Workplace Violence Procedure

Occupational violence and aggression is when a person is abused, threatened or assaulted in a situation related to their work. It might come from anywhere – clients, customers, the public or co-workers.

Work-related gendered violence is any behavior, directed at any person, or that affects a person because of their sex, gender or sexual orientation, or because they do not adhere to socially prescribed gender roles, that creates a risk to health and safety.

• Take a slight step back to keep a safe distance between aggressor and worker
• Use approaches aimed to defuse and deescalate and reduce the likelihood of the situation becoming aggressive or violent
• Obtain as much detail as possible about the customers’ issues or concerns
• If the customer begins to become difficult, where possible, calmly notify them that you are not comfortable with the situation.  If the behaviour continues, stop the interaction and notify the customer of the need to reschedule or escalate to the supervisor for resolution
• If the situation continues to decline or feels unsafe, request the assistance of colleagues or manager via pressing the duress button (some offices may have variations of this)
• If the inappropriate behaviour ceases and the customer is composed, the interaction may continue. Inform your Supervisor/Manager of the incident
• Be mindful of voice tone and body language
• Show respect through active listening, empathy and speaking to them on their level
• Document event in the IRIS system and place on appropriate file/GMW system
• If approached by a customer outside of hours, then it should be documented in IRIS and dealt with the same as any other civil assault and referred to the police

• Look for signs of anxiety, agitation or anger being displayed by the client. Anger can be displayed in several ways: red face, shouting, panting, teeth gritting etc.
• ‘Quiet’ anger i.e. when someone is seething with rage underneath.
• It is a dangerous sign when someone suddenly shifts from being loud and boisterous to being quiet as it may indicate they have resolved to act.
• Respond quickly when a client becomes angry, difficult, agitated, distressed or upset. Focus on reducing possible triggers to prevent the situation escalating.
• Adopt neutral or non-confrontational body language (this can assist to prevent escalation).
• Upon feeling customers are building up an angry conversation, you should seek to terminate the conversation, and re-schedule for another time. I.e. time out please.

• Stay calm and avoid talking to the caller if they are abusive, as it may trigger a negative response.
• Obtain as much detail as possible about the customers’ issues or concerns.
• Be mindful of voice tone.
• Avoid slamming down the phone.
• Request the assistance of colleagues or manager.
• Show respect through active listening, empathy, speaking to them on their level.
• Where the customer is threatening, inform them you are not comfortable and if behaviour continues you will need to terminate the interaction and reschedule.
• Notify the Supervisor/Manager immediately.
• Document event in the IRIS system and place on appropriate file/GMW system.

• Be mindful of your body language and tone of voice.
• Do not enter physical body space, always maintain a reactionary gap for safety.
• Use approaches aimed to defuse, deescalate and reduce the likelihood of the situation becoming aggressive or violent.
• Show respect through active listening, empathy, speaking to them on their level.
• Listen to the customer’s grievance and ask questions to better understand.
• Communicate with empathy.
• Upon feeling customers are building up an angry conversation, you should seek to terminate the conversation, and re-schedule for another time. I.e. time out please.
• Notify the customer that the conversation will cease, then proceed back to your vehicle and notify Supervisor/Manager for resolution.
• Use 2 person up method, where possible – visit should be by 2 workers where possible.
• Document event in the IRIS system and place on appropriate file/GMW system.
• If approached by a customer outside of hours, then it should be dealt with the same as any other civil assault and referred to the police.

3.5.1    Preparation Stage:

Prior to undertaking any interaction with customers, including going out onto site, all GMW workers need to prepare.  This may include:

• Reviewing customer’s notes held on file or in GMW systems
• It is important to undertake a risk assessment to identify any hazards with regards to the customer interaction and develop a safety system of work
• All GMW workers who are required to have interaction with customers as part of their role are to be instructed and trained as outlined in the manager’s responsibilities
• A safe system of work is to be established within the team and office on how to respond to customers who demonstrate inappropriate behaviour towards GMW workers, including emergency procedure / duress procedure

Note: GMW maintains a number of sources of customer information on file and on GMW systems. The systems include Geo-cortex.

In addition, workers such as Customer Service Managers (CSM) in the areas of operation may also be able to assist in preparing for customer or site/ property visits.

3.5.2    Defuse Stage:

At this stage, workers are required to implement training and instructions, including safe system of work that has been provided to with regards to customer service interaction.

These include:

• Customer service interaction techniques which defuse / deescalate any customer difficulty or aggression.
• Seek assistance from nearest team member.
• Remove yourself (and others if required) from the situation.
• Notify Supervisor / Manager.
• Where necessary enact the relevant Emergency Procedure / Duress Procedure.
• Physical harm, assault, threats of violence or abuse and stalking should also be reported to the police.

3.5.3    Debrief Stage:

At this stage, the situation has been resolved.

• Depending upon the scale of situation, an incident debrief will be conducted by the appropriate parties.
• The worker who has had the incident is required to place a report into IRIS with the support of the Supervisor/Manager.
• Your Manager / Supervisor will review processes and procedures and make any necessary amendments. Your Manager / Supervisor will then make any relevant notifications so other workers are aware for future dealings, for example by highlighting customers land area in Geo-cortex as aggressive customer. This includes any updates to GMW files, and systems such as Geo-cortex.
• It is important to maintain a level of professionalism and confidentiality during and after any escalated situations with customers.
• In some circumstances the Supervisor/Manager and/or the health and safety team may conduct or arrange for additional debriefing sessions.  The intent of these sessions is to assist in alleviating any stress caused by the incident.

Other types of assistance that GMW can provide include:

• Group discussions and/or counselling services required
• EAP – 1300 344 996
• Peer Support – Contact list is in supporting documents

See example: Appendix A – Flowchart - Corporate workplace violence

Overseeing and ensuring the implementation of the requirements of this procedures within their respective functional areas.

• Ensure adequate resources are available to enable the effective implementation of this procedure

Managers and Supervisors have a responsibility under the Work Health and Safety Act to provide a safe and healthy workplace for their staff.   At GMW we actively support and promote GMW safety systems to minimise exposure to incidents of aggression.

Managers and supervisors have the responsibility to ensure:

• A local emergency response or duress response process is developed consulted, staff are trained, tested and available to guide staff in the process to be followed for an incident of client aggression.
• Office practices and procedures are reviewed and improved where required to provide a positive customer experience.
• Workers are provided with guidance and/or training to enhance skills in conveying information to clients
• Workers are trained and are competent in how to effectively manage and respond to aggressive clients, using approaches to reduce the likelihood of clients to become aggressive or violent.
• Workers are provided with the skills and techniques to effectively manage clients and stay in control when interactions include intimidation, verbal abuse and threat.
• Workers who are in direct client contact areas such as counters are trained and experienced staff with a customer focus
• Workers are aware of the support systems including how to effectively terminate calls, remove self from situations and others and commence a duress situation to ensure safety.
• Will provide support, medical treatment, debriefing procedures and EAP support including competent counsellors.
• Complete as soon as practicable, necessary incident reporting, including police (where required), GMW IRIS report and/or WorkSafe etc.

Workers have the responsibly to ensure:

• During client interactions it is essential for staff to remain alert and aware of their surroundings with safety at the foremost in their mind at all times.

It is important that during client interaction for staff to:

• Identify signs which may lead to aggressive and potentially violent behaviour
• Identify ways to defuse and avoid confrontations
• Adopt approaches aimed at reducing likelihood of clients becoming violent
• Adopted approaches and own behaviours to control anger and stay in control
• Adopt approaches to manage distress
• Remain conscious of personal safety and identify opportunities to seek assistance from colleagues, managers, or exit the scene.