"DYING TO WORK" PART IV: WHAT EMPLOYEES CAN DO Violence is brought to the workplace by two classes of perpetrators. Those who have a connection to the business and those who don't. CONNECTION TO THE BUSINESS NO CONNECTION Employees, Ex-Employees Robbers Customers, Ex-Customers Rapists Manager, Ex-Managers Gangs Romantic Obsession, Ex-Romantic Obsession Terrorists Other Criminals Understanding the motives of these two groups can help employees to recognize the danger signs which may precede violence. I. MOTIVES - Connection to the Business A. Revenge. Motivations for revenge include: 1. Disciplinary Action. 2. Termination. 3. Poor Performance Review. 4. Passed over for Promotion. 5. Health Problems. 6. Personal Problems. B. Jealousy. Motivations for jealousy include: 1. A Divorce. 2. A Break-up. 3. A Romantic Obsession. II. MOTIVES - No Connection to the Business A. Financial Gain B. Dominance or the Feeling of Power Perpetrators with no connection to a business present an Exterior threat. Observant employees and a good security plan can prevent most criminal acts from exterior sources. But perpetrators with a connection to the business pose an Interior threat. Employees and Supervisors are often in the best position to recognize and report the danger signs of impending violence posed by interior threats. I. Recognize & Report Danger Signs A. Personal Problems. Report any problems that you or a co-worker may be having outside the workplace that could affect the work environment (i.e. domestic violence, restraining order, gang connections, etc.) B. Co-Workers. 1. Behavioral changes to notice in co-workers: a. Verbal threats of any kind. b. Talk about "getting even" for disciplinary action or termination c. A pattern of threatening or intimidating behavior. d. Frequent anger or defensiveness about work actions. e. Obsession with weapons. f. Bringing weapons to the workplace. g. Alcohol or substance abuse. h. Fascination with other workplace violence events, homicide or suicide. i. An increase in irritability and impatience. j. Increased frequency of angry outbursts. k. Concentration and memory loss. l. Sleeping problems. m. Blaming others for lack of success in the workplace or in life. n. Angry interior dialogues (i.e. mumbling or talking angrily to themselves). o. Acute Depression. p. Adversarial relationships at work. q. Changes in personal hygiene. (Example: A usually neat dresser begins to look unkept.) r. Changes in behavior. (1) A usually happy person suddenly becomes depressed (2) A loud and boisterous person becomes reserved, etc C. Customers. 1. Abusive language on the telephone. 2. Extreme rage because of perceived slow service, poor product quality or lack of information. 3. Threats of any kind directed at: a. Employees. b. Supervisors. c. Management. d. The Company. D. Strangers. 1. Nervous, Threatening or Scared Appearance. 2. Unusual dress, grooming or behavior. 3. Loitering in areas where they don't belong. 4. Lack of identification or ID badge. 5. Threats of any kind directed at: a. Employees. b. Supervisors. c. Management. d. The Company. Regarding threats: employees should treat every threat as though it is real until it can be proven that it's not. Besides learning to recognize and report danger signs, employees should: ADOPT SAFETY STRATEGIES DE-ESCALATE TENSE SITUATIONS BE PREPARED FOR POSSIBLE VIOLENCE II. Adopt Safety Strategies A. Standard Safety Procedures: 1. Know what the company policy is regarding violent incidents and how to handle them. a. Emergency phone numbers should be close to all telephones. b. Learn how to use alarm systems, panic buttons or other emergency systems. c. Designate an emergency "signal" to be used within your work group(s). An emergency signal might be a pre-arranged code word that warns others of impending danger. d. Develop and practice an escape route in case you need to retreat from violence. 2. Set up a "buddy" system for protection. If possible, it's a good idea to have two or three co-workers leave together. 3. If you work with the public, it's a good idea to keep desks or counters cleared of objects that could be used as weapons (paper weights, etc.). 4. Perpetrators often times hide in stairwells or elevators. a. Try to avoid using dimly lit or seldom used stairwells. b. If you are on an elevator alone with a suspicious looking person, try to stand near the control panel. If necessary, push all the buttons so that the elevator will stop frequently at every floor. If you are are attacked, scream and call for help. 5. Try to avoid working alone. a. Park close to the building entrance and in well lit areas. b. If you are leaving the building at night, try to leave with other co-workers or call a friend or family member to let them know when you will be leaving. c. Before leaving the building, look outside to make sure there are no suspicious looking people or vehicles in the area. d. Make sure you have your car keys in your hand before leaving the building. e. As you approach your car, glance underneath and inside your car before getting in. f. Once you are in the car, lock the door. Start the car and leave. Do not give potential perpetrators time to approach your car. g. If you take a bus or train, check the time schedules before leaving the building. This will minimize your wait time outside. Try to leave with others. B. Respect Co-Workers. Support the principle of treating others as you would like to be treated. 1. Develop an understanding for different cultures. 2. Refrain from arguing or inciting co-workers. 3. Refrain from spreading rumors or innuendoes. 4. Refrain from making fun of others. C. Respect for Customers & Clients Acknowledge the Customer. 1. Greet them with a smile. 2. Ask "How can I help you?" 3. Thank them for waiting. 4. Customers like to be treated fairly. a. Customers who have been waiting the greatest amount of time should get service before others who have not been waiting as long. b. If customers have to wait an extended period of time for service, their expectations for good service become even greater. c. If you are helping a customer and the telephone rings, let another employee answer it. d. Treat customers the way you would like to be treated as a customer. D. Be Aware of Strangers 1. Do not allow strangers to enter through an access-controlled entrance. 2. If the person is obviously not dangerous, assist them with information or directions. 3. Suspicious looking people or questionable situations should be reported to security or local law enforcement. III. De-escalate Tense Situations Learning how to de-escalate situations can help you avoid violent confrontations: A. If you encounter extreme anger or rage: 1. Remain Calm. 2. Maintain Direct Eye Contact when Speaking. 3. Speak Clearly. 4. Don't Argue or Raise your Voice. 5. Use a pre-arranged code word to warn others of impending danger. 6. Get assistance, if there is time. B. In dealing with an emotionally enraged person: 1. Improve observation skills. Notice the person you are dealing with. Are they carrying any objects that could be used as a weapon? 2. Take one or two steps back from the individual. The emotionally-enraged individual needs more space. 3. Don't talk with your hands. 4. Slow down the pace of your speech. 5. Stand with assured posture. 6. Try to maneuver so that there is a barrier between you and the emotionally-enraged individual (i.e. desk, counter, etc.). 7. Use a pre-arranged code word to warn others of impending danger. 8. Get assistance, if there is time. IV. Be Prepared For Possible Violence If de-escalation doesn't work, you must be prepared for possible violence. A. See To Your Own Safety. 1. Don't panic. 2. Use your head. 3. Withdraw, if possible. B. If you are confronted or attacked by an individual: 1. Give them any valuables they ask for. 2. If you are attacked: a. Make as much noise as possible. b. Strike out at vital areas such as: (1) Eyes (2) Throat (3) Knees (4) Shins (5) Groin 3. If a perpetrator has a gun or weapon: a. Try to remain calm. b. Don't try to be a hero. c. Do not act confrontational. d. Speak slowly but clearly to the individual. f. Follow exact directions that the perpetrator may give you, within reason. 4. If escape is possible, notify co-workers of the situation. 5. After a violent incident, you should: a. Notify your supervisor or law enforcement as soon as possible. b. Do not touch anything. c. In the event of rape, do not change clothes or wash until examined by a medical professional. Remember, the four most important steps employees can take to protect themselves from violence are: 1. OBSERVE - Notice changes in behavior or suspicious situations. 2. REPORT - Anything unusual or suspicious. 3. DE-ESCALATE - Tense Situations. 4. RETREAT - If De-escalation doesn't work, try to retreat to safety.