Violence in the Workplace in Are You Protected?

Transcription

1 Violence in the Workplace in 2017 Are You Protected?

2 About the Webinar Lines Are Muted Use Arrow To Minimize Menu View Slides in Full Screen Mode Enter Questions for Q&A Session

3 HRCI & SHRM Pre-Approved In order to receive the HRCI* & SHRM** Credits: Must have signed in with your unique registration link Must attend the entirety of the webinar Must answer the applicable polls for HRCI credits An HRCI certificate with ID# will be sent to you upon completion of all of the above Make sure to add crawfordadvisors.com to your whitelist/safe senders list to receive all follow-up s *The use of this seal confirms that this activity has met HR Certification Institute s (HRCI) criteria for recertification credit pre-approval. This activity has been approved for 1 HR (General) recertification credit hours toward aphr, PHR, PHRca, SPHR, GPHR, PHRi, and SPHRi recertification through HRCI. **Crawford Advisors is recognized by SHRM to offer Professional Development Credits (PDCs) for SHRM-CP or SHRM-SCP. This program is valid for 1 PDC for the SHRM-CP or SHRM-SCP. For more information about certification or recertification, please visit shrmcertification.org. ***This activity has met the criteria for 1 hours of continuing education credit toward the Oregon Nursing Home Administrator License. (Oregon residents only)

4 About Our Speaker Cindy Wagner, Director of Crawford HR Services Cindy possesses 30+ years of progressive and diverse human resources, compliance, and leadership experience that spans from start-up to established organizations. She has extensive hands-on experience leading HR initiatives including policy design, performance management, recruiting, compliance reporting, compensation, benefits administration, HRIS implementation, HR workflow development, leadership development and training, safety management, mergers and acquisitions, and payroll administration. Cindy s employment history includes positions in both the private and public sectors supporting employers with employee populations of 100 7,500 employees. Her vast level of expertise includes seven recent years as a Vice President of Human Resources and Payroll Services in a leadership and operations role. Cindy is focused on providing human resources strategic based solutions and compliance support to our clients. She is active in the HR business community and is a member of SHRM, CHRA, CC SHRM and the Hunt Valley Business Forum.

5 Agenda The purpose of this presentation is to provide our attendees with the knowledge to recognize and handle potential workplace violence situations. In today s presentation we will: Review the definition of Workplace Violence, Define techniques to identify potentially violent employees, Identify methods to help defuse violent situations, Discuss provisions and goals for your Workplace Security Policy; and Outline measures for risk reduction.

6 Headline News Alarming Cases involving workplace violence throughout the United States: Wal-Mart, Amarillo, TX June 2016, Shots Fired With Peaceful Resolution Baltimore City Department of Public Works, Baltimore, MD - March 2016, Deadly Shooting Pennsylvania Turnpike System, Newville, PA March 2016, 2 Murdered San Bernardino School Shooting, San Bernardino, CA December 2015 P.F. Chang s Restaurant, Peabody, MA September 2015, Deadly Stabbing Columbia Mall Shooting, Columbia, MD January, 2014 United States Post Office, Dearborn, MI December 1993, 1 Murdered/2 Wounded/Suicide United States Post Office, Edmond, OK August 1986, 14 Murdered/6 Others Wounded Neptune Worldwide Moving Company, New Rochelle, NY February 1977, 6 Murdered/4 Wounded/Suicide And the list goes on

7 What is Workplace Violence? Any act or threat of physical violence, harassment, intimidation, other threatening disruptive behavior that occurs in or is related to the work site and entails a substantial risk of physical or emotional harm to individuals or damage to company resources and capabilities.

8 The Occupational Safety and Health Administration (OSHA) also includes: Theft Stalking Arson Sabotage Bombing Taking Hostages Kidnapping Extortion Suicide Homicide

9 Poll Question #1 True or False OSHA cannot fine companies that experience workplace violence because it is unpredictable and OSHA has no workplace standard or law.

10 The National Institute for Occupational Safety and Health (NIOSH) classifies perpetrators of workplace violence into 4 categories: Type 1 No connection with the workplace and typically crime is committed in conjunction with violence Type 2 Maintains legitimate relationship with the business and becomes violent engaging in business. Type 3 Employee or past employee who attacks or threatens co-worker or former co-worker in the workplace. Type 4 No relationship with the business, but maintains personal relationship with the intended victim. Also includes victims of domestic violence assaulted or threatened while at workplace.

11 Participants in Workplace Violence Employees = Current and Former External Customers and Visitors to the Workplace Family Members or Domestic Partners

12 Workplace Violence Does Not Include: Annoying behavior Disliking a co-worker Rude customers and/or visitors

13 Identifying Potentially Violent Employees Knowing when a person may exhibit violence can be extremely difficult All violent people do not show signs of violence Not all signs of violence will be demonstrated One behavior or physical sign may not be a strong indicator Numerous warning signs increase the potential for violence

14 Identifying Potentially Violent Employees Warning Signs What to watch for? Written, oral, or implied threats or intimidation Fascination with weaponry or acts of violence Theft or sabotage of projects and/or equipment Alcohol or drug abuse in the workplace Expressions of hopelessness or heightened anxiety Intention to hurt self or others Lack of concern for their own or safety of others Externalization of blame Irrational beliefs and ideas Romantic obsession Displays of excessive or unwarranted anger Feelings of victimization Inability to take criticism New or increased sources of stress at home or work Productivity and/or attendance problems

15 Predictive Behaviors Threatening Behavior: Shares intentions to bring harm to another person Frequently holds grudges Extreme behavior, i.e., frequent phone calls, obsessions, gifting Anxiety about violence Identifying Potentially Violent Employees History of Violence: Fascination with weaponry Evidence of prior violent-type behavior Demonstrated violence towards inanimate objects

16 Predictive Behaviors Intimidating Behavior: Often argumentative Identifying Potentially Displays unwarranted anger toward self and others Uncooperative, impulsive, and easily frustrated Frequently challenges peers and figures of authority Violent Employees Increased Personal Stress: Serious family and/or financial problems Recent change in employment status Unreciprocated romantic obsession

17 Predictive Behaviors Socially Challenged/Isolated: Limited family and friends Negative interpersonal relationships Identifying Potentially Establishes workplace as a home and coworkers as family members Demonstrates compulsive connection to his or her job Violent Employees

18 Predictive Behaviors Recognized Mood Swings or Changes in Behavior: Bizarre or extreme behavior Irrational ideas or beliefs Identifying Potentially Appears to suffer from depression and/or increased anxiety levels Recognized decline in overall work performance Violent Employees Harmful Personality Traits: Suspicious of others Possesses sense of entitlement Unable to accept criticism Feels victimized

19 Poll Question #2 Which of the following is not an example of workplace violence? a. A patient who assaults a healthcare professional who is trying to treat him b. An employee who routinely berates and verbally abuses coworkers c. The domestic partner of an employee who shows up at the office and threatens his/her partner d. All of these are examples of workplace violence

20 Methods to Defuse Violent Situations Recognition Early warning signs Examples of a hostile situation: Changes in speech patterns loud, frantic and fast Verbally abusive intimidating and/or bullying Presence of gesturing Aggressive body language pointing, clinching of fists, space invader Discourteous and/or disrespectful - issuing personal insults and threats Uncooperative

21 Methods to Defuse Violent Situations Exercise the following steps when addressing a potentially violent person: Evaluate the situation internally Call for assistance in assessing/responding, if needed Exercise patience, empathy when speaking with the individual Listen, encourage communications Remain calm, speak slowly, softly, and clearly Demonstrate a sense of relaxed and attentive posture toward the individual Position your body outside of their direct path Focus attentively on the feelings the individual is expressing Suggest that you move to a location where the individual could speak confidentially Ask questions relevant to complaint Express reassurances Suggest options for resolution Place yourself in a location to exit promptly

22 Methods to Defuse Violent Situations Actions are critical in violent situations. Avoid: Promises Be careful not to make promises you can t keep Physical contact Don t establish a physical connection Heroism No need to be the Hero Goals: Divert aggression Safety of others Personal safety

23 Steps include: Recovery Employees and families Evaluation Room for improvement? What Comes Next? Actions following a violent incident in the workplace are critical to the healing process. Employee Assistance Program Call upon the Subject Matter Experts (SMEs)

24 Recovery: What Comes Next? Stage 1 Employees Emotional and physical responses Stage 2 Impact Stage Reality = Short-term and long-term emotions Stage 3 Reconciliation Stage Evaluation and closure Evaluation: Incident Review Rewind the events Identify exposures Management Reporting Recommendations for improvements and prevention Employee Assistance Program (EAP): Employee Assistance Program (EAP) Employ services of EAP Team Employees and family members need reassurances

25 Poll Question #3 True or False Employers should be prepared to provide medical and psychological counseling and debriefing for employees who experience or witness violent incidents.

26 Prevention Program Developing an effective Workplace Violence Prevention Program Requires customization to fit company needs: Size Resource Levels Logistics Primary components of program: Employee involvement Risk evaluation Detailed written policy Management and Employee training Exercises and drills Recordkeeping Regular program evaluation

27 Workplace Security Policy - Provisions Policy should state employer s approach to preventing incidents of violence and outline the duties and responsibilities of management and employees. The written policy should include: Zero tolerance for workplace violence Definition of workplace violence and unacceptable behavior Instructions for reporting incidents of workplace violence Outline of disciplinary actions for violations of the policy Zero Tolerance Sample Our company provides a safe workplace for all employees, customers, and third parties. All employees should review and understand all provisions of this workplace violence policy to ensure a safe workplace and help reduce the risk of violence.

28 Workplace Security Policy - Provisions Workplace Violence Definition Workplace violence is any act or threat of physical violence, harassment, intimidation, or other threatening disruptive behavior that occurs at the work site. Unacceptable Behavior Definition Employees are prohibited from making threats or engaging in violent activities. The following types of behavior are prohibited: Causing physical injury to another person Making threatening remarks Aggressive or hostile behavior that creates a reasonable fear of injury to another person or subjects another individual to personal distress Intentionally damaging company property or property of another employee Possession of a weapon while on company property or while on company business* Committing acts motivated by, or related to, sexual harassment or domestic violence *Check specific state rules for weapons possession on company property guidelines.

29 Workplace Security Policy - Provisions Reporting and Recordkeeping Procedure should address the following requirements: Report all potentially dangerous situations to supervisor or the Human Resources Representative Appoint a corporate representative who becomes the point person when handling internal communications and coordination of external affairs, i.e., Corporate Security Officer. Provide outlet for anonymous reports and confidentiality guidelines Create a Workplace Security Policy Infraction Incident Report Counseling Internal investigations Evacuation protocols

30 Workplace Security Policy - Goal Sample Goal Statement: The goal of the Workplace Security Policy is to promote the safety and well-being of all people in our workplace. All incidents of violence or threatening behavior will be investigated with the highest level of security and responded to immediately upon notification. If appropriate, ABC Company will provide counseling services or referrals for employees.

31 Risk Reduction Measures What is Risk? Noun = a situation involving exposure Verb = to expose (someone or something of value) to danger, harm, or loss Compliance Directive Federal Level Occupational Safety and Health Administration Requirement General Duty Clause Compliance Federal, State & Local 24 States Adoption of additional standards and enforcement policies Domestic Violence Laws Threats, stalking, and other domestic type violence impacting employers

32 Poll Question #4 Which of the following is not a risk factor for workplace violence? a. Handling money b. Working alone c. Working outside d. Working where alcohol is served

33 Risk Reduction Measures Common sense practices: Hiring Safety Risk assessment Counseling for individual situations At risk employees Training and routine drills Incident Management Resources EAP

34 Risk Reduction Measures Workplace Violence Committee or Task Force Identify action team comprised of employees at various levels to train on corporate guidelines and objectives. Meet routinely to update policy, reinforce expectations, train, and conduct routine drills. Employees are our best advocates for employee safety! Adopt and Promote Workplace Violence Prevention Policy Establish Clear Codes of Conduct Organize Awareness and Training Sessions Do Not Allow Conflicts to Escalate into Harassment or Acts of Violence Zero Tolerance! Set-up Effective Lines of Communication Pay Attention! Encourage Acceptance of Individual Differences

35 Poll Question #5 Which of the following is a good method to try to defuse a violent situation? a. Agree to anything to ensure the individual calms down b. Communicate in a calm and slow demeanor c. Touch the individual on the arm to show empathy d. Pay attention to the individual to demonstrate interest e. B and D

36 In Summary

37 Questions? If you have any further questions about the information discussed in this presentation please feel free to contact us at: Crawford Advisors, LLC HQ: 200 International Circle Suite 4500 Hunt Valley, MD Sweetbay Drive Suite 10 Salisbury, MD King of Prussia Road Suite 650 Radnor, PA Granite Run Drive Suite 250 Lancaster, PA W. Executive Parkway Lehi, UT additional AssuredPartners offices throughout the US & the UK (800) Crawford HR Services: (443) Other Presentations: Questions & Requests: