"DYING TO WORK" PART VI: WHAT SUPERVISORS CAN DO There are five major challenges that supervisors face in mitigating workplace violence: I. Having A Clear Violence Policy II. Support From Management III. Knowledge of Services IV. Interaction with Employees V. Ability to Handle Conflict I. A Clear Violence Policy It is important that there is zero tolerance for violence and that the supervisor be able to communicate violence policy and procedures. The employee must have a clear understanding of the policy and what the consequences are for breaking the rules. The goal of a Zero Tolerance policy is to make the rules and consequences very clear. Hopefully, this will make employees feel protected and thus more willing to voice any concerns or problems they have instead of acting out their frustration with violence. II. Support From Management Management may not realize the seriousness of a violence- related problem or situation. Ineffective management (i.e. ignoring emerging problems) can make employees feel unprotected. They may begin to feel that nothing will be resolved unless they take action on their own---and this can create more stress and more violence. It is up to the supervisor to be able to communicate clearly and deal effectively with conflicts and complaints and keep management aware of potential problems. III. Knowledge of Services No one can know how to handle every incident that may occur. However, knowing whom to ask, how to get information and how to refer employees who may be having problems is an invaluable tool in mitigating workplace violence. Find out if your company has an Employee Assistance Program (EAP), an Employee Services department or other service(s) that may be able to assist you. IV. Interaction with Employees Get to know your employees. A. Find out what may be bothering them B. Get to know each employee's stress factor(s) (i.e. problems at work, problems at home, etc.) C. Take the time to listen to your employees D. Notice how they react to you and to other employees V. Ability to Handle Conflict Supervisors must not be afraid to handle conflict. Ignoring a small problem often leads to more serious conflicts. Don't be afraid to seek help from management or appropriate employee services departments. To effectively handle conflict, supervisors must: A. Communicate A Violence Policy - A clear violence policy gives employees and customers an alternative for venting problems and concerns. Employees will feel more protected. This increases productivity as well as preserving dignity within the workplace. B. Get to Know Employees - By listening, talking and observing your employees, you will be able to recognize warning signs that may precede violence. Persistent and extreme changes in behavior, dress or ways of handling stress are good indicators that something is wrong. C. Use Available Services - Don't diagnose the problem-- identify it and refer the employee to available services such as Employee Services or an Employee Assistance Program. D. Take Appropriate Action to Handle Conflict 1. Set a good example for your employees. Be fair and communicate policies so everyone knows the rules and the consequences for breaking those rules. 2. Promote a zero tolerance policy. Each employee should sign a piece of paper indicating they have understood what the company's policy is toward violence of any kind. 3. Address employee concerns. Try to maintain confidentiality. Let them know that retaliation against another employee will not be tolerated. 4. Follow a Violence Prevention Procedure. This will help you to identify and address problems before they become more serious. VI. A Sample Violence Prevention Procedure A. Observation - Get to know your employees and learn to recognize patterns that may lead to violence. B. Documentation - This is important for legal reasons, psychological reasons and Human Resources reasons. Document when you notice that: 1. Appropriate behavior is changing to inappropriate behavior. 2. Productivity is decreasing. 3. Threats have been made (Make sure you document the exact words of the threat, if possible). C. Employee Meetings - How you relate to your employees in a meeting about their behavior is very important. You want them to know that you are listening to their concerns, but also seeking solutions to the problem. 1. Focus on behavior. 2. Don't discuss impact. 3. Don't take notes. 4. Listen. 5. Summarize what they say. 6. Give your point of view. 7. Allow them to respond. 8. Summarize what they say. 9. Talk about impact. 10. Ask for input. 11. Ask them for solutions. 12. Set guidelines. 13. Express confidence in the plan. D. Referral - It may be time to refer an individual if behavioral changes persist or if troublesome patterns begin to develop. Signs to watch for include: 1. Increased absenteeism. 2. Decrease in productivity. 3. Difficulties with co-workers. 4. Increased irritability, etc. VII. Handling Threats and Assessing Their Seriousness A. Secure Consultation. Get help from Human Resources or other departments which can assist you. B. Assess the Seriousness. Ask the following questions to determine the violence potential of an individual. 1. What do they mean by the threat? 2. Who are they mad at? 3. How would they do it? If you get clear answers to all three of these questions, it means the individual has spent time thinking about his actions. The more detailed the answers, the greater the potential for violence. C. Establish the Context of the Threat. Determine the who, what, when, where and why of the threat. 1. Who was involved? 2. What was said? 3. What happened? 4. When did it happen? 5. Where did it happen? 6. Why did it happen? There are three general types of potentially violent individuals whom the supervisor may encounter within the workplace. There are different methodologies in dealing with each of these types. SCARED INDIVIDUALS: External Indicators Your Reactions 1) Pale or ashen skin 1) Maintain Distance 2) Shaky voice 2) Relaxed Body Expression 3) Calm Voice 4) Don't Touch FRUSTRATED INDIVIDUALS: External Indicators Your Reactions 1) Red Face 1) Maintain Distance 2) Angry Gestures and Posture 2) Speak Quietly but Firmly 3) Frustrated or Angry Voice 3) Assured Posture 4) Maintain Eye Contact 5) Speak Slowly EXPLOSIVE INDIVIDUALS: External Indicators Your Reactions 1) Threatening Posture or Actions 1) Remind Them of Consequences 2) Loud and Threatening Voice 2 ) Maintain Distance. Keep an 3) Direct Threats object between you (table, desk) 3) Speak Slowly 4) Limit Body Movement 5) No Gestures/Physical 6) No Eye Contact When Listening; Only When Talking If there is a weapon, GET HELP. 1) Don't be a hero. 2) Don't be hysterical 3) Don't resist or be confrontational 4) Speak slowly & clearly 5) Within reason, follow any directions given you