Violence at work

Dr Malgorzata MilczarekEuropean Agency for Safety and Health at Work

Third-party violence

Physical violence, verbal aggression, or the threat of physical violence where the aggressor is not a work colleague, e.g. the person, customer, client or patient receiving the goods or services.

Violence to workers, regardless of source, is an occupational safety and health (OSH) issue

Violence to workers is a challenge to be solved at the organisational level. It is not an individual’s problem

Third party violence

Consequences of third party violence At the individual level:

• Physical injuries

• Stress, fear, psychosomatic symptoms (headaches), negative mood, emotional exhaustion, sleeping problems, anxiety, sleeping problems, depression, problems with concentration, reduced job satisfaction

• At the organisational level:• • High absenteeism, high turnover, insurance costs,

impaired performance

Third party violence

Risk of third party violence

Handling money or valuables Dealing with public Guarding of valuable property or objects Working alone Working at night or early in the morning Working in the region where plenty of crimes are

committed Working at mobile workplace Working with mentally disturbed, drunk or potentially

violent people Carrying inspections or enforcement duties Working in social function Providing care, advice, education, training

Third party violence

Third party violence

5th EWCS (2010):

2% of workers reported physical violence (last year) 11% experienced verbal abuse (last month)

Belgium: 5.5% of workers exposed to violence in the last 12 months.

Denmark: 8% of workers exposed to violence during last year.

UK: Estimated 16% of workers have been subject to violence during last three months.

Finland: 23% of women and 11% of men reported being exposed to violence during last 12 months.

Concern regarding violence or threat of violence(ESENER, 2009)

% establishments

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Major concern Some concern No concern DK/ NA

Concern regarding bullying or harassment(ESENER, 2009)

% establishments

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Major concern Some concern No concern DK/ NA

Prevalence of procedures to deal with work-related stress, harassment, or violence

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Health and social work

Education

Financial intermediation

Hotels and restaurants

Other community, social and personalservice activities

Real estate, renting and business activities

Public administration and defence;compulsory social security

Wholesale and retail trade; repair of motorvehicles, motorcycles and personal and

household goods

Transport, storage and communication

Mining and quarrying and Electricity, gasand water supply

Construction

Manufacturing

Bullying or harassment Work-related violence Work-related stress

% establishments, EU27

Prevention measures

Handling money Promote use of credit cards etc. Empty tills regularly and automatically…

Extended working hours Well lit stores Well lit car parks, with no hiding spots…. Procedures for opening and closing stores Avoid lone working. No lone working in high

risk areas Arrangements for safe travelling to and

from work Procedures for refusing underage sales of alcohol,

cigarettes

After violent incident company procedures to prevent further harm should be applied, including:

Not leaving victims alone Senior management support Psychological support as necessary Ongoing support in administrative / legal

procedures (e.g. if police involvement) Information to other workers Investigation of the incident

o Lessons learnedo Review of risk assessment and measures

Prevention measures