1. Violence at work Dr Malgorzata Milczarek European Agency for Safety and Health at Work

2.  Third-party violence  Physical violence, verbal aggression, or the threat of physical violence where the aggressor is not a work colleague, e.g. the person, customer, client or patient receiving the goods or services.  Violence to workers, regardless of source, is an occupational safety and health (OSH) issue  Violence to workers is a challenge to be solved at the organisational level. It is not an individual’s problem Third party violence

3.  Consequences of third party violence  At the individual level: Physical injuries Stress, fear, psychosomatic symptoms (headaches), negative mood, emotional exhaustion, sleeping problems, anxiety, sleeping problems, depression, problems with concentration, reduced job satisfaction At the organisational level: High absenteeism, high turnover, insurance costs, impaired performance Third party violence

4.  Risk of third party violence  Handling money or valuables  Dealing with public  Guarding of valuable property or objects  Working alone  Working at night or early in the morning  Working in the region where plenty of crimes are committed  Working at mobile workplace  Working with mentally disturbed, drunk or potentially violent people  Carrying inspections or enforcement duties  Working in social function  Providing care, advice, education, training Third party violence

5.  5 th EWCS (2010):  2% of workers reported physical violence (last year)  11% experienced verbal abuse (last month)  Belgium: 5.5% of workers exposed to violence in the last 12 months.  Denmark: 8% of workers exposed to violence during last year.  UK: Estimated 16% of workers have been subject to violence during last three months.  Finland: 23% of women and 11% of men reported being exposed to violence during last 12 months.

6. Concern regarding violence or threat of violence (ESENER, 2009) % establishments

7. Concern regarding bullying or harassment (ESENER, 2009) % establishments

8. Prevalence of procedures to deal with work-related stress, harassment, or violence % establishments, EU27

9. Prevention measures  Handling money Promote use of credit cards etc. Empty tills regularly and automatically…  Extended working hours Well lit stores Well lit car parks, with no hiding spots…. Procedures for opening and closing stores Avoid lone working. No lone working in high risk areas Arrangements for safe travelling to and from work  Procedures for refusing underage sales of alcohol, cigarettes

10.  After violent incident company procedures to prevent further harm should be applied, including:  Not leaving victims alone  Senior management support  Psychological support as necessary  Ongoing support in administrative / legal procedures (e.g. if police involvement)  Information to other workers  Investigation of the incident o Lessons learned o Review of risk assessment and measures Prevention measures