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2. Workplace Violence Human Resources Karmanos Cancer Institute February 2013/2014

3. Contents This computer-based learning (CBL) course examines workplace violence concerns by describing warning signs and preventive measures. The course also outlines steps to take in the event of a violent situation.

4. Workplace Violence Facts Violent incidents in the workplace are fairly rare, but they have increased dramatically in the last 20 years. Anyone can become the victim of a workplace assault.

5. Risk Factors Risk factors for workplace violence include: contact with the public. delivery of goods or services. having a mobile workplace (vehicle). working with unstable or volatile persons. working alone or in small numbers. working late at night or during early morning hours. working in high-crime areas. working in community-based settings.

6. People in certain occupations are at greater risk; for example: taxicab drivers have the highest risk of any occupational group. healthcare workers, community services, and retail settings have an increased risk of nonfatal workplace assaults. Risk Factors

7. Workplace violence among healthcare workers most often involves: a patient another person (for example, a family member) a coworker or former coworker.

8. Forms of Violence Workplace violence may be physical; for example, pushing, hitting, kicking, beating, pinching, scratching, or biting. It may also include: rapes or threats of violence shootings and assaults knives or other weapons. The violence may also be verbal and involve intimidation, "bullying", or other inappropriate behavior.

9. Warning Signs The warning signs of workplace violence may include: direct or veiled threats of harm. intimidating, belligerent, harassing, bullying, or other inappropriate/aggressive behavior. conflicts with supervisor/other employees. approval of the use of violence to resolve problems. and interest in/identification with perpetrators of workplace homicides.

10. Weapons Additional warning signs of violence include: bringing a weapon to the workplace. making inappropriate references to guns or hobbies related to guns (target shooting, hunting, etc.) fascination with weapons.

11. Awareness and Reporting Be aware of potentially violent situations. Report all threats/incidents to your immediate supervisor or Security. Deal with the issues (even if it seems frivolous) by responding seriously and objectively.

12. Guidelines Your behavior has a tremendous impact on a possibly violent individual. Offset the person's behavior with a helpful, calming response. Be courteous and patient. Stay calm. Speak slowly, quietly, and confidently. Acknowledge the person's feelings. Listen carefully and maintain eye contact. Keep the situation in your control. Get help if you are unable to control the situation.

13. If You are in Immediate Danger Signal for help from another person. Remove others from the area. Contact Security: Main - 111 Prentis Building - 2211 All Others - 911

14. Contact your supervisor and explain the situation. Who was involved? Where and when did it happen? What triggered the situation? Document the situation with an Incident Report. If You are NOT in Immediate Danger

15. Challenging Behaviors When dealing with a potentially violent person avoid challenging behaviors such as: standing directly opposite the person putting your hands on your hips crossing your arms or pointing fingers making sudden movements criticizing the person acting impatient

16. Establish Rules & Consequences Take the situation seriously. Calmly remind the person of the consequences of violent behavior. Point out choices by helping the person see ways to make big problems smaller, more manageable ones. Example "Do you really want to hurt someone?"

17. Delaying Tactics Ask the person what would improve the situation, but do not make promises you cannot keep. "Could we go in the other room where it is quieter?" (where there are no objects that can be used as weapons or where you may get help from someone else). "We are in a hospital. Please lower your voice."

18. Position yourself near an exit. Keep three to six feet away from the person. Be aware of anything that can be used as a weapon. Never try to grab a weapon. Additional Guidelines

19. Keep calm and keep talking. Do not hang up.  Notify your immediate supervisor (if possible) and signal a coworker to call Security.  Ask the caller to repeat the message and write it down. Repeat questions, if necessary.  Listen for background noises and write down a description.  Write down whether it's a man or a woman, pitch of voice, accent, and anything else you hear.  Try to get the person's name, exact location, and telephone number. Telephone Threats

20.  Secure the area as a crime scene.  Talk about your experience with someone you trust.  Show respect and support for employees' efforts to care for one another.  Bring the work environment back to normal after an incident. Guidelines

21.  Be aware of potentially violent situations and risk factors (working alone, working with unstable or volatile persons, working late at night or during early morning hours, working in high-crime areas, etc.)  Recognize the different types of workplace violence.  Immediately report potentially violent situations to your supervisor.  If you are in a potentially violent situation, contact Security immediately. Stay calm and follow the guidelines presented in this course.  Contact Employee Assistance program (EAP) at (877) 789-3271 for help if you are a victim of workplace violence or experiencing personal problems.  For more information about workplace violence, see your supervisor, risk manager, or human resources. Summary

22. Resources:  Dealing with Workplace Violence: A Guide for Agency Planners, United States Office of Personnel Management, 1998  Violence in the Workplace, National Institute for Occupational Safety and Health, Division of Safety Research, July 1996  Covenant Health System, Knoxville, Tennessee Summary

23. We hope this Computer Based Learning course has been both informative and helpful. Feel free to review this course until you are confident about your knowledge of the material presented. Click the Take Test button on the left side when you are ready to complete the requirements for this course. Click on the My Records button to return to your CBL Courses to Complete list. Click the Exit button on the left to close the Student Interface. Summary