Workplace Violence Safety Talks TOOL A Safety Talk on the Front Desk & Reception Area: The Front Line of Workplace Security Before the Meeting, Prepare for These Discussion Points: • Who in your department is the first to meet visitors? Do they have the information they need to handle different types of challenges? • Ask your front desk workers to talk about their safety and security concerns. And find out what they have in mind for answers to these problems. • How does the backup system work? Does everyone know the signal to come to the aid of the receptionist? Lead the Meeting with this Fatality Report: Guard Found Slain at FedEx Facility A security guard working at a FedEx Ground distribution center near Washington, DC, was found shot dead. The victim, Reina N. Lynch, 26, was a school bus driver and mother of two. She had taken on the security job to make ends meet. A co-worker arriving for the day shift discovered Lynch lying on the ground by her guard booth at the entry gate. Police received a tip pointing to 40-year-old Fabian Shim, father of Lynch's seven-year-old child. Lynch might have become pregnant a second time by Shim, although he was engaged to another woman, and he and Lynch were having a child support court battle. Security films show a black BMW similar to Shim's pulling up to the security booth, and a man getting out and later returning. That man was the only visitor to the complex that night. Lynch was conscientious, her boss said, and would not have opened the secured booth to anyone she did not know. Shim was arrested and charged with first-degree murder. Working alone is always hazardous. If you have to work alone, arrange to check in with your coworkers or boss every half-hour or so. If you're going somewhere, or someone approaches you, let a co-worker or supervisor know. You have the right to work in safety. If you're working in a secured zone, respect it. Don't open a door or gate for anyone, no matter who, unless they're there for work purposes. If personal friends stop by, tell them "I'm working. I'll see you later." Safety Talk: The Reception Area and Front Desk: The Front Line of Workplace Security

Front desk workers have the job of greeting and directing workplace visitors. Their courteous manner and prompt service are important to the company's public image and reputation with customers. These workers also have an important part to play in the security and safety of their company and fellow workers. This front desk job varies among different workplaces. These duties may be carried out by the front gate guard, office receptionist, retail clerk, hospitality server, a warehouse worker taking a turn at the front counter, an admissions nurse or a lobby security monitor. The role also includes lunch break relief personnel. In each of these jobs, the worker is the first to observe and interact with the people coming in. They see customers, clients, patients, vendors and delivery persons. They might also face robbers, people planning an assault, angry customers and intoxicated people wandering in off the street. As well, they may have to deal with irate and abusive callers, pranks and threats, including bomb threats. If your job includes front desk duties, make sure your training covers procedures for dealing with visitors who make threats or bypass your desk. Many problems can be averted by acknowledging all visitors upon arrival, even if you don't have time to wait on them. Make eye contact and say you will be with them shortly. If someone tries to duck under a gate or around your station, speak clearly and firmly, asking him or her to wait. If you have a system of signing in visitors, ensure that they also sign out so there will be an accurate accounting of people in the building in case of an emergency evacuation. It may be your job to issue personal protective equipment to visitors being escorted into hazardous work areas. You should also keep a list of emergency numbers at your work station so you can readily contact security personnel, police and other emergency responders. A copy of planned evacuation routes should also be posted at the front desk or entry point to help emergency responders account for the people in the building. Talk to your supervisor or your company's safety and security office about helping you set up checklists for use in a crisis. If a call is a bomb threat, you can grab your checklist and make note of what the caller says and any identifying sounds to help investigators find the bomb and catch the caller. Also talk to your supervisor about assigning a backup person to help if you sense a threat. You will need a signal to alert this person, such as a code word or a silent alarm.

Sometimes callers and visitors will try to obtain confidential information about employees or the company. If you are in doubt about what to say or don't want to be rushed into saying the wrong thing, make a list of the requests and tell the person you will call him back. Then check with your supervisor. Work with your company in developing policies and procedures for front desk security challenges. Then you can handle them calmly, confidently and competently.

TOOL B Safety Talk: How to Prevent Violence by a Co-Worker or Outsider Before the Meeting, Prepare for These Discussion Points: 1. This safety talk about workplace violence includes advice about how to avoid physical assault such as hitting, shoving, kicking or attack with a weapon. Remind your workers that workplace violence also includes any abusive, threatening or intimidating behavior. 2. Ask your workers for examples of what they would consider threatening behavior. Shaking fists, destroying property and throwing objects are possible answers. 3. Discuss what should be done if a worker receives a verbal or written threat from a co-worker, supervisor or member of the public. A common definition of a threat is any expression of an intent to inflict harm. 4. Lead a discussion on harassment, which is also considered a form of workplace violence. Harassment is not just sexual. Harassment includes any behavior that demeans, embarrasses, humiliates, annoys, alarms or verbally abuses a person. 5. Verbal abuse is also related to workplace violence, and so it should be discussed here. It can include swearing, insults or condescending language. 6. Review your company’s policy on workplace violence and summarize it for this meeting. Lead the Meeting with this Fatality Report: Killer Gave Warning: That’s what you get for firing me," said the man shooting rounds from a semi-automatic handgun at a group of managers. Three were killed and two were injured when the exemployee found the group in a coffee shop near the workplace. The gunman had been fired the day before after a troubled work history that included threats to other employees and carrying a handgun to work. When he was fired he said, "You haven’t seen the last of me." When people think about workplace violence, stories like this come to mind. Lethal violence involving employees and ex-employees has affected large and small workplaces, including government bureaus, restaurants, schools, insurance offices and many others. Researchers say clear warning signs preceded 85% of workplace violence incidents. In many of the cases, supervisors and managers failed to check the worker’s history before he was hired. One worker who was fired for strange behavior at one job repeated the same behavior at his

new workplace and took a fellow worker hostage. Large firms with personnel departments may routinely check work histories but smaller firms need to do so also, possibly with help of an outside agency. In many cases companies ignored or failed to take seriously warning signs that violence was going to occur. In other cases they did not recognize warning signs while they were occurring, or they recognized the warning signs but failed to act quickly and decisively. In one such case, there was a plan to talk to the police on Monday but the killer struck before that on the weekend. Co-operate with your employer in efforts to maintain a violence-free workplace. Follow the company’s security rules, and report potential problems. Safety Talk: How You Can Prevent Violence in Your Workplace What’s at Stake Workplace violence can happen anywhere, any time. It can come from a co-worker or a stranger. And it isn’t limited to physical assault. Workplace violence is any form of threatening or disruptive behavior. It can be as simple as a gesture, such as a raised fist, or as complicated as sabotage. What’s the Danger Every year about 2 million workers in the US experience workplace violence. Example A Kentucky plastics factory employee, who was known to not get along with his co-workers, fatally shot his supervisor and four other workers before taking his own life. The press operator, said to be 25 years old, argued with his supervisor about wearing protective eyewear and using a cell phone at his workstation, before being escorted from the factory. He then returned and fatally shot his supervisor before shooting several other workers, apparently at random. How to Protect Yourself Before people explode in violence at work, they may give signals that something is wrong. There are a number of warning signs to let you know that trouble is brewing. Here are a few:   

Social isolation Decrease in personal hygiene Complaints of unfair treatment

      

Excessive lateness or absenteeism Faulty decision-making Blaming others for mistakes Inappropriate comments about revenge, violence or weapons Disrespect for authority Swearing Overreacting to criticism

There are precautions workers can take to minimize or prevent violence on the job. For example:            

Don’t get drawn into arguments. Loud and aggressive arguments can easily escalate into physical fights. Take verbal threats seriously, but don’t respond to them. Report all threats to your supervisor or the company’s security department. Report all incidents of bullying and sexual harassment. Watch for unauthorized visitors, even those who appear to have legitimate business at your plant. Crimes have been committed by people posing as employees, contractors and repair persons. Report any suspicious person or vehicle to security personnel. Don’t give out information about fellow employees. Keep doors locked before your business officially opens and after closing time. Always have access to communication devices so you can notify someone for help. Speeddialing numbers should be programmed into phones and emergency numbers should be listed at each phone. Some workplaces have predetermined code words so one employee can tell another about a dangerous customer or visitor without tipping off the suspect. Learn the distress signals used in your workplace. Wear your identification badge as instructed, and never lend your key or entry card to anyone. Notify the security office if you have lost your keys or pass cards. Keep your entry password a secret by memorizing it instead of writing it down. Trust your instincts. They act as your early warning system.

Final Word Knowing what workplace violence is, what you can do about it and what your company’s policy is on the topic will go a long way to ensuring your safety and to curbing violence in your workplace.

TOOL C Safety Talk: Security & Protecting Yourself from Robberies Before the Meeting, Prepare for These Discussion Points: 

Security risks vary from one type of workplace to the next. Be prepared to focus the discussion on your particular hazards, whether they involve shiftwork, handling cash and valuables, remote parking areas or other concerns.



Find out if any defensive training is available to help workers identify and deal with risks to personal security. Some companies and community programs offer instruction in selfdefense strategies.



Be ready to lead a discussion about possible improvements to workplace security.



Check with your company's security or safety personnel to see if there are any issues they would like to have you emphasize at your safety meeting.

Lead the Meeting with this Fatality Report: 16-Year-Old Girl Killed by Robber Sixteen-year-old Shona (not her real name) didn't even have time to react to the robber's demand for money before the bullet from his gun shattered her skull. Her mother was right beside her when Shona's world stopped forever. Shona was a part-time cashier at her parents' restaurant in Wisconsin. She also prepared food and took customers' orders. The rest of her time was spent studying 10th grade subjects in high school. What Happened Shona was standing behind the front counter of the restaurant watching television when a man wearing a bandana over his face entered and stood in front of the cash register. He pointed a handgun at Shona's face and demanded money from the cash drawer. Before she or her mother could respond, the gun fired, striking Shona in the face. She fell to the floor, and the suspect ran from the building. Shona's father was working in the back kitchen when he heard the gunshot. He immediately pushed a silent alarm button to notify the security company, and Shona's mother phoned for emergency services. Paramedics and police responded within four minutes, but couldn't do much for Shona, who died of brain injuries. In their grief, Shona's parents subsequently closed their business.

Security at the Restaurant About a month before the incident, two men tried to steal the television set from the customer service counter. But Shona's father stopped the robbery in progress. Three years before that, an armed robbery occurred at the restaurant. Although the family had a silent alarm security system, a camera that was directed at the counter was not working. After police received information from an informant, three men were arrested, but only two were later convicted of murder. Workers Take Heed Employees who deal with the public should follow these recommendations to minimize their risk of being victims of violence on the job:       

Get safety training on how to handle workplace violence, including robberies and assault. Ensure the training covers security measures, cash handling rules and strategies to defuse tense situations. Keep doors locked before and after business hours. Have a personal alarm or cell phone handy so you can notify authorities in an emergency. Talk to your boss about reducing the amount of cash on the premises, and consider hanging a sign to that effect. Avoid working alone. Adopt the buddy system to boost your safety and security. Report all suspicious persons and vehicles seen around your jobsite. Advise your supervisor or manager of any hazards that need immediate attention.

Safety Talk: Safeguard Your Personal Security Every year many employees face the dangers of being assaulted or even murdered, whether travelling to and from work, or in the office. When traveling to and from work, you may want to consider these safety points to increase your personal security:   

Always try to walk with someone. If you must walk alone, avoid vacant lots, dark areas or overgrown pathways. Keep your car doors locked even when driving. Then re-lock your car when you leave it, and visually check the back seat for intruders before re-entering. Also check underneath your vehicle. After work, you should walk to your car with the other employees, keeping your car keys ready in your hand.

        



Choose well-traveled streets when you commute, and avoid deserted streets and parking areas. If your vehicle breaks down and you have contacted police or a tow truck, lock your car and stay inside while you wait for help to arrive. At the beginning of the day, someone will always be the first employee to enter the office. If that someone is you, follow company safety procedures for entering and de-activating the alarm. But, remember: You should have your office keys handy so that you are not fumbling in a pocket or purse for them. An assailant could surprise you while you are distracted with the search for your keys. Before you enter, check the premises for signs of forced or illegal entry. If you think someone may be inside, remain outside and re-lock the door. You are safer calling the police from a nearby telephone. If you are robbed, stay calm. Don't argue with the robber because he may be armed and he may be very nervous. Always follow company instructions for dealing with robbery or other security issues. Don't wear flashy or expensive jewelry to work and don't carry a lot of cash with you. You may draw unwanted attention to yourself. Be alert to prowlers and report any suspicious persons. Arson, which causes lost jobs, injuries and deaths, can sometimes be prevented by reporting a suspect. Sometimes violence can happen at the hands of a customer. If you are confronted by an angry customer, first try to solve the problem by suggesting a solution. Don't get into an argument and always remain calm and polite. If your attempts at assistance fail, politely take them to your supervisor. Violence can sometimes be the result of inter-personal conflicts between employees. If two or more of your co-workers are involved in a heated argument, don't try to put your "two cents’ worth" into the quarrel. Immediately contact your supervisor and keep your distance from the conflict.

Final Word Take responsibility for your personal safety. Stay alert, avoid dangerous situations and stay out of conflicts at work. Prevention is your best protection

TOOL D Safety Talk: Terrorism: Disarming the Threat Before the Meeting Prepare for These Discussion Points:    

Talk to a security expert inside or outside your workplace to determine examples of vulnerable areas and what can be done to make them less vulnerable. Plan to create three or four mock security issues in your workplace and ask volunteers to point them out at your safety meeting. Plan to ask employees for their input on security issues around your workplace. Develop some terrorist attack scenarios and ask your employees what they would do under those circumstances

Lead the Meeting with this Fatality Report: Remember September 11 A total of 2,886 work-related fatalities resulted from the events of September 11, 2001. The events of that day killed persons from a wide range of backgrounds—janitors to managers, native and foreign-born workers, and the young and the old—who were at work in the World Trade Center or the Pentagon, were on business travel or were crew aboard the commercial airliners that crashed in Pennsylvania, New York City and Virginia, or were involved in rescue duties. Safety Talk: Terrorism: Disarming the Threat Workers need to prepare for all possible emergencies, even those as unlikely as terrorist attacks. In some workplaces, this threat is considered more possible than in others. These include power plants, large governmental agencies and places that make or use nuclear, biological or chemical materials. Other possible targets are waste treatment facilities, important bridges or tunnels, well-known buildings and national landmarks. Often terrorists will select high-traffic places, such as airports or large cities, where they can disappear into a crowd. Terrorism is politically motivated, pre-planned violence, usually caused by a group trying to influence an audience. The attacks typically are designed to disrupt security and communication systems, destroy property, and kill or injure as many civilians as possible. Terrorists employ a variety of weapons and tactics, including gunfire, arson, hijacking, kidnapping and bombs. Biological and chemical attacks are also possible. Biological terrorism uses toxins, bacteria or viruses to make people and livestock sick and to damage crops. Chemical terrorism uses poisonous substances that may cause serious injuries or death. You are more prepared for a terrorist attack if you are cautious and alert. Here are a few wise habits:

   

 

When in an area that could be targeted, be aware of your surroundings. Notice heavy objects that could topple in an explosion, and mentally note a spot where you would be safe if large windows shattered. Plan ahead in case you need to leave the building quickly. Locate emergency exits and stairways. Remember: Don't use elevators in an emergency. While traveling, watch for unusual behavior. Don't accept packages from strangers or leave your luggage unattended. If you work in a multi-level building, know where fire extinguishers are located and ensure they are in working order. Know where emergency supplies are stored. Ideally, each floor should have a first aid kit, flashlights, battery-operated radio, extra batteries, fluorescent tape for roping off areas and hardhats. Learn first aid. If you receive a bomb threat at work, keep the caller on the phone and get as much information as possible. Try to record everything. Call police and management, and then get out. After a threat, don't touch any suspicious packages. Clear the area and notify police. As the building is evacuated, move away from windows and don't block emergency officials' paths.

Final Word You have a valuable role in your company's emergency-preparedness plan. Being prepared for even an unlikely threat is an important part of that plan.

BOMB THREAT RESPONSE CHECKLIST Bomb threats are usually received by phone, but may also be received by note, letter or email. All bomb threats must be taken seriously and treated as if they’re credible and handled with the assumption that there really is a bomb or explosive in the building.

Your company should have a specific plan for dealing with bomb threats that you should refer to. Here are general things to do in response to a bomb threat. IF SOMEBODY CALLS IN WITH A BOMB THREAT: [ ] Get as much information as possible from the caller [ ] Take good notes when talking to the caller. [ ] Keep the caller on the line and write down everything he/she says. [ ] Listen for background noise, voice characteristics, e.g., a nasal or high-pitched voice, music, machinery or other sounds that might help identify the caller and his/her location

[ ] While talking to the caller, have a co-worker call 911 and building security immediately [ ] Don’t touch any suspicious packages [ ] Clear the area around a suspicious package and notify the police immediately [ ] While evacuating a building, avoid standing in front of windows or other potentially hazardous areas to be in case of explosion [ ] Don’t block sidewalks or other areas used by emergency personnel while evacuating [ ] If you find a bomb, don’t touch it or attempt to move it. Call for help and evacuate the area immediately BOMB THREAT CHECKLIST (List the following information if you receive a bomb threat) Exact time of call: Exact words of caller:

Person receiving call: Telephone number call received on: QUESTIONS TO ASK CALLER 1. When is the bomb going to explode? 2. Where is the bomb? 3. What does the bomb look like? 4. What kind of bomb is it? 5. What will cause it to explode? 6. Did you place the bomb? 7. Why? 8. Where are you calling from? 9. What’s your address? 10. What’s your name? CALLER’S VOICE (circle all that apply) Calm Crying Sounded familiar (describe who or what it sounded like): Deep Broken Accent Rapid Nasal Excited Sincere Normal

Slow Slurred Stutter Loud Giggling Angry Stressed Lisp Disguised Squeaky Were there any background noises? (describe):

Remarks: (add any other information that might help to identify the caller and his/her location):

TOOL E Safety Talk: Domestic Violence in the Workplace Before the Meeting, Prepare for These Discussion Points: 1. Exercise your own good judgment about the best way to deliver this safety talk. Since it is possible people on your crew affected by family violence, take care not to draw attention to them during your safety meeting. This might be one safety talk you should present impersonally, using the PowerPoint and audio presentation. 2. You can also make the CD of this safety talk available for individual use. That way a person can listen to the audio version in privacy. 3. Invite your human resources officer to speak to your group about family violence as a workplace issue. Ask what resources your company has for helping workers who are being abused. Can work leave be arranged so a person can escape to a shelter? 4. Find out about your company’s policies and procedures concerning domestic violence. 5. Invite someone from your company’s security department speak about precautions including parking lot escorts and visitor identification. 6. What if you suspect a worker is an abuser? What if the person is making harassing phone calls from the workplace, or using company vehicles to stalk someone? Find out your company’s policies. 7. Be extremely careful to protect the privacy and confidences of an abuse victim, who is in danger of retaliation from the abuser. Also be aware that keeping a job could be vitally important to the victim, providing a chance of independence and a means of supporting children. Lead the Meeting with this Fatality Report: Custody Dispute Leads to Workplace Deaths People tend to think of domestic violence—when they think about it at all—as a private matter that occurs behind the closed doors of a family’s home. But more and more, domestic violence is spilling into other areas, including the workplace. A fatal shooting in Albuquerque, New Mexico is a sad example. Angry about a child custody dispute with his ex-girlfriend, Robert Reza confronted her outside the New Mexico manufacturing plant where she works and shot her. He then forced his way inside and killed two workers before turning the gun on himself. Four others were wounded.

The girlfriend (who was critically injured, but has since been released from hospital) had told co-workers that she planned to report domestic violence to authorities. But it’s unclear whether management was aware of the situation. The police noted that Reza had been involved in a domestic violence complaint in another city. Because of incidents like these, domestic violence is increasingly being recognized as a workplace safety concern. In fact, a 2005 national survey found that 21% of full-time workers in the US had been victims of domestic violence. Here are some other statistics about domestic violence to consider:   

Among women, the age group at greatest risk for nonfatal intimate partner violence is 20 to 24. In Canada, 9% of female victims of spousal abuse report being stalked by a current or former spouse or common-law partner. Family members were responsible for 43% of all murders involving females across the US in 2002.

Safety Talk: Family Violence in the Workplace What’s at Stake Today’s safety talk is on a difficult topic. It’s about family violence, also known as domestic violence or abuse. What’s the Danger You might be wondering what this topic has to do with work safety. There are actually a couple of links between family violence and the workplace. Example First, family violence sometimes follows its victims to work in the form of unwanted calls, visits or even physical attacks. Second, a worker who is dealing with family violence can be distracted from working safely. How to Protect Yourself Family violence is physical, emotional/mental, sexual or financial abuse inflicted by one family member against another. The kind of family violence that most often spills over into the workplace is that between intimate partners such as husband and wife, boyfriend and girlfriend or same-sex partners.

Who is involved in family violence? It can be anyone, regardless of job, social or economic status, gender, religion, race or culture. Job loss, alcohol or drug use and other stressors can contribute to family abuse, but do not directly cause them. Abuse at home can lead to these sorts of problems at work:  Lack of productivity  Lack of attention to safety  Interpersonal problems such as heightened sensitivity, isolation or lies to hide abuse  Excessive time spent on breaks  Too many calls, visits or other types of interference from the abuser In turn, other workers are affected too.  They are uncomfortable because they know something is wrong but can’t discuss it.  They may have cover for the worker and do more than their share of work.  They may get involved in trying to protect the person from the abuser by deflecting phone calls and visits.  And, most importantly, they may be at risk for violence by the abuser, getting in the way of an assault or being actually targeted for violence because of jealousy. However, as a co-worker you are in a unique position to help. Victims of domestic abuse often choose a co-worker as the first person to confide in. You don’t have to wait for the person to speak up. If you think the time is right, start the conversation. Keep these things in mind:  Learn about your company’s policies about domestic abuse, and what kind of help might be available through your human resources department. You could also find out about shelters and other programs to help people escape abuse.  Invite the person to talk in confidence, in a comfortable, private place.  Let the person know you will believe and support him or her. Final Word If you are victim of family violence, consider asking your supervisor or a co-worker to direct you to help. If you suspect another worker is being abused at home, be prepared to listen when the person is ready to talk.

TOOL F Safety Talk: Stop Workplace Bullies Before the Meeting, Prepare for These Discussion Points: 

  

If your workplace doesn't have a clear written policy warning of zero tolerance for harassment/bullying, you are leaving yourself wide open for legal trouble if an ugly incident occurs. Bring your anti-harassment policy to your safety meeting and discuss it with your workers. Consider inviting an expert to speak on the devastating effects that workplace bullying can have on an employee's life. Find some effective anti-bullying posters and display them at your safety meeting. Here's a test to enable your workers to see whether they have bullying tendencies: http://www.guardian.co.uk/quiz/questions/0,,1836708,00.html

Lead the Meeting with this Fatality Report: Unaddressed Claims of Racism May Have Led to Workplace Shooting Spree When a worker complains of harassment of any kind, whether based on race, religion, gender, etc., you must take those complaints seriously and investigate them. If you ignore the claims and they turn out to have been justified, the worker could lash out in unexpected—and tragic— ways. Just look at what happened at a beer distributorship in Connecticut. Supervisors and a union representative called Omar Thornton, an African-American driver, into a disciplinary meeting and showed a video of him stealing beer from the company. Although union and company officials said he’d no history of complaints or disciplinary problems, he was told he could either resign or be fired. Thornton opted to quit and signed a letter of resignation. But as he was headed for the door, he pulled out a gun and started shooting. At the end of the shooting spree, Thornton had killed nine people (including himself) and injured two. The victims were found all over the complex and it’s unclear whether he fired randomly or targeted specific people. What happened? Thornton’s relatives say he finally snapped after suffering racial harassment in a predominantly white company where he felt he was singled out for being black. For example, they say that he’d found a picture of a noose and a racial epithet written on a bathroom wall. His girlfriend allegedly said that his supervisors told him they’d talk to his co-workers. However, it doesn’t appear they ever did so. The company denied any racial bias. And a union official said Thornton hadn’t filed a harassment complaint with the union or any government agency. The Connecticut Commission on Human Rights and Opportunities said the company has never had any complaints filed against it.

Safety Talk: Stop Workplace Bullies What’s at Stake Workplace bullying takes a toll on workplace morale and safety. Left unchallenged, bullying creates a dog pack mentality where others will add to the problem - by ignoring a victim or joining in on mean behavior. What’s the Danger Bullying can lead to incidents of physical violence as victims retaliate against their tormentors or bullies escalate their actions. Everyone is entitled to a safe workplace. A workplace that tolerates bullying cannot be considered safe. Example In one bullying case, a transit worker returned to his former place of employment and fatally shot four former co-workers before taking his own life. In a suicide note, he wrote about having been teased about a speech impediment. His note named several individuals he wanted dead. How to Protect Yourself It would be nice if ignoring a bully would make the problem go away. In reality the unacceptable behavior likely will continue and escalate. You need to confront the bully. It's best to take action right when harassment occurs. Hold up your hand, say, "stop!" and tell the person that behavior is not acceptable and you will not tolerate it. If the person keeps harassing you, calmly repeat the same message, adding that if the person doesn't back off you'll be forced to report him/her to management. Then, turn to other coworkers in the area and tell them you may need their support as witnesses if the bullying continues. Carefully detail all incidents in writing. You may need to produce that information later. If the bullying doesn't stop and you must report it to a manager, try to take someone with you as a supportive witness. Some workplaces have a culture of harassment that goes right to the top. If your complaint gets you nowhere, the best solution may be to find another job and leave with dignity. Final Word You can't possibly get along with everyone, but that doesn't mean you must put up with treatment that leaves you depressed, shaken and physically ill. Remember, it is not your fault. You have a legal right to work without physical, sexual or emotional abuse. And if this safety meeting causes you to wonder if you are a bully, you should talk to a professional counselor.

TOOL 9G Safety Talk: Report Threats of Violence Before the Meeting, Prepare for These Discussion Points: What is the policy for reporting violence at your workplace? May reports be made in confidence? Explain the procedure to your workers. Use this meeting as an opportunity to discuss what to do in case of emergency. Review emergency procedures, including how to silently summon help. Lead the Meeting with this Fatality Report: Children Witness Workplace Murder A horrifying example of what can go wrong after an emotionally unstable employee is fired resulted in a young man being jailed for life. Jackie Marshall, a 57-year-old grandmother who worked at a McDonald's restaurant in Chichester, England, was beaten and stabbed to death in front of horrified customers, including children attending a birthday party. Her killer was 21-year-old Shane Freer, a former employee who had been fired following an earlier incident at the restaurant. Freer had struck a young girl who had lobbed pieces of carrot and wet napkin at him. Freer was suspended with pay and soon fired for gross misconduct. Although Marshall did not fire Freer, he believed his termination was her doing. Upon hearing his job was gone, he broke into tears and then said of Marshall, "I'll kill her." True to his word, he purchased an eight-inch hunting knife, returned to the restaurant and stabbed Marshall multiple times. She died two hours later in hospital. Freer later told police, "I had to kill her; she got me fired." Safety Talk: Report Threats of Violence Failing to report violence and security threats in your workplace doesn't do anyone much good. Unless your company and your co-workers know about potential problems, they can't do anything to make your job safer. Your company likely has a zero-tolerance policy on violence. This means no verbal or non-verbal threats or any other form of intimidation or assault.

So why would you hesitate to report an incident or potential violence? See if any of these worries are holding you back:      

You don't want to get someone else in trouble. You do not trust your own judgment. What if you are wrong? You are afraid of being blamed for the incident. You are afraid of being harassed for causing trouble. You think you won't be taken seriously. You believe violent encounters with clients, customers, patients or co-workers are just a normal part of your job.

Your safety training stresses the importance of reporting all accidents, injuries, close calls and possible hazards. It's just as important to report any incidents or threats of violence. Doing so can prevent something worse from happening in the future and can provide help to any victim. You are encouraged to report any experience of workplace violence promptly, without fear of reprisal. You are also encouraged to suggest ways of reducing and eliminating risks. Better lighting, enclosed booths for dealing with the public and a worker buddy system are among measures that can improve security at various kinds of workplaces. Making proper use of security equipment is also part of your job. Don't attempt to bypass safeguards such as guard stations, identification badges, surveillance cameras, metal detectors or turnstiles. Make use of the security tools provided, such as curved mirrors to monitor hallways and concealed areas. If you are issued a two-way radio, keep it with you and make sure it works. Know what to do in an emergency. Do you know how to summon help with a silent alarm? Is there a saferoom or an employee-only exit? Get the training you need to deal safely with difficult people. Learn how to defuse a potentially violent situation if you are likely to be exposed through your work in health care, retail, law enforcement, human resources or other fields. In any workplace, it's a good idea to know the danger signs of a potentially violent co-worker. This person might:  Use intimidation  Display a violent outburst, seemingly out of character  Talk about weapons  Show paranoia  Exhibit desperation  Have a history of violence  Be a loner without a social life.

Final Word Being concerned about security on the job is not the sign of a coward. Alert, responsible employees who report incidents and observations can often avert workplace violence.

Calling 911 - What to Do When calling 911 in an emergency:     

Give the complete address where you need help. Tell the 911 operator what the problem is -- why you need help. Answer the operator's questions -- they must ask you certain questions to help the police or fire units responding to your emergency. Give the 911 operator your name. Remain calm and talk clearly.

Other things to know when you call 911:        

Give your complete address, including an apartment number or letter. Know if the street you live on runs north and south or east and west. Know what direction your home faces. Know the nearest intersection. Know how many houses your home is from the corner. Know the street behind you and in front of you. Let the operator control the conversation. Speak loud and clear, but do not scream.

Please do NOT call 911 and:   

Hang up - If you hang up before speaking to the 911 operator, they will call you back. Instead say, "This is not an emergency, but..." Report that the power is out at your home, unless it is an emergency. Call your utility service provider. Ask for a weather report. Check the Internet instead. If your power is out, get a batterypowered radio and stay tuned to a local radio station.

TOOL H Safety Talk: Safety When You’re All Alone Before the Meeting, Prepare for These Discussion Points:   

Are your workers on their own for all or part of a shift? Be ready to discuss the hazards they might encounter. This safety talk is a chance to review personal security for all workers. You could talk about commuting alone and at night, and precautions for weekend travel. Ask your workers for tips of their own about safety when working or traveling alone. Remember, an effective person-check system should have input from all levels of the workforce—management, supervisors and workers.

Lead the Meeting with this Fatality Report: First Night Shift Alone Ends in Death The murder of a teenage girl on her first solo night shift at a gas station has brought calls for improving security for night workers who must work alone. The 17-year-old girl was found murdered in the back room of a gas station in Montreal, Quebec. The station's owner says the building should have been locked while the young woman was on shift. Customers should have been served through a transaction window, but obviously someone was able to get inside the building. Do you have young workers who could be vulnerable to attack while working alone at night? What plan do you have in place to protect them? Safety Talk: Safety When You’re All Alone Working alone is not the best situation, but sometimes it is necessary. In occupations as diverse as home care nurse, security guard, property manager, bulk plant attendant, taxi driver, custodian, logger, ranch hand, retail clerk and oil field mechanic, the worker sometimes spends a solitary shift. Doing a job alone can be more hazardous than doing the same job in company of others. If a worker is injured, ill or trapped, there is no one nearby to help or call for assistance. Lone workers are also more vulnerable to crime such as robbery or assault. Workers alone in the wild country are more vulnerable to animal predators. Working alone means working where you cannot be seen or heard by another person and where you cannot expect a visit from another person.

The risk of working alone depends on circumstances including the location, whether the work itself is risky and involvement with the public. Workers who handle money, work away from the regular work site or work alone with patients or clients face particular hazards. So do those who work at heights or in confined spaces such as silos, work with electricity, hazardous substances, dangerous equipment or with the public where there is the possibility of violence. Consider these tips for greater safety when working alone:  Talk to your boss and colleagues about your job, the hazards and how to minimize them. See if work can be rescheduled so you do not have to work alone.  Set up a check-in system by which you call or page someone at regular intervals so they will know you are okay. Agree on a tracking method to be used if you are overdue.  Carry a personal alarm, cell phone or two-way radio. Manage the batteries so you will always be able to get through.  Use a buddy system, taking another worker with you into higher risk situations.  File a travel plan when you drive somewhere alone. Keep vehicles well-maintained to avoid breakdowns. Stock an emergency survival kit in the vehicle.  When visiting a possibly intimidating client, take a taxi and have the driver wait outside.  If you work alone late at night, get a security escort to your vehicle or bus stop. Handling cash or other valuables puts you at risk for violent robbery. Have your employer take steps to reduce the amount of cash on hand to lower the incentive for robbers. Have your work area arranged for maximum visibility from windows. Get training in how to avoid and handle a robbery, and learn to use the security system. Final Word Some people enjoy working alone and choose solitary jobs on purpose. An injury or a violent encounter can take the fun out of your work, so be prepared to work as safely as possible when you work alone.