Conflict naturally occurs in decision making and working with others, with power imbalances enabling abuse and violence. Bullying takes many forms across one's lifespan, including harassment, gang violence, and domestic abuse. For violence to happen, there must be an interaction between a perceived problem, a setting allowing violence, and a stimulating event. Violence is a process, not a single act, and can escalate over time if warning signs are not addressed. People often exhibit warning signs like threats, substance abuse, or isolating behaviors before becoming violent.

2. Conflict occurs naturally in the process of decision making and working with others. A power imbalance is the primary factor in all forms of interpersonal violence and abuse (Roher, 1997; Sudermann, Jaffe, & Schieck, 1996).

4. Although bullying is generally thought of as childhood problem it takes many forms across the lifespan: sexual harassment, gang attacks, dating violence, assault, domestic violence, child abuse, harassment in the workplace, and elder abuse (National Crime Prevention Council, 1997).

5. Bite me

6. Fellow employees Supervisors Managers Customers Clients Patients Students The public Vendors Intruders

7. Contact with the public Exchange of money Delivery of goods or services Working alone or in small numbers Working late at night or early morning Working in high crime areas Guarding valuable property or money Working in community based settings Working What are YOUR risk factors?

8. In order for violence to happen there must be interaction among the following: Violence is seen as a solution to a problem A setting that permits violence A stimulating event

9. Violence is not only an act, it’s a process. Violence is perceived as a solution to a problem. Extreme violence associated with the workplace is a product of planning which takes place over time. Violence does not happen like the flick of a switch. It may be possible to intervene at the earliest signs of problems and stop the process. There is usually several people who are aware of a potentially violent situation.

10. Many people who become violent exhibit warning signs in advance: Depression or change in behavior. Explosive temper or threatening statements. Threats should not be taken lightly, they are often a prelude to action. Recent rejection or loss Substance abuse Money problems, gambling

11. Isolated from co-workers, strained relationships Expressed desire for revenge for perceived wrongs Obsessive interest in violence, death or weapons Disregard for health and safety Testing of limits

12. Overreaction to criticism, blaming Disrespect for authority and co-workers Personal hygiene is poor or ignored Escalation of threats or hurtful pranks Irrational beliefs or change in belief systems

14. Be aware of your space , posture, gestures and para verbals . The more a person loses control, the more they pay attention to non verbal cues.

15. The space around you, in which you feel most comfortable; usually 1 – 3 feet. What are some different situations that can affect your personal space? ? ? How can you regain your personal space?

16. Have you ever heard or had this conversation? “ I didn’t SAY anything!” “ Yeah, but I saw that face!” Facial expression is one of many non verbal communication channels People move their hands, legs and bodies in synchrony while talking, almost like a choreographed dance.

17. Affects the response we receive and may account for 35% of communications Tone (of voice) Volume (of voice) Cadence (rate of speech) Context (timing)

19. People who complain are great. They have something that doesn’t work and they want to resolve it. Behind every complaint is a request. You may not be able to help but most people will be reassured because you listened.

20. Sometimes just asking what is needed or wanted can de-escalate a tense situation. Listen carefully to the answer. Don’t minimize the complaint no matter how trivial YOU think it is. If it’s YOUR fault, take the blame. Work out a solution in a timely manner. Once there are some possible solutions, you have a point of negotiation Work toward an amicable solution that you can both live with.

21. Let the person release as much energy as possible by venting. Most people just want to be heard. Accept criticism in a positive way. Ask probing questions about what is the real problem. When there are pauses in conversation give clear direction, reasonable limits and enforceable consequences.

22. Remain in Control Try to stay calm in spite of challenges, insults or threats. If the complainant senses that you are losing control, the situation may escalate. Avoid issuing commands. Do not make false promises. Breathe!

23. Onlookers or friends tend to fuel the fire of the individual with the problem. Isolate that person by bringing them into a private area, or asking the others to leave. You will be more effective one to one. Make sure YOU are safe at all times!

24. Listen to understand, not to be understood. Silence is one of the most effective techniques in an argument. Provide feedback as you are listening. Generally speaking, you aren't learning much when your lips are moving

25. Words that escalate a conflict are: Never Always Unless Can’t Won’t Don’t Should Shouldn’t Words that defuse a conflict: Maybe Perhaps Sometimes What if It seems like I feel I think I wonder

26. Interrupt firmly but positively. Tell the person you will not accept the tone or abuse and you will end the conversation. If the behaviour persists, end the conversation, ask the person to leave, or leave yourself.

28. Everyone has one of the above responses to a perceived threat. When 'fight, flight, or freeze' reactions are activated, the body's secretes about 30 hormones almost instantly that are used for quick responses allowing us to sense danger and react

30. Increased breathing & heart rate; body is prepared to move quickly Tend to run away from a threat or perceived threat Physically back away when confronted Look for a way to escape Sit on the edge of your seat, adopt a runner’s stance of one foot in front of the other – ready to escape

31. Heart and breathing rate increase Challenging, confrontational, angry demand action or answers Loud aggressive, swearing speech May crowd the person they are speaking with – “in your face” May clench and unclench hands

32. Heart and breathing rate slow down May appear to be in an altered state Appear withdrawn or distracted May close their eyes May talk very softly and slowly May appear cold or shiver May have an unfocused gaze May have act as if everything is normal

33. Fight, flight or freeze are autonomic instinctive survival responses of your body Fighting generally makes things worse or makes the person more violent Leave the situation if possible (flight) Leaving isn’t always an option, you may have to face the situation!

34. BREATHE Pause, calm yourself in order to reduce your stress response. Follow your plan by talking yourself through it. Use the buddy system

35. Keep Breathing! Make sure you are safe and unhurt. Vent, get it out of your system. Release negative energy in a positive way. Debrief soon after the incident. Document the incident.

37. Monopolizing class discussions exhibiting a challenging, arrogant or insolent manner Packing up books before the class ends Doing something else in class Refusing to participate in activities Asking irrelevant questions

38. Over-reacting to returned assignments Being slow in moving in and out of groups Talking when someone else is speaking Making late or noisy entrances to class Displaying overt disinterest (sleeping, leaving)

39. Not listening but talking in class Exhibiting lack of awareness of acceptable behaviour Creating difficulty in reaching a consensus Physically threatening another student or College personnel

40. Most disruptive behaviour can be avoided by stating expectations in the course outline and verbally at the start of each term. Establish and enforce reasonable expectations as they relate to……. The Student Code of conduct covers all students. Quote pertinent points in your course outline.

41. Ask the students what behavioural expectations should be. Ask students to anonymously give you feedback on any issues about which you are concerned. Ask open-ended questions "what do you like or dislike about the class so far?” Document ALL incidents no matter how minor.

42. If a student is posing a direct threat to you or a member of the class, call Security immediately. It can be a mistake to believe the behaviour will stop on it’s own. Err on the side of caution. Deal with all students in a calm, courteous and direct manner.

43. Confronting negative behaviour during the class seldom proves to be successful. Consider a general word of caution, rather than warning a particular student (e.g. "We have too many side bar conversations at the moment; Lets all focus on the same topic").

44. It is suggested that you request the student's time after class - with the presence of a third party if you feel the situation warrants it. In a private setting, point out the agreed upon expectations, the student's offensive behavior, and requested change. Allow the student to respond Restate the class expectations and then student's choice to honour them or to drop the class.

45. Assess your work environment Promote respect in all aspects of work Know your violence response procedures Pay attention to warning signs, alert others Trust your instincts (gut feeling) Get training

46. Discreetly signal another person Press your distress alarm if you have one Stall for time Do as you are told Don’t grab the weapon Watch for an escape

47. Employee talks about suicide Employee talks of being physically harmed or of harming somebody else Employee exhibits peculiar or odd thinking; Hallucinates

48. Respect the dignity of all people Listen carefully; respond to specific concerns or needs Do not judge Maintain confidentiality and privacy Comment only on job related problems or work performance issues Expect a complicated history of the situation

49. Take action according to the immediacy and severity of the concerns Monitor over time Recognize your limits; you can’t solve all problems, get help from professionals

50. Violence can happen anywhere, at any time, to any one. Communication and education are your best tools to protect yourself. If you know about it, report it.

51. Thank you!