workplace violence: you your management your people
TRANSCRIPT
WorkplaceViolence:
YouYour Management
Your People
Goals
1.Separate the facts from the myths of WPV
2.Determine how WPV lawsuits will affect you
3.Establish a plan to train for WPV, including addressing the emergency team separately
Bo Mitchell911 Consulting
President
Police Commissioner (Ret.)
Certified Emergency Manager
CEM, CPP, CBCP, CHCM, CHSP, CHS-V, CHEP CSHM, CFC, CIPS, CSSM, CSC, CAS, TFCT3,
CERT, CMC, CSI-ML, IAC, CESCO, MOAB
Expert Consultant
• Landmark Legal Cases• Expected Settlements:
$1 Billion Each• “Failure to Plan”• “Failure to Train”
Speaker
•ASSE•NFPA•FEMA
•SHRM•IFMA•RIMS
911 Consulting Clients•GE HQ•H&R Block HQ•Hyatt HQ•MasterCard HQ•Rolls Royce HQ•Subway HQ
911 Consulting Clients
•25 Secondary•Western CT Univ.•Central CT Univ.•John Jay College•Housatonic CC
37High Rises
Nationwide
37 High Rises
•San Fran•Detroit•Chicago•Atlanta•KCMO
•Boston•Seattle•Phila•NYC
High Rises
NYC
14
Waldorf=Astoria NYC
1 WTC 7 WTC
ASSE
WorkplaceViolence:
YouYour Management
Your People
Fair Warning
Fair Warning!!!
I Will Be
Candid
Active Shooter
Active Shooter
is
Workplace Violence
Active Shooter
is
Workplace Violence?
Active Shooter
•Ever Had 1?•Will You Ever Have 1?
Iceberg Principle
Active ShooterActive Shooter
DailyWorkplaceViolence
18x
More Likely to Have
Violence than a
Fire at Work
DOJ & NFPA
Threats
2 millionWorkplace Violence
Annually
DOJ
Facts: WPV
•2 people murdered/
day!
Facts: WPV
• 2 people murdered/day!
•Every hour:
–26 rapes
Facts: WPV
• 2 people murdered/day!• Every hour:
–26 rapes –44 robberies –207 aggravated assaults –938 simple assaults–3,125 threats.
WPV
“Epidemic”
CDC
Myths
Myths• “It Can’t Happen Here”• It Only Happens at 7/11s• People Snap/It Can’t be Anticipate• Educated people: not violent• Well-to-do: not violent• Talking about violence will make it happen• If a person can joke about violence they
won’t become violent• People who threaten violence are just
looking for attention
Insight
WPV is Very
Middle Class
American
One More Myth
Most Dangerous
Myth
Most Dangerous Myth
•“We’ve Done Something”
Most Dangerous Myth•“We’ve Done Something”
•Policy: “We’re Against WPV”
Most Dangerous Myth
•No Planning•No Procedures•No Training•No Drills•No Exercises
WPVWorkplace
Violence
WPV
Research
WPV: Many Forms
WPV: Many Forms
1.Violence
2.Intimate Partner Violence
3.Stalking
4.Bullying
Workplace Violence ContinuumWorkplace Violence Continuum
Discourtesy
DisrespectIntimidation
Harassment
RetaliationVerbal Assault Physical
Aggression
Physical Attack
•Discourtesy•Disrespect• Intimidation
•Harassment•Retaliation• Verbal Assault
Intimate Partner
Violence
Intimate Partner Violence
• IPV: Men & Women are Victims• 1/3 Female Homicides/Yr• 5.3MM Incident/Yr• 2MM injuries. 1,300 Deaths• 555M Req Medical Attention• 18.5 MM Mental Health Visits/Yr
Stalking @ Workplace
Stalking @ Workplace
• 3.4 MM Victims/Yr• 46%: 1 Unwanted Contact/Wk• 11%: Stalked 5+ Yrs• Hi Risk: Divorced or Separated• Women at Greater Risk: Stalking• Men=Women: Harassment• ¼ Report Cyber stalking
Workplace Bullying
Workplace Bullying
• 37% Report WPB: 54MM• Add’l 12% Witness• 72% Bullies: Supervisors. 60%
Male.• Equal: M to M; M to F; F to F;
2/3 Less: F to M; • 57% Targets: Women
Types of Violence
Workplace Bullying
Types of Violence
• Harassment and teasing • Hostility & bullying• Theft• Acts of aggression• Sabotage• Rape & other physical assaults• Homicide/Suicide
WPV•Can Be Prevented•Should Be Prevented
Goals
1. Reduce the risk of WPV
2. Minimize personal & organizational suffering
3. Reduce Org’s/Individual’s Liability
Prime Goal:
Avoidance
Prime Goal: Avoidance
•Prevention•Preparation•Education
Prevention1. Early Recognition & Intervention2. Security & Access Control3. Policies, Protocols & Education4. Modeling Appropriate Behavior 5. Conflict Resolution6. Therapeutic Services: EAP7. Listen…Listen…Listen8. Attending to Warning Signs9. Multiple Points of Identification
Common Warning
Signs
Common Warning Signs• Hx of violence, threats
or repeated discipline• Difficulty controlling
temper• Substance Abuse• Excessive fascination
with weapons• Paranoid thought
patterns• Major stressors• Frequent unresolved
conflicts• Feeling excluded
• Destructive behaviors• Feels unfairly
wronged• Major mood swings• Few social supports• Isolation• Deteriorating social
situation• Rigid work
environment• Bullying or
victimization• Work trysts & cliques
Demand Reporting
4 S
Demand Reporting
See
Something,
Say
Something
WPVScenarios
Scenarios
A manager (who runs an important department which is
very successful) yells and curses employees on a regular
basis. He recently punched another employee in the arm after that employee insulted him at company social event
Scenarios
Manager reports he believes
another is carrying a knife/gun
Scenarios
You see two staffers angry and pushing each other. Does it matter if they report
to you?
Scenarios
A secretary & executive seem to
be having an intimate
relationship
Scenarios
A guard asks someone to move their vehicle. They object, state their
high rank in the company and call
guard a “jerk”
Scenarios
An email that is sent to 10 people that is critical of the work of one
employee
Scenarios
You have to terminate an employee who is
unpopular, lives alone and has been known to crush soda cans
when angry/provoked
Scenarios
Employee’s behavior changes: bizarre. He
scowls/stares. Fellow emps uncomfortable.
Sups order counseling under threat of termination.
ScenariosEmployee’s behavior changes: bizarre. He
scowls/stares. Fellow emps uncomfortable. Sups order counseling under threat of
termination. Post counseling, EAP recommended
anger-mgmt training, then his return to work. Sups uncomfortable.
ScenariosEmployee’s behavior changes: bizarre. He scowls/stares.
Fellow emps uncomfortable. Sups order counseling under threat of termination. Post counseling, EAP
recommended anger-mgmt training, then his return to
work. Sups uncomfortable. Got signed waiver from emp to permit
HR to review his EAP results. Bizarre behavior caused by personal issues outside the
workplace. He returned to work with no further incident.
Female supervisor wonders if profanity is an indicator of
violent behavior. She felt that much of this should be
ignored. But, one employee’s profane
behavior was frightening esp. as he grew more vulgar
and loud.
Female supervisor wonders if profanity is an indicator of violent behavior. She felt that much of this should be ignored. But, one employee’s profane behavior
was frightening esp. as he grew more vulgar and loud. When questioned, it was revealed
that he started his frightening profanity when he started to
lose an argument. He was using his language to threaten fellow employees to get them
to back down.
These behaviors have no business need; they are
totally inappropriate for the business world. Thus, there is no need to tolerate low-
level aggression or to wonder when is the right
time to intervene.
WPV Policy
WPV Policy• Goal: Safe, Secure Workplace• Everyone is Responsible• Zero Tolerance• No Weapons• No Threatening, Intimidation• Covers Visitors, Contractors
•Reporting Is the Key
Demand Reporting
See
Something,
Say
Something
ASSE
WorkplaceViolence:
YouYour Management
Your People
Active Shooter
Sharp Spike
Sharp Spike
•B4 Sandy Hook:
Sharp Spike
•B4 Sandy Hook:
1X/Mo.
Sharp Spike
•B4 Sandy Hook: 1X/Mo.
•Since Sandy Hook:
Sharp Spike• B4 Sandy Hook: 1X/Mo.• Since Sandy Hook:
1+X/WK
Police at Law Firm
Where Client Killed 2, Wounded 3
St Louis: 4 Dead
U.S. Capitol: Shooter Dead
Hartford Distributors: 9 Dead
NASA Contractor: 2 Dead
NYPD: Active Shooter Analysis
•2011•202 Cases•Nationwide•All American
Description
Profile?
Description
Profile?
NYPD: Active Shooter Analysis
•Male 96%•Age: 10-64!
NYPD: Active Shooter Analysis
•Alone 98%•Plans: Y & N•Familiar: 78%•Emps: Current + Fired
NYPD: Active Shooter Analysis
•Deaths: 3.0 Ave•Injured: 3.6 Ave
NYPD: Active Shooter Analysis
•Campuses: 29%•Other Wrkplaces:
71%
NYPD: Active Shooter Analysis
•Weapons: 36% Multiple
NYPD: Active Shooter Analysis
•Force: 46%•Suicide: 40%•Arrested: 14%
Active Shooter
RunHideFight
Active Shooter
•Run•Hide•Fight
Active Shooter
•Run•Hide•Fight
Active Shooter
Hide =
Lockdown
Active Shooter
•Run•Hide•Fight
Run Hide Fight
•Generalities: Dangerous•Make Specific to:
Your PeopleYour Site
RunHideFight
What’s
Missing
Here???
Almost All
Shootings:
Over in <
8 Minutes
So, Police
Probably
Can’t Help
Police /Fire /EMTs
are not the 1st responders
Police /Fire /EMTs are not the 1st responders
Employees are the
1st responders
Run Hide Fight
Training
Training
Training
Workplace Violence• Biggest Mistake?
•Employees Confront Perpetrator
Biggest Threat?
Denial
WhyPlan &Train?
Dutyof
Care
Everything Is Always Your Fault
Why We Plan
OSHAis not a town in
Wisconsin.
Required by
Federal Law
OSHA + WPV
OSHA + WPV
OSHA Does NOT Have
Regs on WPV
But…
OSHA Does NOT Have Regs on WPV
29 CFR 1910.34
“Sections 1910.34 through 1910.39 apply
to workplaces in general industry
except mobile workplaces such as vehicles or vessels”
29 CFR 1910.38Emergency Action Plan
OSHA
General
Duty
Clause
General Duty Clause
“each employer shall furnish …a place of employment …
free from recognized hazards that are causing or are likely
to cause death or serious physical harm to
employees.”
OSHA
Enforcement
Guidelines
2011
SCOTUS
Only Courts Can Set/Adopt the Standards that
Juries Use to Judge YOU.
OSHANFPAASIS
OSHA + NFPA + ASIS
•Credible•Authoritative•Long-Standing•Comprehensive
Responsible
Officer?
Responsible Party?
CEOSCOTUS
CEO: Responsible Party
•Civilly•Personally•Criminally
CEO = Resp Officer
1.Does Your CEO Know This?
2.Shouldn’t They?
3.Wouldn’t You?
Responsible Parties
•CEO•Trustees/Directors•Sr. Ops Personnel
Most Important
Planning &Training Issues
Most Important Issues
•PlanningCommandControlCommunications
Command:Chain of
Command
ControlYour Team
CommandControl
Communications
Failure
If You Can’t Communicate,
You Can’t Respond to
WPV
Most Important Issues
•PlanningCommandControlCommunications•Training
Most Important Issues
•PlanningCommandControlCommunications•Training
Why We Plan & Train
Great plans are a smart thing…
Why We Plan & Train
Great plans are a smart thing…
Training is everything.
Training is Everything
• 737 Canada Fiery Crash Evacuation
No Fatalities
• 737 Greek Fiery Crash55/137 Fatalities
Training is Everything
Difference?•Non-Fatal Crash: 75%
were frequent business flyers• 55 Fatalities: Almost 100%
were 1st-time flyers
Hudson River
Survival was not the result of a miracle…
Hudson River
Survival was
the result of
training.
Training: The Law
Mandatory• Train All Employees• In Classroom• Annually & At Hire• “Qualified” Trainer
(by Experience, Training)
On-Screen Training
•Can Supplement
•Can Never Substitute
Training
Must Include:EmployeesContractors
Training
OSHA
29 CFR 1910.38
29 CFR 1910.39
Police /Fire /EMTs
are not the 1st responders
Police /Fire /EMTs are not the 1st responders
Employees are the
1st responders
We Don’t Rise to the Occasion…
We Sink to Our Level of Our Training
Employees
Hate
This
Stuff!
National Research
85%Safety:
MOST Important
Issue at Work
National Research
•85%• Safety: MOST Important Issue at Work• More Imp than:
»Wages»Leave»Sick Days»Overtime»Union
Training
•Trained
24,000 Employees
Training
•Trained 24,000 Employees
•98.5% Confident
98.5% Confident
•Took “Scary” out of Discussion
98.5% Confident
• Took “Scary” out of Discussion
•Made Everyone Comfortable
98.5% Confident
• Took “Scary” out of Discussion• Made Everyone Comfortable
•Empowered All
Why We Plan & Train
•Great plans are a smart thing.•Training is
everything.
Summary
Physical Attack
•Discourtesy•Disrespect• Intimidation
•Harassment•Retaliation• Verbal Assault
WPV
“Epidemic”
CDC
ASSEWorkplaceViolence:
YouYour Management
Your People
Myths• “It Can’t Happen Here”• It Only Happens at 7/11s• People Snap/It Can’t be Anticipate• Educated people: not violent• Well-to-do: not violent• Talking about violence will make it happen• If a person can joke about violence they
won’t become violent• People who threaten violence are just
looking for attention
Most Dangerous Myth
•No Planning•No Procedures•No Training•No Drills•No Exercises
Workplace Violence ContinuumWorkplace Violence Continuum
Discourtesy
DisrespectIntimidation
Harassment
RetaliationVerbal Assault Physical
Aggression
Intimate Partner
Violence
Stalking @ Workplace
Workplace Bullying
Common Warning Signs• Hx of violence, threats
or repeated discipline• Difficulty controlling
temper• Substance Abuse• Excessive fascination
with weapons• Paranoid thought
patterns• Major stressors• Frequent unresolved
conflicts• Feeling excluded
• Destructive behaviors• Feels unfairly
wronged• Major mood swings• Few social supports• Isolation• Deteriorating social
situation• Rigid work
environment• Bullying or
victimization• Work trysts & cliques
Demand Reporting
See
Something,
Say
Something
Sharp Spike
Police /Fire /EMTs
are not the 1st responders
Police, Fire, EMTs are not the 1st Responders;
Employees are the 1st
Responders
Dutyof
Care
YourEmergency
Team
CommandControl
Communications
People Do NOT Rise to the Occasion…
People Do NOT Rise to the Occasion…
They Sink to Their Level of Training!
Training: Mandatory
OSHA
Training: The Law
Mandatory• Train All Employees• In Classroom• Annually & At Hire• “Qualified” Trainer
(by Experience, Training)
On-Screen Training
•Can Supplement•Can Never Substitute
National Research
85%Safety:
MOST Important
Issue at Work
Training
•Trained 24,000 Employees
•98.5% Confident
Responsible Party?
CEOSCOTUS
CEO: Responsible Party
•Civilly•Personally•Criminally
YourCEO?
You +Yours?
Biggest Obstacle:
Denial
The Scariest Word at Any Org?
NOT:“Cost” or“Price” or
“Budget” or“Headcount”
Scariest Word?
Change!
In all Orgs, Change Almost Always Occurs Because of…
Blunt Force Trauma from the Outside…
…Never by Inspired
Leadership from the Inside…
“JAWS”: Cultural
Earthquake
“Jaws”: Cultural Earthquake
• 1975: 1st Hollywood Blockbuster• $260,000,000: 75 days• 130MM: All US Adults 18+• Scared the @#%* out of America
•Music Recognized Today Worldwide
Denial
HDWSI
“JAWS”:About
Denial
“Jaws”: Cultural Earthquake
• “Won’t Close the
Beaches” = $$$• “Can’t Hire More
Lifeguards” =$$$• “I’ve Never Seen this Shark”• “Are You Sure We Have a
Problem?”
We Never See the Monster in the 1st 60
Minutes
“We Need a Bigger Boat!”
Next Steps
We Need a Bigger Boat1. Abandon Denial
2. Recognize Titanic Threats
3. Alert Your Captain
4. Assess Your Boat
5. Get Compliant
6. All-Hazards Plan
7. Train Everyone
8. Exercise
We Need a Bigger Boat
•It Won’t Be Easy•But, That’s Our Mission•Safety: All Personnel
ActionPlan
Action Plan• Assessment of Your Org’s Current
Emergency Planning + Training• Just Like Your Financial Audits
•Outside, Independent
Next Step
WPV TTX:
Your
Workplace
ActionPlan
Help for
You
Help for YOU
Copy of This
Presentation
10
Commandments
Planning
10 Commandments
Training
“We Need a Bigger Boat!”
ASSEWorkplaceViolence:
YouYour Management
Your People