This document provides an overview of identifying and responding to inappropriate and violent workplace behavior. It discusses defining inappropriate and violent behavior, examining behavioral cues that could indicate escalating conflict, methods for de-escalating tensions, and the various reporting methods within an organization. The training aims to help employees recognize potential issues, safely manage situations, and ensure any necessary follow up by resources like Employee Assistance, Health Services, and Human Resources.

1. Identify & Respond
Identifying and Responding to Workplace
Behavioral and Violence Issues
Rebecca Henllan-Jones
December 18, 2012

2. Welcome!
O Introductions
O Name
O Title
O Years with the
organization
O Something about you in
140 characters or less
Introductions!

3. Overview/Objectives
O You will develop the knowledge and tools
to identify and respond to workplace and
behavioral issues
O Objectives – you will be able to
O Define and identify inappropriate and
violent behavior
O Predict and respond to inappropriate and
violent behavior
O Report inappropriate or violent behavior

4. Meeting Guidelines
O Your training, your rules
O Parking Lot
O House Keeping
O Breaks
O Phones

5. Section One: Interpreting
Inappropriate & Violent
Behavior
Section Objectives
• Define inappropriate behavior
• Define violent behavior
• Describe the behavior

6. Don’t Ignore Poor Behavior

7. Inappropriate Behavior
O Inappropriate behavior in the workplace is
behavior that is not consistent with the
accepted behavior described in the organ-
ization’s Code of Conduct
O Employees who are rude, vulgar or make
condescending remarks to others are
defined as inappropriate
O What other behaviors are inappropriate?

8. Inappropriate Behavior
O Insolence
O Intimidating behavior
O Yelling
O Taunting
O Bullying

9. Violent Behavior
O Any physical or non-physical
behavior intended to
antagonize, intimidate, harm,
threaten, or cause injury to a
person or property

10. Violent Behavior
O Physically injuring another individual
O Purposeful contact with the intent to
provoke and/or antagonize
O Continuing Bullying and Harassment
O Subjection to emotional stress by another
O Carrying any weapon on University
property not required for job duties

11. OK!
NO
WAY!

12. OK!
NO
WAY!

14. Section Two: Assess a
Situation
Section Objectives
• Interpret a behavioral cue and know its
potential outcome
• Examine behavioral cues
• Appropriately plan your approach

15. Behavioral Cues
O A person who is moving towards an
argument or potential violence will often
give cues
O Look for those cues
O Physical
O Verbal
O Our own internal cues – listen to your
body

16. Behavioral Cues
O Increased agitation
O Increased or excessive emotion
O Flushed face
O Change in stance
O “Shuts down” ignoring you
O Clenching fists
O Heavy or inconsistent breathing
O Moves into personal space

18. Examining Behavioral Cues
Looking at behavioral cues:
are these behaviors Ok? Or
No Way?

19. Planning your approach
When addressing a situation that you have
identified as inappropriate or potentially violent:
O Project calmness and empathy
O Focus on employee’s concerns
O Avoid an audience
O Stay near an exit (if possible)
O …What else?

20. Section Three: Manage
inappropriate and/or violent
behavior & Employ methods to
avoid violent behavior
Section Objectives
• Identify ways to de-escalate a hostile and/or
violent situation
• Describe next steps
• Analyze when a situation may become
violent or inappropriate
• Distinguish between an angry employee and
a potentially violent employee

22. Identify ways to De-escalate…
Plan your approach
O Observe and listen
O Ask questions and avoid arguing
O Speak softly and clearly
O Calmly state consequences
O …What else?

23. Describe Next Steps
O Continue the calm
O Once de-escalated move into more private
space
O Continue to be alert
O Determine if employee can continue shift
O Is additional intervention required?
O Security?
O Health Services/Employee Assistance?
O HR?

25. Distinguish – Anger vs.
Potential Violence
Review:
O Increased agitation
O Increased or excessive emotion
O Flushed face
O Change in stance
O “Shuts down” ignoring you
O Clenching fists
O Heavy or inconsistent breathing
O Moves into personal space

26. Here’s what we
discovered…

28. Section Four: Reporting
Inappropriate or Violent Behavior
Section Objectives
• Name the various methods in which
behavior can be reported
• Relate situation to various reporting methods
• Name sources of assistance on the unit and
in the organization and define their purpose

29. Methods of Reporting

30. Methods of Reporting

31. Relating the Situation
O Listen to the following
situations…
O How would you
report them?
O Would you report
them?

32. Who else can help?
O University Health Services (UHS)
O Suspected or known employee intoxication
O Illness
O Some injuries
O Emergency Department (ED)
O If UHS is closed
O Some injuries
O Employee Assistance (EAP)
O Anytime there is concern for employee’s well-
being
O Human Resources (HR)
O Any time behavior/violence is reported
O Anytime an employee is escorted to UHS for
general follow-up and consultation

33. Conclusion
O Never ignore poor behavior
O Always follow-up with behavioral reports
O When engaging with a volatile/violent
individual
O Keep calm
O Follow policy EC 3.14
O When in doubt– contact HR