Violence & Aggression in the Workplace – April 2024
What is violence and aggression in the workplace?
Workplace violence and aggression is when a person is abused, threatened or assaulted at the workplace or while
they are working. It can cause both physical and psychological harm, making it a risk to health and safety.
Impact of violence
Work-related violence can have an impact on both you and your workers, including those who may witness an
incident. There can be physical harm, but serious or persistent verbal abuse or threats can also have a serious effect on a
worker’s mental health.
For employers, violence can lead to increased staff sickness, poor morale, and a damaged reputation, making it
difficult to recruit and keep staff. It can also mean extra cost, with higher insurance premiums and compensation
payments.
Assessing the problem
The first step in managing violent and aggressive situations is to decide if there is a risk to the personal safety of
your employees. This is established through your risk assessment process, whereby you look at the hazards
surrounding each individual job role. Employees also play an important role in identifying the risks. You may
think that there is no problem; your employees views may be very different. Ask them if they ever feel unsafe,
threatened or intimidated.
Decide who might be harmed
Identify those employees at risk – front line staff are normally the most vulnerable, as are lone workers, but don’t
forget to consider those that deal with the public over the telephone.
Incident Records
These records are important in enabling you to build up a complete picture of the problem. You can use the details
from your incidents to check for patterns – look for common causes, areas or times. Employees should always be
encouraged to report all incidents of violence or aggression (including verbal abuse or threats) promptly and fully.
Deciding what action to take
Having identified that violence or aggression could be a problem, you need to decide what needs to be done to
protect your employees. Check your existing arrangements, do you already have precautions in place that are
adequate or should more be done? Remember it is usually a combination of factors that give rise to violent or
aggressive behaviour.
Training, information, instruction
You need to make sure that your employees have received adequate information, instruction and/or training. The
level and extent of training will depend on the nature of the work, as well as the knowledge and experience of the
individuals. Young and new workers will need extra consideration.
The work environment
Take a look around the work environment. Could you provide better seating, décor, lighting in public waiting
areas and more regular information about delays?
Record your findings
The risk assessment for the job role should identify the hazards and the control measures that you have put in
place. Risk assessments are a working document for both managers and employees. If the work situation changes,
review your assessment. Be prepared to add further measures or change existing measures where these are not
working. Procedures for employees to follow should be documented. This should include what they need to do in
an emergency situation. Review and revise your procedures Regularly check that your assessment is a true
reflection of your current work situation.
Latest Health & Safety Related News – Greens Consultancy
There is also a link with a free to download publication on this topic
Violence and aggression at work – Control measures to prevent violence and aggression – HSE