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LEADER'S GUIDE

0532-LDG-E

WORKPLACE VIOLENCE

Part of the SAFETY MEETING KIT Video Series

Quality Safety and Health Products, for Today...and Tomorrow

106 Capitola Drive Durham, NC 27713

(P) 919-544-6663 (F) 919-544-5800 Trainingnetwork.com



THE SAFETY MEETING KIT VIDEO SERIES

This program is part of the Safety Meeting Kit Video Series. The programs in this series have been created to provide employees with good, basic information on everyday safety and health topics. This series includes programs on the following topics: - Accident Investigation - The ANSI MSDS - Back Safety - Compressed Gas Cylinders - Computer Workstation Safety - Conflict Resolution (Industrial and

Office versions) - Crane Safety (Industrial and

Construction versions) - Driving Safety - Dealing with Drug and Alcohol

Abuse (Employees and Managers/Supervisors versions)

- Electrical Safety - Eye Safety (Industrial and

Construction versions) - Ergonomics (Industrial and Office

versions) - Fall Protection - Fire Extinguishers - Fire Prevention (Healthcare,

Industrial and Office versions) - First Aid (Industrial and

Construction versions) - Hand and Power Tool Safety

(Industrial and Construction versions)

- Hand, Wrist and Finger Safety (Industrial and Construction)

- Hazardous Materials Labels - Hazardous Spill Cleanup - Heat Stress (Industrial and

Construction versions) - Ladder Safety (Industrial and

Construction versions) - Machine Guard Safety - Materials Handling Safety - Office Safety - Rigging Safety (Industrial and

Construction versions) - Safety Audits - Safety Housekeeping and

Accident Prevention - Safety Orientation - Safety Showers and Eye Washes - Sexual Harassment (Employees &

Managers/ Supervisors versions) - Sexual Harassment Investigations - Slips, Trips and Falls - Welding Safety (Industrial and

Construction versions) - Wellness and Fitness - Winter Safety - Workplace Harassment (Industrial

and Office versions) - Workplace Stress - Workplace Violence

Other products in the Safety Meeting Kit line include employee booklets and posters which have been designed specifically to be used with the programs. By combining these three products you have all of the materials you need to promote and conduct a complete safety meeting (for information on booklets and posters contact your local distributor).



WARRANTY/DISCLAIMER "This program has been created to assist companies that are endeavoring to educate their employees regarding good safety and health practices. The information contained in this program is the information available to the producers of the program at the time of its production. All information in this program should be reviewed for accuracy and appropriateness by companies using the program to assure that it conforms to their situation and recommended procedures, as well as to any state, federal or other laws, standards and regulations governing their operations. There is no warranty, expressed or implied, that the information in this program is accurate or appropriate for any particular company's environment."

Copyright 1996, The MARCOM Group, Ltd.



TABLE OF CONTENTS 1 INTRODUCTION TO THE PROGRAM

- Structure and organization - Background - Objectives - Reviewing the program

2 PREPARING FOR THE PRESENTATION

- Structuring the presentation - Setting up the class and classroom

3 CONDUCTING THE SESSION

- The initial steps - Showing the program - Conducting the discussion - Concluding the presentation - Wrapping up the paperwork

4 OUTLINE OF MAJOR POINTS IN THE PROGRAM 5 ACCOMPANYING MATERIALS

- Scheduling and Attendance Form - Quiz - Training Certificate - Employee Training Log



INTRODUCTION TO THE PROGRAM Structure and Organization Information in this program is presented in a definite order, so that employees will see the relationships between the various groups of information and can retain them more easily. The sections in this program include:

- The nature of violence.

- Underlying causes of violence.

- Warning signs.

- Aggressive behavior.

- Threats and verbal abuse.

- Sexual harassment.

- Physical assault.

- Armed assailants. Each of the sections gives an overview of important information in one topic area, providing employees with the basis for understanding how to prevent workplace violence. Background One out of six violent crimes occurs in the workplace. And while sensational workplace homicides grab the headlines (homicide is now the second leading cause of death on the job and the number one killer of women in the workplace), other forms of workplace violence happen much more frequently. Less dramatic incidents of aggressive behavior, physical conflict and sexual harassment in the workplace are far more common.



The statistics of workplace violence can be frightening. For instance, assaults account for nearly three out of four reported incidents of workplace violence. But employees are not powerless against this type of crime, and can take precautions to protect both themselves and their co-workers. By recognizing and acting on the warning signs of violence, and knowing how to avoid or defuse potentially dangerous situations, the risk for physical confrontations on the job can be minimized. Reminding employees to treat each other with respect, and refusing to tolerate aggressive behavior, can also play a significant part in preventing workplace violence. Objectives To help employees understand how to prevent workplace violence, this education and training program is designed to present basic safety information in this area. Upon completion of the program, employees should be able to:

- Understand the nature of workplace violence.

- Spot the early warning signs and indications of potential violence.

- Apply proven techniques to handle verbal abuse, insults, intimidation and escalation.

- Understand that sexual harassment is a form of violence and know

what is included in this type of behavior.

- Recognize the variations of assault, including threats to do bodily harm.

- Know what to do, and what not to do, when confronted with an

armed assailant.



Reviewing the Program As with any educational program, the presenter should go through the entire program at least once to become familiar with the content and make sure the program is consistent with company policy and directives. An Outline of Major Program Points section is included in this Leader's Guide to help with this task and for general reference. As part of this review process, you should determine how you, as the presenter, will conduct your session. The use of materials such as handouts, charts, etc., that may be available to you needs to be well thought out and integrated into the overall program presentation.



PREPARING FOR THE PRESENTATION Structuring the Presentation In conducting this education session, you should proceed with a friendly and helpful attitude. Remember that the trainees are looking to your experience and knowledge to help them relate to the situations shown in the program. It is important to let the trainees interact with you and each other during the training session. Stimulating conversation within the group is one of the best things you, as the presenter of the program, can do to help everyone get as much as possible from the session. Be alert for comments that could help in this area in future sessions and make note of them. As the presenter, you also should:

- Keep the session related to the topic of workplace violence.

- Relate discussions to how to recognize potentially harmful situations and prevent workplace violence.

- Prevent any one person or small group of employees in the session

from doing all the talking.

- Get everyone involved. Ask questions of those who don't participate voluntarily.

- Clarify comments by relating them to the key points in the program.

Use the Outline of Major Program Points section in this guide, as well as the information included in the quiz, as the basis for answering any questions. If you don't know the answer, say so. Tragic results may occur should you provide incorrect or inaccurate information. Remember, this is a positive program on how to prevent workplace violence. Make sure your attitude and words reflect this and that the emphasis is always on providing the information needed by the attendees to improve their ability to work safely.



Setting Up the Class and Classroom Remember, there are a number of things that must be done to set up the class as well as the classroom. These fall into several groups of activities, and include:

- Scheduling and Notification - Use the enclosed form to schedule employees into the

session. - Make sure that the session is scheduled so that it fits

into your attendees' work day. - Send out notification of the session well in advance, to

give people enough time to incorporate it into their schedule for that day.

- If possible, post a notification on bulletin boards in the affected employees' areas.

- The Classroom

- Schedule the room well in advance. - Make sure the room can accommodate the expected

number of attendees. - Check it again on the day of the program to make sure

there is no conflict. - Make sure the room can be darkened, and won't create

a glare on the television screen. - Locate the light controls and test them. - Make sure the power for the videotape/DVD player you

are using operates separately from the room light. - See if you can control the room temperature. - Know where the closest restrooms are located. - Assure that the room is free from distracting noises. - Make sure emergency exits are marked and known to

the attendees.

- Seating - Make sure everyone can see the screen from their seat. - Make sure everyone can hear the videotape/DVD and

you (when you speak). - Check to see that seating is such that writing can be

done easily. 106 Capitola Drive

Durham, NC 27713 (P) 919-544-6663 (F) 919-544-5800

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- Make sure the seating arrangement allows eye contact between attendees, and between you and attendees.

- Equipment and Materials

- Make sure the videotape or DVD player, monitor, and all appropriate cables and extension cords are available.

- Make sure a stand or table is available and is of appropriate height for all attendees to easily see the monitor.

- If you plan on using a chartpad, blackboard, or other writing board, make sure it is available, easy to see, and you have the proper writing implements.

- Make sure you have 6" x 8" index cards or other materials to be used as name tents for attendees.

- Make sure you have made up a sufficient number of copies of the quiz, as well as any other handouts you are using.

- Final Check

- Make sure equipment is in the room prior to the scheduled session.

- Check to see that the room is set up properly. - Check equipment prior to the presentation to assure

that it works. - Make sure extension cords, etc. are taped down, if need

be, to avoid tripping. - If you are using the videotape version of the program,

run the leader up to the point where the program begins.



CONDUCTING THE SESSION The Initial Steps In conducting the session remember the positive nature of this presentation. Everyone is attending in order to learn more about how to prevent workplace violence, as well as how to avoid hazardous situations. Initially, you need to:

- Introduce yourself as the session leader.

- State the title of the program, Workplace Violence, and the purpose of the session (to learn about how to recognize and diffuse potentially violent situations).

- Inform the attendees when there will be breaks (if you plan them) the

location of exits and restrooms and if water, coffee, or other refreshments will be available.

- Make sure all of the attendees have signed in on your scheduling

and attendance sheet. Remember, it is very important to document peoples' attendance at the session.

Once this housekeeping is done, it is time to move to the meat of the session. First, the attendees need to be informed about the objectives of the session (this is where you can use a flip chart or board to list the objectives, which should be done prior to the class starting). This listing should be preceded with some introductory remarks. Your own words are always best, but the remarks should include information such as the following paragraphs:

"A safe and healthy workplace is extremely important to all of us. We have all heard the stories of people hurting their coworkers or how a robbery escalated into something worse. It is important to learn what we can do to protect ourselves from violence in the workplace. Even though we feel that we have a great work environment here, workplace violence can occur anywhere."



"Sometimes it is difficult to look past the gruesome headlines in the newspaper to see what the underlying causes of a violent confrontation in the workplace really were. Usually there are a number of warning signs before something goes wrong. If we learn what to look for, we may be able to prevent a disagreement from escalating into a violent situation."

"We also need to remember that sexual harassment is a type of Workplace Violence. And it could happen to a man or a woman. We have to make sure that no harassment, whatever the form, is tolerated here."

"The program you are about to watch today provides a lot of good information about how to prevent workplace violence. To make this the most productive session possible, we need to look at what we want to accomplish here today." (verbally reference the Objectives list from the first section of this guide, or point to the blackboard or chart where you have written them down).

Once the objectives have been provided, you are ready to show the program. However, you do need to let the attendees know that they will be taking a quiz at the end of the session (if you are using it). It needs to be emphasized that they are not being graded, but that the quiz is being used to see if the session is effectively transmitting information to them in a way they will remember. Showing the Program At this point, you need to introduce the title of the program once again, Workplace Violence, darken the lights if necessary, and begin the showing of the program. If you are using the DVD version of the course you have several options as to how you can move through the program and what employees see.



T

he DVD menu has two selection bars:

- Play.

- Contact Us. To just play the program from beginning to end, select Play. If you would like information on other programs and products that are available from Training Network you can select Contact Us for information about how to contact us. Conducting the Discussion After the program has been shown, it is time for the group discussion on the information contained in the session. Care must be taken to make sure that the discussion is kept to the general topic of workplace violence. There are several ways to conduct this discussion. These include:

- Calling for questions from the attendees and using these questions as the basis for the discussion.

- Leading the discussion through the points covered in the program

using statements such as: - "One of the segments of the program discussed how

changes in a person's behavior might be a warning sign of violence. Who can list some warning signs for us?"

- "We saw an interesting sequence about the need to report any unfamiliar people we see in our facility. Why is this important, and who do we report this to?"

You should use the discussion format that you are most comfortable with. The Outline of Major Program Points section in this guide, and the questions and answers in the master copies of the quiz can also be very useful as a basis for discussion.



Remember, you have allocated a limited amount of time in which this discussion can take place. It is important to blend the attendees' questions and areas of obvious interest with the objective of trying to touch on each major area within the session in the discussion. By touching on each area, the attendees are much more likely to retain the information presented in the session. Concluding the Presentation Once discussion has concluded, whether naturally or you have had to bring the discussion to a close in order to complete the session within the time allowed, it is time to give the quiz (if you are using it). Again, remind the attendees that the quiz is only meant to help determine how effective the presentation of the information is, and that they will not be graded on it. Let them know that they have approximately five minutes to complete the quiz. At the end of the five minute period, remind the attendees to date and sign their quizzes, and then collect them. The attendees should be thanked for attending the session and reminded of any other sessions in the educational program that they may be attending. They can then be dismissed to return to their normal activities. *(An alternative to this approach is to give the quiz immediately after showing the program, then use a review of the quiz as a basis for your group discussion.)



Wrapping Up the Paperwork Before much time has passed, and the subject matter is fresh in your mind, several areas of paperwork must be completed. First, check to make sure that all attendees signed the scheduling and attendance form. Next, make sure that you have a quiz from every attendee, dated and signed. Also, depending upon what you have decided to do, a copy of the attendance sheet and the quiz for each attendee should be either filed in your files, or turned over to the attendee's department manager (or the personnel office) so that this paperwork can be included in their personnel file. The attendees' training logs should also be updated, and each attendee should be given a filled out and signed training certificate, signifying that they have successfully completed the course. Remember, it is always a good idea to document information about employee’s attendance at these sessions, as well as the fact that the employee has come away from the session with an increased knowledge of where workplace violence might occur, as well as what steps they should take to diffuse these types of situations.



OUTLINE OF MAJOR PROGRAM POINTS The following outline summarizes the major points of information presented in the program. The outline can be used to review the program before conducting a classroom session, as well as in preparing to lead a class discussion about the program.

- Workplace violence is nothing to joke about. It is: - The number one cause of death in the workplace for

women. - The number two cause of death for all workers.

- Some people believe that a certain amount of conflict on the job is

normal. But most incidents of workplace violence: - Begin as a disagreement between coworkers. - Develop into insults, threats and challenges.

- Bystanders usually ignore these confrontations, dismissing them as

personality conflicts. - But the situation can often intensify. - Push comes to shove and the conflict becomes

physical. - Once incidents become violent, serious injuries, even

death can result.

- OSHA requires employers to provide a place of employment free from recognized hazards that are likely to cause death or serious physical harm to employees.

- Workplace violence should be considered one of those hazards.

- It is stressful, bad for morale and dangerous. - We must take steps to prevent any violence in the

workplace.

- Newspapers and television latch onto the big headlines such as murder.

- But other types of workplace violence occur far more frequently.



- Violence is defined as more than physical confrontation. - It includes verbal and emotional attacks. - The psychological harm caused by threats, intimidation

and verbal abuse can be as serious as any physical attack.

- There are several sources of violence in the workplace. One

category is outside threats. - These are acts of violence committed in your facility by

people not employed by your company. - Customers or vendors may seek revenge for some

perceived wrongdoing. - In healthcare environments, patients or their families

can become hostile and assault medical personnel. - The workplace is also not immune to incidents of

domestic violence. - Terrorists could even target your business to set an

example.

- Another type of outside threat is commercial crime. - For example, a robber who enters a business looking

for some quick cash.

- The workers at greatest risk from commercial crime include those who:

- Exchange money with the public. - Work alone or in small numbers. - Work late-night or early-morning hours.

- Another source of workplace violence is inside threats.

- All organizations are at risk from aggressive or violent people within their facility.

- This includes disgruntled employees who take out their frustrations on supervisors.



- But disagreements or personality conflicts between coworkers are the most common causes of workplace violence.

- This includes people we work with and know. - Fortunately, this type of violence rarely happens without

warning.

- Although we can't predict when and where violence will strike, there are usually warning signs.

- A person may become irritable and prone to emotional outbursts or mood swings.

- They may be defensive and overreact to comments or criticism.

- An individual may start complaining frequently, or blame others for

their problems. - They may talk about getting even with someone. - Or they may be fascinated by other incidents of

violence.

- Other possible warning signs may include: - Someone who seems to be late or absent more often

than usual. - A coworker who disappears during the work day. - Someone who becomes careless, reckless or has

accidents on the job because they are frustrated or distracted.

- Remember that warning signs don't always lead to violence.

- Everyone has bad days, and may blow off a little steam now and then.

- What is really important is to watch for accompanying aggressive or violent behavior.

- Aggressive behavior is any attempt to hurt or demean someone.

This does not just include causing physical harm. It also includes: - Threats. - Sexual harassment. - Verbal abuse.



- There are basically three kinds of threats. - Veiled. - Conditional. - Direct.

- Veiled (or hidden) threats suggest that someone intends to do harm without them actually spelling it out.

- Conditional threats are used to intimidate people. The goal with

these threats is to: - Make someone do something. - Or prevent them from doing it.

- Direct threats come through loud and clear.

- This is when someone declares an intention to commit an act of violence.

- Although we do not usually think of it this way, sexual harassment is

also a form of violence. - It is repeated, unwanted behavior based on an

individual's sex. - Women are not the only victims.

- Sexual harassment includes:

- Sexist as well as sexual remarks. - Any unwanted physical contact. - Sexual advances. - Hazing or practical jokes based on an individual's sex. - Assigning menial or demeaning tasks because of

gender.

- The bottom line is that it is not fair to treat anyone differently because of their gender.

- Sexually explicit language or behavior has no place in the workplace.



- Verbal abuse is another type of aggressive behavior, and can include:

- Bullying. - Mocking. - Intimidation. - Insults.

- This should not be dismissed as someone just being mean. - There is no excuse for using language or behavior to

hurt someone's feelings.

- Some people do not want to get anyone in trouble by reporting incidents.

- They do not want to be a tattle-tale. - They just pretend that the problem will go away on its

own.

- Making a report is your best opportunity to solve the problem once and for all.

- It is a chance for a troubled person to get the help they need.

- It may prevent a more serious incident from occurring.

- You should report any aggressive behavior you experience or witness to:

- Your supervisor. - The Human Resource Department. - Or to your company's security personnel.

- Your company may also have an independent hot-line or employee

assistance program that allows you to make confidential reports.

- Local law enforcement agencies should be notified of serious incidents involving:

- Threats of violence. - Physical assaults.

- Also make sure that all incidents get documented for future

reference. 106 Capitola Drive

Durham, NC 27713 (P) 919-544-6663 (F) 919-544-5800

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- Another situation that should be reported immediately is the presence of a weapon in your facility.

- Even a licensed, authorized weapon can be very dangerous.

- If you see one, tell somebody about it.

- You should also report any unfamiliar or unauthorized people that you see.

- If they have been approved, there is no harm done. - It is better to be safe than sorry.

- No amount of physical violence is ever acceptable in the workplace.

Assault includes: - Any attempt to cause physical injury. - Any physical threat to do bodily harm.

- Even if you are not the one who starts it, fighting has serious

consequences. You could get: - Injured. - Suspended. - Fired. - Arrested. - Sued.

- Attempt to resolve disagreements peacefully, and try to avoid

arguments. - Never get caught up in a shouting match. - Stay calm. - Offer a compromise. - Suggest asking another person to intercede.

- If an unreasonable or irrational person confronts you, you should

remain calm. - Keep your arms low and in a non-threatening position. - Try to stay at least five feet away. - Avoid physical contact.



- Maintain a soothing tone of voice. Let the person know that you understand their concerns. Do not:

- Judge. - Argue or disagree. - If they become violent, get away or call out (help is

usually nearby).

- If someone challenges you to a fight, turn them down: - Fighting causes more problems than it resolves. - The best response is to just walk away.

- If someone assaults you, try to get away from them or call out for

help. - Do not fight back unless your life is in danger. - Report the incident to your employer. - Since assault is a crime, inform local law enforcement

agencies.

- Any situation that involves a weapon is extremely dangerous and requires special considerations, whether it is:

- A personal dispute. - A robbery. - Or something else.

- Never confront an armed assailant if you don't have to. The best

plan is to: - Get as far away as possible. - Stay low and out of sight. - Help others get to safety if possible.

- In general, do not sound alarms if it will put anyone in danger.

- Check your company's policy to determine how they want these situations handled.

- Contact law enforcement personnel only when you can do so safely.



- If you come face-to-face with an armed assailant, remember the person with the gun is in charge.

- Follow their instructions to the letter. - Repeat their commands as you do as they ask. - Don't make any sudden moves. - Keep your hands visible at all time.

- Never resist an armed assailant unless you feel that they are going

to kill you. - This is the only time to risk your life by fighting back.

- Workplace violence can have serious consequences. - Sadly, no organization is immune.

* * * SUMMARY * * *

- Watch out for the warning signs of violence, but don't jump to conclusions.

- Report incidents such as threats, intimidation, sexual or verbal

harassment, and aggressive/ violent behavior. - If confronted, escape from your attacker and get help, if

possible. - Never fight back unless you are certain that your life is in

danger. - Remember, no amount of aggressive or violent behavior is

acceptable on the job.

- If we all work together, we can help prevent workplace violence.



ACCOMPANYING MATERIALS In order to assist you in conducting your session on workplace violence we have provided some materials that can be used with this program. Many of these materials have been furnished in master form. This will enable you to make as many copies of these forms as you need. If you have colored paper available to you, it is often useful to put each form on a different color. This enables you to easily differentiate between the materials. The materials enclosed with this guide include: Scheduling and Attendance Form This form is provided so you can easily schedule your attendees into each session of the program. It is important that you have each attendee sign-in on the appropriate form, documenting their attendance at the session. Usually, a copy of this form is filed in the employee's personnel file. Quiz The quiz is normally given after viewing the program. However, if you want an indication of the increase in the attendees' knowledge of how to weld safely, you can give the quiz both before and after the program is shown. You can also use the quiz as the basis for class discussion. If you have decided to give the quiz both before and after the attendees view the program, it is often interesting to have the attendees compare their before and after answers as part of the session. Usually, the quiz is filed in the employee's personnel file.



Training Certificate This form allows you to give each employee their own certificate of completion showing that they have attended the course and taken the quiz. Space is provided to insert the employee's name, the course instructor and the date of completion. Employee Training Log This log helps you to keep track of when each employee has taken the course, as well as associated courses/training. Space is provided to list pertinent data about the employee, as well as information such as the date the course was taken, and the instructor conducting the course. A copy of this form should be kept in each employee's training or personnel file.



SCHEDULING AND ATTENDANCE FORM

WORKPLACE VIOLENCE

TRAINING SESSION SCHEDULE

ATTENDEE DATE TIME SIGNATURE



QUIZ

WORKPLACE VIOLENCE

Name: Date: 1. True or False... Homicide is the leading cause of death for women in the workplace?

True False

2. True or False... The complete definition of violence includes behavior meant to cause

emotional harm? True False

3. The people who are at the greatest risk of commercial crime include employees:

Who work alone. Who work late at night. Who exchange money with the public. All of the above.

4. True or False... Most incidents of workplace violence are between people who know

each other? True False

5. When faced with an armed assailant, you should:

Make no sudden moves. Keep your hands visible. Follow instructions. All of the above.

6. True or False... A conditional threat implies an intention to harm without actually saying

so? True False

7. True or False... Sexual harassment includes assigning menial or demeaning tasks

because of gender? True False





QUIZ

WORKPLACE VIOLENCE

PRESENTER'S COPY WITH ANSWERS 1. True or False... Homicide is the leading cause of death for women in the workplace?

X True False

2. True or False... The complete definition of violence includes behavior meant to cause

emotional harm? X True False

3. The people who are at the greatest risk of commercial crime include employees:

Who work alone. Who work late at night. Who exchange money with the public. X All of the above.

4. True or False... Most incidents of workplace violence are between people who know

each other? X True False

5. When faced with an armed assailant, you should:

Make no sudden moves. Keep your hands visible. Follow instructions. X All of the above.

6. True or False... A conditional threat implies an intention to harm without actually saying

so? True X False

7. True or False... Sexual harassment includes assigning menial or demeaning tasks

because of gender? X True False



EMPLOYEE TRAINING LOG

WORKPLACE VIOLENCE Employee: Employee #: Social Security #: Department: Date of Next Required Training:

DATE

TYPE OF TRAINING

OR COURSE DESCRIPTION LOCATION OF COURSE MATERIALS

INSTRUCTOR'S NAME AND ADDRESS/DEPARTMENT

CERTIFICATION OF TRAINING AND TESTING

(Instructor's Signature)



TRAINING CERTIFICATE

This is to certify that _____________________________________ has

completed the course Workplace Violence and has been tested on the

contents of the course, as required. This training, as well as the associated

testing was conducted by ___________________________ and was

completed on _________.

_____________________________ ____________ (date)

(employee name)

(course instructor)

(course instructor)

(date)

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