RECOGNIZING AND RESPONDING TO WORKPLACE VIOLENCE
Although it is important to be able to identify risk factors for workplace violence, it is equally important to know how to respond to the three levels of violence should they occur (see “Risk Factors in the Behavior of Others” earlier in this course).
Responses to Level One (early warning signs) include:
- Observe the behavior.
- Report concerns to the supervisor to seek help in the assessment and response to the situation.
- If the offending person is the reporting employee’s immediate supervisor, notify the next level of supervision.
- If the offending person is not an employee, report it to the supervisor, who should provide the initial response.
- Document the observed behavior.
Responses when a situation has escalated to Level Two (escalation) include:
- Secure one’s own safety and the safety of others, including contacting people who are in danger.
- Immediately contact the supervisor and, if necessary, the supervisor will contact other appropriate officials.
- Document the observed behavior.
Responses when a situation is a Level Three emergency (emergency response required) include:
- Secure personal safety first.
- Call 911 and other appropriate emergency contacts.
- Remain calm and contact the supervisor.
- Cooperate with law enforcement personnel when they have responded to the situation.
- Document the observed behavior.
- Prepare to provide a description of the violent or threatening individual.
(USDOL, n.d.)
Managing the Aggressive Person
When confronted with an aggressive person in any setting, it is important to utilize de-escalation techniques in an attempt to prevent harm to the person or to others. The objectives of such techniques are to ensure the safety of the staff, the aggressive persons, and others in the environment; assist the aggressive persons to regain control of their behaviors; and avoid escalating the situation. De-escalation includes using techniques to manage conflict and resolve the crisis (CPI, 2022; TJC, 2019).
GENERAL RECOMMENDATIONS
General recommendations include:
- Avoid showing fear and/or anxiety, which may escalate the aggression.
- Remain calm and behave rationally and professionally.
- Avoid gestures such as pointing or shaking fingers at the aggressive person.
- Do not be defensive; even if the comments or insults are directed at you, they are not about you.
- Do not touch or attempt to touch the person.
- Know your organization’s crisis response procedures and how to summon assistance.
- Be very respectful even when firmly setting limits or calling for help.
- Be empathetic and avoid judging aggressive persons or dismissing their feelings and concerns.
(CISA, n.d.; CPI, 2022)
BODY LANGUAGE AND PHYSICAL STANCE
Recommendations for body language and physical stance include:
- Never turn your back to the person for any reason.
- Stand between the exit and the person; never allow the person to block your exit.
- Respect others’ personal space. The amount of personal space people require to feel comfortable may vary greatly, and anxiety rises when that space is entered by others. Maintaining personal space protects your safety, shows respect, and tends to decrease the aggressive person’s anxiety.
- Be aware of body position. Stand at an angle to an aggressive person and off to one side so you can sidestep away if needed.
- Always maintain the same eye level, stay alert, and display a relaxed posture.
- Use slow, deliberate movements.
- Display a neutral and attentive facial expression.
- Do not stand rigidly or directly in front of the person, point your finger, gesture excessively, pace, or display a fake smile (which could be perceived as mockery).
(CPI, n.d.).
DE-ESCALATION COMMUNICATION
Recommendations for de-escalation communication include:
- Do not raise your voice or shout.
- Do not try to convince or argue with the person.
- Speak slowly and calmly.
- Avoid emphasizing words that can be perceived as aggression or mockery.
- Use phrases such as “I want to help” or “I understand that you are upset.”
- Do not use phrases such as “calm down,” “I know how you feel,” or “I can’t help you.”
- Listen actively. Give your full attention, nod, ask questions as appropriate, avoid changing the subject or interrupting.
- Do not criticize, act impatient, belittle, or make an aggressive person feel foolish.
- Ignore challenging questions. Bring the focus back to how you can work together to solve the problem.
- Set limits respectively and reasonably. Offer respectful choices and speak clearly and simply.
- Allow silence for the purpose of reflection.
- Allow the person time to make decisions. Stress rises when feeling rushed. Allowing time helps to calm the person.
(CSI, n.d.; CPI, 2022)