Work Functions and Environment
Generally speaking, when a work environment is stable and supportive, when employees are respectful of one another, and when the worksite is managed and staffed sufficiently, there is less likelihood of many forms of violence. The tasks and functions performed at a particular work site may expose it to some forms of workplace violence more than others.
The following work functions may directly influence the potential for workplace violence:
- A break or problem in service that is viewed as a necessity to meet personal needs may lead to frustration or hostile feelings.
- Jobs that have the ability to alter people’s lives may be met with hostile feelings that can escalate to violent behavior.
- Greater exposure to people and interactions can increase the likelihood of conflicts and disagreements.
- Direct services/customer service issues may increase the likelihood of violence.
- Bureaucratic environments that convey inflexibility and detachment from work may cause frustration that leads to problematic behavior.
The following work environments may directly influence the potential for workplace violence:
- Low morale in the office/workplace.
- Lack of adequate staffing sufficient for the workload.
- Management styles that result in increased tension between supervisors and employees.
- Tight, cramped work areas with little privacy often contribute to increased conflicts and problems.
- Interpersonal conflicts within the workplace.
- High levels of staff turnover.
The following are personal characteristics that may directly influence the potential for workplace violence:
- High stress levels.
- Substance abuse and dependency.
- Mental health problems.
- Interpersonal problems.
- Lack of resources.
Higher Risk Individual
It is important to understand that identifying higher-risk individuals does not equate with predicting violent behavior; however, through research conducted by the National Center for the Analysis of Violent Crime, the following behaviors should be viewed with concern:
- History of violent behavior.
- Direct or veiled threats of harm.
- History of interpersonal conflicts.
- Verbal expressions of hostility within conversations.
- Making frequent references or exhibiting an unusual fascination with weapons.
- Statements indicating identification with perpetrators of workplace homicides.
- Statements indicating feeling hopeless about personal problems.
- Signs of abuse of drugs and/or alcohol.
Personal Safety
The most important concern is personal safety and survival should an incident of violence occur in the workplace. The following are some general concepts associated with defusing or minimizing the threat of danger or harm.
- Put yourself in the safest position possible. This may include such things as going to a “safe room,” remaining at a workstation, using furniture as a shield, or exiting the building.
- Know your escape routes. They should be the same as that used for fire drills or bomb threats so employees are not expected to remember different escape routes for different emergencies.
- Know the code word or phrase in your organization so you can get help without alerting the perpetrator.
- Remain calm. Attempt to defuse or de-escalate a direct situation with an individual by using common sense and not arguing with or interrupting the individual.
- Cooperate with the individual and give them your complete attention.
- Do not attempt to disarm the individual.
- Do not attempt to protect property or possessions over personal safety.
Tips That May Minimize or Defuse Potential Violence
- Project calmness: move and speak slowly, quietly, and confidently.
- Be a good listener: encourage the person to talk and listen patiently.
- Focus your attention on the other person to demonstrate your interest in what he or she has to say.
- Acknowledge the person’s feelings by gestures, such as nodding your head.
- Be reassuring and point out choices.
- Accept criticism by not disputing what the person alleges.