NFIB

Guarding Against Violence in the Workplace
11/ 11/ 2003

by Charles R. McConnell

In recent years the problem of violence in the day-to-day work environment has been a growing concern. For many people, the work environment -- in which the majority of adults spend more time than anywhere else except their own homes -- has become increasingly unsafe.

Why the increase in workplace violence? Much of it can be attributed to the stresses of modern life, and indeed violence in the workplace frequently results from stress. Violence often occurs when an individual's stress level becomes unbearable. Different people react to unbearable stress in different ways. Some become physically ill, some break down mentally or emotionally, and some are able to walk away from the sources of stress. But a relative yet critical few become violent. Violence is similar to other forms of human behavior in that it is action taken in response to some stimulus, condition, need, or demand.

Every change that alters an individual's expectations becomes fertile ground for the stress that breeds chronic anger. And chronic anger can lead to lagging productivity, reduced quality, increased fatigue, burnout, depression and violence. One of every six violent crimes occurs in the workplace.

Businesses at greatest risk for non-fatal assaults are the retail trades, such as grocery stores and eating and drinking establishments, and service organizations such as hospitals, nursing homes and social service agencies. Regardless, no particular kind of business is immune to violence.

A manager's best approach to workplace violence consists of awareness and prevention. There is no consistent profile available to describe a person who might commit violent acts in the workplace, but violence may be perpetrated by someone who has a history of violence, an aggressive personality, problems related to drug or alcohol abuse, is experiencing family or financial problems or is experiencing certain mental conditions such as depression. Or the potentially violent individual may simply be one who possesses a poor self-image or low self-esteem.

People commit violent acts for a number of reasons. The most common trigger for workplace violence is the inability to cope with extreme stress. Other factors include drug reactions, problems involving job, money or family, confusion or fear, reaction to the loss of a relationship, or a perceived violation of privacy. Among employee violence is sometimes a reaction to the loss of employment or to perceived unfair or inequitable treatment; among customers it sometimes results from frustration with long waits or rude or indifferent treatment.

While we can never tell for certain who may resort to violence, there are steps that can be taken to prevent violence:

Treat everyone - employees and customers -- with respect and consideration. Take threats of violence seriously and report them to the authorities. Make certain you have security procedures, alarms and warning codes, and that all employees know how to use them. If possible, keep potential weapons in their proper places beyond the reach of persons who have no legitimate need for them.

Be extra alert to the possibility of violence if a person appears to be under the influence of alcohol or drugs or appears to have recently been in a fight. Visible indicators of potential violence include the obvious possession of a weapon, extreme nervousness or abrupt movements, excessive restlessness such as pacing and obvious agitation, and being destructive toward walls, furniture or office equipment.

When you observe someone who seems to be on the edge of losing control, remain calm, stay alert and notify key employees. Call for security's presence (if available). Maintain a safe distance and give the person plenty of space. Don't turn your back and don't touch the person. If possible keep obstacles between you and the individual. Avoid dead-end corridors or corners, making sure you have a way out. Listen to the person. Don't display anger or defensiveness, and don't argue. Speak slowly and quietly.

Some work environments are more prone to violence than others, but violence is possible anywhere. Every employee should have some basic instruction in how to deal with violent behavior. If violence does occur, protect yourself to the extent necessary and make the appropriate call for help.

Train your employees so that they can stay as safe as possible in the event of workplace violence. Give them instruction on what to do and who to contact. Above all, make sure you instruct them not to take matters in their own hands -- especially if the aggressor has a weapon.

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