Business Prevention Tips
Violence in the Workplace
Employees

Is your office secure? Do you have easy- to-use phone systems with emergency
buttons, sign-in policies for visitors, panic buttons, safe rooms, security guards, office
access controls, good lighting, and safety training?

Does your employer take care in hiring and firing? Before hiring, are employment
gaps, history, references, and criminal and educational records thoroughly
examined? Are termination procedures defined clearly with attention to advance
notice, severance pay, and placement services?

Could you recognize potentially violent employees? Signs of stress that could erupt
into violence include: depression, frequent absences, talking in a louder-than-normal
voice, being startled easily, increased irritability and impatience, and concentration
and memory problems.

Are you encouraged to report unusual or worrisome behavior? Is there a clear,
written policy that spells out procedures in cases of violence and sanctions for
violators? Make sure you know to whom you should report unusual behaviors.

Do you work in a supportive, harmonious environment? Is there a culture of mutual
respect? Does your employer provide an employee assistance program (EAP)?
Employers
Do you???

Thoroughly screen job applicants.

Create an employee-friendly work climate with good communication and respectful
management style.

Make an effort to get to know your employees so management can recognize signs
of trouble.

Publicize and act on a "zero tolerance" policy where everyone knows that violent,
bullying, sabotaging, or harassing behavior is unacceptable and will not be tolerated.

Establish thoughtful, respectful, common-sense ways of handling layoffs and
terminations.

Take swift action to deal with possible threats even if vague or only suspicious.
Charlotte-Mecklenburg Police Department - Crime Prevention
601 East Trade Street  Charlotte, NC 28202
For more information, visit www.cmpd.org or call us at 704.336.2310
Dealing with angry people/confrontations
 Give the angry person some choices -- This allows them to maintain some sense of
control. For example, you might say, 'Mr. Jones, would you like to talk about your
benefits first or you’re lost ID card?" Or, "Ms. Jones, do you want me to see what I can
find out about your application on the computer or do you want to tell me the whole story
first?"
 Ask for clarification -- This is a good "slowing down" tactic when anger is rising.
Example: "Mr. Jones, I know that you are upset, but can I stop you just one minute to
make sure I understand what you've said so far so I can help? Did you say that your ID
is lost or that you never got it in the mail?"
 Watch your tone of voice -- Speaking calmly, slowly, quietly, and in an interested and
concerned manner may be hard when someone is screaming at you, but if you scream
back, use sarcasm, talk down to the person, or express anger, this will only make the
complaining person more angry!
 Be assertive -- In your calm tone of voice, you can also show self-confidence, control
and a positive manner. For example, 'Ms. Jones, I know that you are upset, but I'm sure
I can help you if we just take this one step at a time. Now, let me ask you ..."
 Apologize or agree with them without making excuses or pointing out how they
also contributed to the problem -- This may be the hardest thing to do since you may
have done nothing wrong, but you can probably find something to apologize for or agree
with to calm the person and encourage cooperation. Even starting out with a phrase as
simple as "I'm sorry that happened ..." can be helpful.
 Ask a simple favor -- Stop, pause, and ask some simple favor. For example, "Ms.
Jones, excuse me, but can we step across the hall to another area so you can have
some privacy while we talk?" Or "Mr. Jones, can you hand me that pad of paper, so I
can take some notes on what you're telling me?"
 Increase personal space -- Move back if necessary to put a distance of 3 to 5 feet
between you and your upset visitor.
 Watch your body language -- Avoid quick gestures and use small, slow gestures
instead keeping your palms up rather than down. Never touch the person yourself to
try to escort him/her from the area. Even a gentle push or holding the person's arm may
be interpreted as an assault by an agitated individual. And the person may respond with
violence towards you or file a lawsuit later.
Charlotte-Mecklenburg Police Department - Crime Prevention
601 East Trade Street  Charlotte, NC 28202
For more information, visit www.cmpd.org or call us at 704.336.2310