Understanding and Dealing with Violence in the Workplace

A Workshop for Public Contact Personnel

Class Summary

PSL266 0.60 Combinable 0.53
One 8-hour session
Janet Welch-McGrath

Any employee in a public contact role.

  • Learn recent statistics about violence in the workplace.
  • Know how to identify and defuse potentially violent individuals and situations.

By the end of this program, you will be able to:

  • Describe the profile of potentially violent people.
  • Identify the warning signs that violent actions are about to occur.
  • List intervention techniques that avert violence.
  • List verbal and nonverbal strategies that reduce the chance of violent acts.
  • Describe methods of dealing with personal fears/anxieties about dealing with violent individuals.
  • Explain how to implement programs that reduce the potential for violence in a specific workplace.
  • Factors precipitating violence
    • Human needs
    • Stressors
  • The profile of potentially violent people
    • Characteristics
    • Behavior patterns
  • Warning signs of violence
    • Verbal signs
    • Nonverbal warning signs
  • Intervention techniques
    • Verbal and nonverbal responses
    • Empathic listening
    • Stress reduction– yours and theirs
  • Handling personal fears/anxieties
    • Reflex reactions
    • Control reactions
  • Ongoing programs for violence reduction