Workplace
Violence
This topic seems
to hit the news in spurts; first it gained infamy with postal employees,
but has since permeated nearly every sector of the working community.
While Mount
Holyoke College, like every employer, aims to hire dedicated, considerate
employees, the stresses of life can have a toll on everyone, unfortunately
some to the point of violence at home or in the workplace.
We wish to provide
the community with some information on the warning signs and how
to protect themselves.
What is Workplace
Violence?
Workplace violence
is defined by OSHA as "violence or the threat of violence toward
workers. It can occur at our outside the workplace and can range
from threats and verbal abuse to physical assaults." Violence
can be from a co-worker, any other member of our community, or a
visitor.
What Can
We Do?
The college
does not tolerate any violence toward or against their employees.
Department managers are encouraged to provide education to their
employees so everyone understands what conduct is not acceptable,
and what to do if they witness or are subjected to workplace violence.
Public Safety and our Director of Safety and Environmental Affairs
can be resources for departments wishing to conduct such training.
Departments
should assure the security of their workspace. Public Safety can
provide staff to assess your workplace and make improvements for
increased safety. Employees themselves are a big part of this; employees
should always lock offices or department spaces when not in use.
Employees should avoid working alone where possible and make other
safety arrangements when working alone is necessary. Report lighting
or lock issues to Facilities Management as soon as possible.
If someone does
not feel comfortable with a situation, s/he should contact his/her
immediate supervisor. If the concern is with that supervisor, the
Human Resources or Dean of Faculty office should be consulted. If
there is a concern that someone is becoming or may become violent,
an employee should contact Public Safety who can work with departments
to assess the situation and assist in making employees safer.
Recognizing
Trouble
Watch for these
nonverbal signs that someone may be becoming angry:
- an inappropriate
smile; a smug look that suggests they don't believe you
- touching
or rubbing the nose
- turning the
body slightly away, showing they are not interested in what you
are saying
- rubbing the
back of the neck (a sign of frustration)
- scuffing
their shoes
- short, quick
breaths
- flaring nostrils
- clenched
fists
- tight neck
and face muscles
What to Do
if Someone is Becoming Angry
Showing the
person you are in control of the situation can help give you the
authority to diffuse it.
- sit or stand
erect
- square your
shoulders
- smile sincerely
- avoid touching
your face or hair - these show nervousness
- use the person's
name to show a sense of caring - it makes them feel more like
a person than a number
- get them
moving - offer them a chair or take them to a private (but safe)
area. This demonstrates your concern
- offer them
a beverage
- acknowledge
their feelings
- only offer
assistance you can provide. Use "I," "What I can
do is..."
- offer them
an alternative if one is appropriate and available
- call Public
Safety at 1-911 if you sense things are getting
out of hand
- if you work
in an office that is prone to dealing with angry people, develop
a signal system with co-workers that indicates that you want them
to call for help, and make sure someone else is nearby whenever
dealing with someone who is irate
- offer to
have the person speak with a supervisor. This shows you are confident
with your actions, and may allow the person a chance to cool off;
they may present themselves differently to someone they feel has
more authority
For Supervisors
What are some
signs that an employee may be at risk for violent behavior?
- attendance
problems
- concentration
problems
- signs of
stress, heightened anxiety, mood swings, depression
- performance
problems of fluctuations in performance
- poor job
relathionships/interpersonal conflicts (uncooperative, argumentative,
belligerent)
- inability
to accept responsibility or constructive criticism
- poor or slipping
hygiene or health
- disregard
for safety
- inconsistent
behavior, including substance abuse
If you notice
these signs, consult with Human Resources and/or Public Safety.
While recognition of warning signs and helping someone deal with
issues is important, there is a balance between employees' individual
rights and privacy are important to consider. Human Resources and
Public Safety can assist you with assessing the situation and taking
appropriate action to assure the safety of your staff and visitors.
If you notice
an employee dealing with an angry customer or co-worker, offer your
assistance. Your command presence may help to diffuse the situation.
You may choose to sit both parties down together, or perhaps even
better is to meet with the angry party in a safe location to diffuse
the issue. If you don't feel comfortable, you can offer to meet
with the angry person with a Human Resources staff member, or with
the college's Ombudsperson. This allows the person some time to
cool down and perhaps when you meet again, s/he will be in a better
place to communicate more rationally.
If you sense
a situation has the potential of becoming dangerous, notify Public
Safety immediately at 1-911. Do not take your safety
or that of your staff lightly. It is far better to be over-cautious
than risk dealing with violent behavior.
Can we Get
Some Training?
Yes! Associate
Director Barbara Arrighi is trained as an instructor in Management
of Aggressive Behavior (MOAB) which was originally designed for
law enforcement officers dealing with difficult people. Over the
years she has tailored a program for campus community members. To
request a training, contact Barbara at barrighi@mtholyoke.edu
or at x3303.
Resources:
Occupational
Safety and Health Administration
NIOSH
National
Center for Victims of Crime
- Employee Information on Workplace Violence
National
Center for Victims of Crime - Employer Information on Workplace
Violence
British Columbia Workplace Health & Safety
US Department of Justice, Bureau of Justice Statistics, Workplace
Violence
Sexual Harassment
Mount
Holyoke College Sexual Harassment Policy (restricted to on campus
viewing only)
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