Workplace (Occupational) Violence & Aggression - Overview
Workplace (or occupational) violence and aggression refers to various forms of abuse, threats, and assaults that individuals may encounter while working that can result in physical or psychological harm. These acts can originate from external sources such as customers or the public, as well as internal sources like colleagues, supervisors, and managers.
Examples of workplace violence and aggression include:
- Biting
- Kicking
- Pushing
- Striking and punching
- Throwing objects at someone
- Spitting or coughing on someone
- Sexual assault
- Threatening behaviour
- Intimidation
- Harassment
- Stalking
- Yelling and swearing at someone
Additionally, workplace violence may also be discriminatory, targeting individuals based on their sex, gender, sexual orientation, race, and religion. Work-related violence can stem from factors like robbery, service-related interactions, and internal conflict within the work environment. These instances can occur in a range of ways including face-to-face, phone calls, email communication, and social media posts.
Workplace violence and aggression can affect a wide range of individuals, both directly and indirectly. Those most affected are workers who have regular contact with the public or provide direct services to clients.
Industries and occupations commonly at higher risk include:
- Healthcare and social aids – nurses, doctors, paramedics
- Public administration and safety – police officers, security officers, prison guards
- Retail and hospitality – pharmacy, petrol stations, bars
- Transport – road workers, bus drivers, taxi drivers, airlines
- Education – teachers and teacher aides
Occupational violence and aggression not only harms the person it was directed at, but any witnesses as well, and the impact can be significant. It can result in physical injuries, stress, depression, anxiety, and post-traumatic stress disorder (PTSD). Employees may experience feelings of isolation, loss of confidence, and withdrawal. At its extreme, the stress can also lead to long-term negative effects on health, including cardiovascular disease, immune deficiency, and gastrointestinal disorders.
Certain factors increase the risk of workplace violence, including exchanging money, working with volatile individuals, working alone, providing services and care, and working at night.
On the whole, instances of workplace aggression and violence impact employees which in turn affects their families, the organisation, and the wider community. It poses significant economic and social costs to all involved.
Under the model work health and safety laws, employers are required to manage all health and safety risks in the workplace, including those associated with workplace violence and aggression. This remains the case whether the incidents are between colleagues or involving customers, clients, patients, and members of the public.
To fulfil their obligations, employers must treat the risk of violence and aggression as they would any other workplace hazard. This involves taking reasonable measures to eliminate or minimise any risks as much as possible. Employers should have preventative measures in place to address challenges when they arise.
These measures may include:
- implementing safe work systems and procedures for preventing and responding to incidents
- establishing workplace policies around boundaries
- ensuring employees receive adequate information, training and supervision on their duties and how to effectively perform them
- reporting and reviewing incidents
- supporting employees during and after an incident occurs
- consulting with workers and health and safety representatives on any issues
Employers can take several measures to identify and control the risks of workplace violence. One of the key steps is establishing a zero-tolerance policy towards violence and aggression in the workplace that applies to all individuals whether they are employees, patients, clients, visitors, or contractors. This policy should be clearly communicated to all employees, and it should be emphasised that all claims of workplace violence will be promptly investigated and addressed.
Identifying potential risks begins with a thorough environmental assessment. This can be done in consultation with health and safety representatives, the employees, the consumers, and external experts such as occupational violence and aggression trainers. Additionally, reviewing incident reports, injury records and consumer reviews can help identify situations where violence and hostility may occur.
Once the risks have been identified, employers should implement appropriate control measures such as physical barriers, safe work systems, training solutions, clear policies and procedures, protective gear, and security equipment to minimise the likelihood of a dangerous situation occurring.
It is crucial that employers monitor and review the effectiveness of these measures to ensure ongoing efficiency and safety. Employers should continuously consult with workers to assess whether incidents have decreased and whether any new risks have emerged. It is essential to analyse reported incidents and adjust as necessary.
By implementing these steps, employers can effectively identify and control the risks of workplace violence, creating a safer environment for their employees and others who interact with their organisation.
When faced with occupational aggression and violence, employees have a crucial role in ensuring their own safety and the safety of others. This means taking reasonable care of their own health and safety, as well as refraining from engaging in violent or hostile behaviour towards colleagues and others in the workplace. It is essential to follow any reasonable instructions given by the employer regarding health and safety obligations, including adhering to workplace policies and procedures for preventing and responding to incidents.
Employees have the right to refuse or stop unsafe work if there is a reasonable concern, such as the threat of physical assault. If ceasing work due to safety concerns, it is important that employees inform their supervisors promptly.
Employees should be provided with information and training on how to respond to such incidents and how to report them. It is important that employees attend training sessions where available. Following training and instruction, employees can consider using deescalation and disengagement techniques to respond to incidents if it is safe to do so.
It is important that employees also communicate the need for help by seeking support from colleagues, security personnel, or individuals nearby. This may involve activating a duress alarm, if available. Removing oneself from the situation is another option by retreating to a safe location, asking the aggressor to leave the work area, or disconnecting from a phone call. In more serious cases, seeking help from the police may be necessary.
After experiencing an incident, employees should prioritise their safety and the safety of others. If needed, they should seek medical attention first. It is important to also seek psychological support from colleagues, counselling services, and/or employee representatives.
Keeping a record of the incident, including relevant details such as when and where it happened and the individuals involved, is crucial. Reporting the incident to a supervisor, the human resources department, or a designated person within the organisation is also important. Early reporting of unwanted or offensive behaviour can often prevent the escalation of incidents into more serious forms of violence.
If further support is required, several agencies can offer advice and assistance:
- Your Workplace Health and Safety (WHS) regulator can provide your with information, investigate potential breaches of WHS laws, and address any concerns
- Fair Work Ombudsman can provide support and guidance if an employee believes they have faced adverse treatment from an employer due to reporting violence, they
can be contacted online or by phoning 13 13 94 - The Fair work Commission can offer information and assistance regarding workplace bullying and harassment, they can be contacted online or by phoning 1300 799 675