Table of Contents

Section I

Introduction

1. What is Workplace Violence?
2. Why is Workplace Violence an Important Issue?
3. What Factors Increase the Risk of Workplace Violence?
4. What should a Workplace Violence Prevention Policy Say?

Section II

Developing a Workplace Violence Prevention Program

1. Conducting a Workplace Violence Risk Assessment
2. Developing Preventive Measures
3. Reporting and Investigating Workplace Violence
4. Establishing an Emergency Response Plan
5. Providing Victim Support
6. Conducting Incident Follow-up
7. Providing Workplace Violence Training and Education
8. Conducting Program Review
9. Using Community Resources

Section III

Preventing Workplace Violence

1. Warning Signs
   • Physical Signs of a Potentially Violent Person
   • Warning Signs of a Troubled Employee
   • Warning Signs of a Potentially Violent Person
   • Common Characteristics of Violent Incidents Between Employees
2. Personal Safety
   • Emergency Preparedness
   • Trusting your Instincts
   • Dealing with Strangers
   • Elevator Safety
3. Workplace Design
   • Building Security
   • Visitors
   • Waiting Areas
   • Natural Surveillance
   • Electronic Devices and Surveillance
   • Workplace Layout
   • Parking Lot Design
4. Work Situations and Interactions
   • Robbery Prevention
   • Handling Cash
   • Banking Money
   • Working Alone
   • Working Off-Site
   • Working Late
   • Working with Young People
   • Working with Patients
   • Managing Workplace Change
   • Resolving Problem Behaviour
   • Preparing for a Potentially Violent Meeting
   • Managing Workplace Terminations
   • Threats Against Employees
   • Internet Harassment
   • Stalking Situations
5. Work-Related Travel
   • Walking Safety
   • Driving Safety
   • Parking Lot Safety
   • Public Transit Safety
   • Travel Safety
   • Hotel Safety

Section IV

Responding to Workplace Violence

1. Dealing with a Potentially Violent Person
   • Tips for Verbal Communication
   • Tips for Non-verbal Communication and Behaviour
   • Tips for Problem Solving
2. Terminating a Negative Interaction
3. Responding to Harassment
4. Responding to an Abusive Telephone Call
5. Responding to Internet Harassment
6. Making an Emergency Services Call
7. Responding to a Physical Attack
8. Responding to a Hostage Situation
9. Responding to a Robbery
10. Responding to a Bomb Threat
11. Lock-Down Procedures
12. Emergency Evacuation Procedures

Section V

Conclusions

1. Is your Organization Prepared?
2. Common Mistakes Made in Dealing with Violence Issues

Section VI

Occupational Health and Safety Legislation

1. Canada
2. United States
3. Where to Go for Regulatory Advice and Information

Section VII

Key Sources used to Prepare this Publication

Section VIII

Appendices

1. Sample Risk Assessment Questionnaire
2. Sample Inspection Form
3. Sample Reporting Form