Guide to Violence Prevention in the Work Place

Appendix E

Tips for Preventing and Managing Incidents of Violence

There are steps that you can take to reduce such incidents in your work place. The following practical suggestions are from a guide entitled "Violence in the Workplace" from the Canadian Centre for Occupational Health and Safety (1999).

Dealing with a potentially violent person

  1. Tips for verbal communication
    • Focus your attention on the other person to let them know you are interested in what they have to say.
    • Do not glare or stare, which may be perceived as a challenge.
    • Remain calm and try to calm the other person. Do not allow the other person's anger to become your anger.
    • Remain conscious of how you are delivering your words.
    • Speak slowly, quietly and confidently.
    • Speak simply.
    • Avoid communicating a lot of technical and complicated information when emotions are high.
    • Listen carefully. Do not interrupt or offer unsolicited advice or criticism.
    • Encourage the person to talk. Do not tell the person to relax or calm down.
    • Remain open-minded and objective.
    • Use silence as a calming tool.
    • Acknowledge the person's feelings. Indicate that you can see he or she is upset.
  2. Tips for non-verbal behaviour and communication:
    • Use calm body language - relaxed posture with hands unclenched, attentive expression.
    • Arrange yourself so that your exit is not blocked.
    • Position yourself at a right angle rather than directly in front of the other person.
    • Give the person enough physical space… this varies by culture, but normally 1-2 metres is considered an adequate distance.
    • Get on the other person's physical level. If they are seated try kneeling or bending over, rather than standing over them. Do not pose a challenging stance.
      Such as:
      • standing directly opposite someone;
      • putting your hands on your hips;
      • waving your arms;
      • crossing your arms.
    • Do not make sudden movements which can be seen as threatening.
    • Do not fight. Walk or run away. Get assistance from security or police.

Responding to a physical attack

If you are attacked:

  • Make a scene, yell or scream as loudly as possible. Try shouting words like Stop or Help.
  • If you are being pulled along or dragged, fall to the ground and roll.
  • Blow a whistle, activate your personal security alarm or push the security alarm.
  • Give bystanders specific instructions to help you. Single someone out and send them for help. For example, "You in the yellow shirt, call the police."
  • If someone grabs your purse, briefcase or other belongings, do not resist;
    • throw the item on the ground several feet away from the thief and run in the opposite direction, yelling "Stop or help".
  • Do not chase a thief.
  • Run to the nearest safe place, a safe office or an open store.
  • Inform your supervisors or the authorities at your work place.
  • If agreed, call the police immediately after the incident.
  • File an incident report.

When you are in unfamiliar premises

  • Check for escape routes and position yourself near an escape route.
  • Take control of the seating arrangements. If possible, seat yourself near the door.
  • Be well prepared for an appointment. Review the available information about the individual(s) you are meeting.
  • Terminate the appointment in a non-confrontational manner if the individual appears to be:
    • intoxicated;
    • under the influence of drugs;
    • emotionally disturbed and threatening or out of control.

Do not allow yourself to be backed into a corner. Leave a clear path to the exit.

Do not venture too far into the premises e.g., remain near an exit.

Do not turn your back on the person or enter a room first.

Terminating a potentially violent interaction

  • Interrupt the conversation firmly but politely.
  • Tell the person that you:
    • do not like the tone of the conversation;
    • will not accept such treatment;
    • will end the conversation if necessary.
  • If the behaviour persists, end the conversation.
  • Tell the person that you will ask them to leave the building, or that you will leave (if working off-site).
  • If the person does not agree to leave, remove yourself from the scene and inform your manager or supervisor immediately.
  • Advise other staff and have them leave the immediate area.
  • Have the manager or supervisor call security or police.
  • File an incident report.

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Date Modified:
2012-04-19