5.5 Violence at Work

Types of violence at work

The HSE defines work-related violence as "any incident in which a person is abused, threatened or assaulted in circumstances relating to their work". Verbal abuse and threats are the most common incidents, and physical attacks are comparatively rare.

Most people think of violence as physical assault, but workplace violence is a much broader problem. It can be defined as any act in which a person is abused, threatened, intimidated or assaulted in the course of their employment. Generally it includes:

• Physical violence. Physical attacks, from a slap, kick, spit or shove up to more extreme violence.
• Psychological violence. Behaviour that causes psychological harm to the person on the receiving end. It includes harassment, coercion, sexual harassment and verbal harassment.
• Verbal abuse. Shouting, swearing or insults, sexual harassment or other unwanted advances, and racial abuse.
• Bullying. Acts or comments that could hurt or isolate a person mentally in the workplace. It usually involves repeated incidents or a pattern of behaviour intended to intimidate, offend, degrade or humiliate a particular person or group.

Jobs and activities that increase the risk of violence

Certain work factors, processes and interactions raise the risk of workplace violence. Examples:

• working with customers or the public, such as police, social workers and customer service staff
• handling money, valuables or prescription drugs, such as cashiers and pharmacists
• carrying out inspection or enforcement duties, such as police and fire services
• providing service, care, advice or education, such as health care staff and teachers
• interactions involving threats, aggression, distress or refusal of a service; assess observed behaviour and circumstances rather than infer violence from a diagnosis or label
• working where alcohol is served, such as food and beverage staff
• working alone or in small numbers, such as shop assistants and estate agents, or in isolated or low-traffic areas, such as an isolated reception, storage areas and utility rooms
• working in community settings, such as nurses, social workers and other home visitors

Control measures to reduce the risk of violence

Controls generally fall into three categories: workplace design, administrative practices and work practices.

Workplace design covers layout, signs, locks or physical barriers, lighting and electronic surveillance. Building security is one case where design matters a great deal. Consider:

• positioning office furniture, the reception area or the sales or service counter so that it is visible to colleagues
• positioning furniture so that the employee is closer to a door or exit than the client and cannot be cornered
• installing surveillance cameras in public areas such as entrances, car parks and waiting rooms
• installing physical barriers such as pass-through windows or protective enclosures
• keeping the number of entrances to a minimum
• using coded cards or keys to control access to the building or to certain areas
• good exterior lighting around the workplace and near entrances
• placing fences to control access to the workplace

Administrative practices are decisions about how you do business. Certain practices reduce the risk of handling cash. Consider:

• keeping cash register funds to a minimum
• using electronic payment to reduce the cash on hand
• installing and using a locked drop safe
• arranging regular cash collection
• keeping other valuables, such as firearms, tools and medicines, safely stored and secure

Work practices are everything you do while doing the job. They include management functions such as making sure performance evaluation is fair and transparent, and checking in with employees about workload and stress. People who work away from a traditional office, such as home workers, sales staff, estate agents and home care providers, can adopt practices that lower their risk. For example:

• prepare a daily work plan so that you and others know where and when you are expected
• name a contact at the office, and a back-up
• keep your contact informed of your location and stick to the call-in schedule
• check the credentials of clients
• use the buddy system, especially when you feel your personal safety may be threatened
• do not enter any situation or location where you feel threatened or unsafe

Summary notes for Element 5 · Cheat sheet · Glossary. A study aid, not published or endorsed by NEBOSH.