8.3 Scope and effects of work-related violence/aggression

Question 1

The risk of violence is managed in the same way as any other health and safety
risk. The key aspects of successful management are to identify the risks and
decide what measures can be taken to prevent or control those risks. A
straightforward four-stage approach is set out below:

Answer 1

(1) Finding out if there is a problem.
(2) Deciding what action to take.
(3) Taking action.
(4) Checking that the action was effective.

Question 2

Techniques or tools that may be used to build up a picture of workplace
violence incidents include: 6

Answer 2

 existing health and safety and security reports
 safety representatives / representatives of employee safety and health and
safety committees
 interviews with individual staff
 employee questionnaires
 small staff discussion groups
 specific staff meetings.

Question 3

Cases of workplace violence may be categorised in various ways. Table 8.7
identifies three categories of work related violence, and a fourth category which
is not directly work-related but can occur in the workplace.

Answer 3

Criminal intent

Customer / client

Worker-on-worker

Personal relationship

Question 4

Examples of triggers and escalators in a high-school classroom and a NHS
Accident and Emergency waiting room are shown in Table 8.8.

Answer 4

Classroom  
  Conflicts 
  Denial of something needed 
  Something negative is inflicted 
  Changes in routine 
  Provocations 
  Pressure 
  Interruptions 
  Ineffective problem-solving 
  Academic errors 
  Corrections 

A&E waiting room 
  Clash of people 
  Lack of progression/waiting times 
  Inhospitable environments 
  Dehumanising environments 
  Physical pain 
  Intense  emotions  in  a  practical 
space 
  Unsafe environments 
  Perceived inefficiency 
  Inconsistent  response  to 
‘undesirable’ behaviour 
  Staff fatigue