately lit? Do the garbage dumpster or pallets present any kind of security risk? Are there any other forms of security that can be added to this picture to prevent unauthorized people from entering this door?

38. 38 Corrected Situation Speaker�s Notes Notice that the small garbage dumpster and the pallets have been removed from near the door. Now employees do not need to worry about someone hiding near the door and possibly attacking them. Notice the added security. The door is locked and requires workers to enter a special code into a keypad before the door will open. This keypad is located to the left of the door. A security camera has been installed near the door as an additional measure to prevent unwanted persons from entering the door and to prevent employees from being attacked. A convex mirror has been installed above the door, so workers entering the door can use the mirror to look behind them and to the side to make sure no one is approaching. The overhead light is lit. Employee and visitor identification badges would be helpful in large workplaces to let employees know that a person they don�t recognize is permitted to be in the workplace. Speaker�s Notes Notice that the small garbage dumpster and the pallets have been removed from near the door. Now employees do not need to worry about someone hiding near the door and possibly attacking them. Notice the added security. The door is locked and requires workers to enter a special code into a keypad before the door will open. This keypad is located to the left of the door. A security camera has been installed near the door as an additional measure to prevent unwanted persons from entering the door and to prevent employees from being attacked. A convex mirror has been installed above the door, so workers entering the door can use the mirror to look behind them and to the side to make sure no one is approaching. The overhead light is lit. Employee and visitor identification badges would be helpful in large workplaces to let employees know that a person they don�t recognize is permitted to be in the workplace.

39. 39 What Have We Learned? Keep doors locked. Restrict entry with coded keypads, cards, etc. Add security cameras, alarms, and mirrors. Keep areas well lit. Require all visitors to enter through a main reception area, sign in, and use a badge that identifies them as a visitor. Speaker�s Notes This second scene allowed us to discuss some important points concerning building security and steps that can be taken to prevent unauthorized people from entering. Keep doors locked to prevent unauthorized persons from entering the building. Consider adding additional security by installing coded keypads or systems that require coded cards. Adding security cameras and alarms will also help prevent unauthorized entry as well as help protect employees entering through that door. Having a well lit area always goes a long way toward providing security. Requiring employees and visitors to wear identification badges while in the workplace will help workers determine whether someone that they do not recognize is allowed to be in the workplace. Speaker�s Notes This second scene allowed us to discuss some important points concerning building security and steps that can be taken to prevent unauthorized people from entering. Keep doors locked to prevent unauthorized persons from entering the building. Consider adding additional security by installing coded keypads or systems that require coded cards. Adding security cameras and alarms will also help prevent unauthorized entry as well as help protect employees entering through that door. Having a well lit area always goes a long way toward providing security. Requiring employees and visitors to wear identification badges while in the workplace will help workers determine whether someone that they do not recognize is allowed to be in the workplace.

40. 40 What�s Wrong or Right? Background for the Trainer Encourage employees in the classroom to point out anything in the picture that is either wrong or right. Allow employees to discover as many of the key points as possible by themselves before giving the following hints. Speaker�s Notes In this scene, a woman has worked late and is now standing next to her car and trying to find her keys so she can drive home. Should the woman be looking for her keys in the dark parking lot? Should the woman have put her briefcase down on the ground? Is the parking lot adequately lit? Is the woman�s car parked in a well-lit area in the lot? Should the woman have parked her car closer to her workplace? Is the woman paying much attention to her surroundings?Background for the Trainer Encourage employees in the classroom to point out anything in the picture that is either wrong or right. Allow employees to discover as many of the key points as possible by themselves before giving the following hints. Speaker�s Notes In this scene, a woman has worked late and is now standing next to her car and trying to find her keys so she can drive home. Should the woman be looking for her keys in the dark parking lot? Should the woman have put her briefcase down on the ground? Is the parking lot adequately lit? Is the woman�s car parked in a well-lit area in the lot? Should the woman have parked her car closer to her workplace? Is the woman paying much attention to her surroundings?

41. 41 Corrected Situation Speaker�s Notes This is the same parking lot with the same amount of lighting. However, now the worker has parked her car closer to the front of the parking lot and closer to other cars and streetlights. The worker is now escorted to her car by another co-worker. The woman has her keys already to unlock her car. The woman�s eyes are focused on the car and the surrounding area. As she approached her car, she remembered to look under the car, around the car, and inside the car. She is more alert. Her purse is being held close to her body. The co-worker who escorted her to her car is helping her carry her personal belongings. Speaker�s Notes This is the same parking lot with the same amount of lighting. However, now the worker has parked her car closer to the front of the parking lot and closer to other cars and streetlights. The worker is now escorted to her car by another co-worker. The woman has her keys already to unlock her car. The woman�s eyes are focused on the car and the surrounding area. As she approached her car, she remembered to look under the car, around the car, and inside the car. She is more alert. Her purse is being held close to her body. The co-worker who escorted her to her car is helping her carry her personal belongings.

42. 42 What Have We Learned? Park in a well-lit area close to your building Have someone walk to your car with you Have your keys ready before leaving the building Check around, under, and in your car Keep personal belongings close to your body Speaker�s Notes This fourth scene allowed us to discuss the importance of parking lot safety and personal security when leaving work. Remember to park your car in a well-lit area that is close to the building. If you must park far away when you arrive at work, take the time later in the day to move your car closer to the building � especially if you are not leaving until after dark. Have someone, such as security or a co-worker, walk to your car with you. Take your keys out and have them ready before you leave the building. You do not want to fumble for your keys while standing next to your car in the dark. Once inside your car, lock the doors right away. As you approach your car, check under, around, and inside the car before unlocking it. If there is anything unusual, return to your work building and call for help. Speaker�s Notes This fourth scene allowed us to discuss the importance of parking lot safety and personal security when leaving work. Remember to park your car in a well-lit area that is close to the building. If you must park far away when you arrive at work, take the time later in the day to move your car closer to the building � especially if you are not leaving until after dark. Have someone, such as security or a co-worker, walk to your car with you. Take your keys out and have them ready before you leave the building. You do not want to fumble for your keys while standing next to your car in the dark. Once inside your car, lock the doors right away. As you approach your car, check under, around, and inside the car before unlocking it. If there is anything unusual, return to your work building and call for help.

43. 43 AnyQuestions?

44. 44 Workplace Violence TrainingforWall Street Journal Presented by: Comprehensive Safety Resource, LP P.O. Box 201857 Arlington, TX 76006 817-633-6121 www.csrsafety.com