Workplace Violence: You Your Management Your People.

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