It is a right of all staff to feel safe at work and not feel threatened by other staff or customers. The act of violence and aggression is a risk and a hazard in itself and needs to be addressed immediately. Violence in the workplace does not have to be physical but also includes threats of violence and can come from colleagues, customers, patients, clients or workers from other businesses.
Example: Library Security Challenges
Jack works as a security guard at a city library that has got late closing hours. Recently there has been an influx of clients visiting the library that are homeless and typically intoxicated with alcohol and other drugs. It is Jack’s job to ensure the library is free of people before Jack sets the security alarm. In the last month or so, Jack has been physically threatened on a number of occasions by a few select patrons. These encounters are causing Jack to feel very vulnerable and he is beginning to experience panic attacks.
What contributes to Violence and Aggression
- The type of work
- Lack of signage
- Use of drugs or alcohol
Negative consequences of Violence and Aggression
- Increased stress and anxiety
- Physical injury
- Increased absenteeism
- PTSD
- Depression
Strategies to mitigate violence and aggression in the workplace
Implement Comprehensive Security Measures: Develop and maintain robust security protocols to protect employees from violence and aggression. This includes installing security cameras, alarm systems, and controlled access points. Ensure that security measures are regularly reviewed and updated as needed.
Promote a Zero-Tolerance Policy: Develop and enforce a zero-tolerance policy for violence and aggression in the workplace, including violence from customers. Clearly communicate this policy to all employees and customers, ensuring that any violations are dealt with swiftly and appropriately.
Establish Clear Reporting Procedures: Create clear and confidential procedures for reporting incidents of violence and aggression. Ensure employees know how to report these incidents and that all reports are taken seriously and addressed promptly.
Provide Training on De-escalation Techniques: Offer regular training sessions for employees on how to handle aggressive behaviour and de-escalate potentially violent situations. Equip staff with the skills to recognise warning signs and respond effectively to threats.
