Guidelines for Implementing the Workplace Violence Policy
Appendix F – TRAINING INFORMATION AND RESOURCES
Below are lists of training issues to consider in the development of a training program.
Supervisory Training:
Interpersonal Communication:

Methods to encourage employees to report incidents of violence

Methods to support employees who report incidents

Skill in handling crisis situations, identifying the warning signs of aggression

Techniques and skills to manage and resolve conflicts

Identifying precipitating factors (e.g., mental health issues, workplace
stress, substance abuse)
Administrative:

Understanding the human and financial costs of workplace violence

Basic emergency response procedures

Interview techniques

Investigation skills and techniques related to workplace violence and
understanding when or who to involve in the investigation

Develop skills in identifying the appropriate policy to govern the
investigation and procedures (e.g., Workplace Violence Policy or the
Human Rights and Anti-Harassment policy)

Appropriate and fair remedial, disciplinary and/or legal action when required

Evaluation and implementation of appropriate corrective actions

How to make decisions regarding referrals for at risk employees (e.g.,
Employee Assistance Program, Human Rights Office, union or staff
association representative, police, legal counsel)

Resources available to staff and victims such as the Employee Assistance
Program

Hire with Care – Use of behavioural interview techniques to evaluate a
candidate’s skills to deal with the types of workplace stressors and conflicts
experienced in the hiring unit
Staff Training










Explanation of Workplace Violence Policy
Security procedures
Personal security measures
Identification of behaviours or acts that may pose a threat
Ways of preventing or diffusing volatile situations or aggressive behaviour
How to deal with hostile persons
Techniques and skills to manage and resolve conflicts
Crisis Intervention
City programs and services that can assist employees in resolving conflicts
The importance of reporting, how to report incidents, and who to contact for
support
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May 2010
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Information and Training Resources on Workplace Violence
Internal Resources
City of Toronto Training Guide (Courses for the Toronto Public Service)
The City offers a variety of courses designed for front line workers and their managers
to address relevant topics related to workplace violence (e.g. Conflict Management for
Staff, Violence in the Workplace). The course calendar is available on the HR Web at
http://insideto.toronto.ca/hrweb/training/index.htm
Instructor-Led Courses
The following examples are offered throughout the year. The objectives for each course
are described in the Training Guide. Check the guide for other courses not listed here
that may be suitable.
1. Coaching Staff for Improved Customer Service
2. Strengthening your Communication Skills
3. Conducting Productive Meetings
4. Conflict Management for Managers
5. Conflict Management for Staff
6. Dealing with Public Complaints
7. Giving and Receiving Feedback
8. Interpersonal Negotiating Skills
9. Human Rights in the Workplace
10. Managing Human Rights Today
11. Interpersonal Negotiating Skills
Divisions
A number of divisions provide program-specific training for their own staff.
External Canadian Resources:
Canadian Training Institute
Offers training in Crisis Prevention and Intervention
Toll Free: 1-877-889-6158
Internet: www.cantraining.org
Centre for Addiction and Mental Health, Ottawa Site
Consultant, Peter Williams, provides training in the area of Workplace Violence to
Supervisors, Managers and Union representatives. Also provides 2-hour employee
awareness training sessions. Additional staff located in Toronto.
Tel
1-613-569-6024
Internet: http://www.camh.net/about_camh/index.html
Crisis Prevention Institute
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Provides a 1 – 4 day seminar/workshop
Internet: http://www.crisisprevention.com
Toll Free: 1-800-558-8976
Canadian Centre for Occupational Health and Safety
CCOHS publishes a comprehensive and well-written employee handbook. In
addition, they provide free website information, as well as webinars and e-courses
on workplace violence, harassment and cyber bullying.
Violence in the Workplace Prevention Guide – revised and expanded, 2nd
edition
Cost: $12.00
Contact OHSCC (416-392-5497) to view a copy.
General Inquiries:
905-570-8094
Toll Free: 1-800-668-4284
Fax:
905-572-4500
Internet: http://www.ccohs.ca/products/publicationsviolence.html
Ministry of Labour Occupational Health and Safety Branch
Workplace Violence and Harassment: Understanding the Law; Health and Safety
Guidelines
General Inquiries:
416-326- 3835
Toll Free: 1-800-268-8013
Fax:
416-326-7745
Internet: http://www.labour.gov.on.ca/english/hs/pdf/wpvh_gl.pdf
Canadian Initiative on Workplace Violence
Their mandate is to reach a complete understanding of the contributing behaviours
and circumstances that culminate in workplace violence and aggression. They assist
Canadian organizations in the development of preventative and remedial programs
aimed at reducing workplace aggression. As well, the Canadian Initiative serves as a
key source of public information on workplace violence within Canada. They provide
public education sessions, conferences, workshops, and by consulting to non-profit
organizations. In addition, they distribute books, periodicals and other educational
materials to those who share our interest.
1 First Canadian Place, Suite 350
Toronto, Ontario M5X 1C1
Phone: (416) 760-8505
Fax: (416) 760-8980
General Information & Enquiries:
Research Department:
Consultant Services:
Training Services:
CIWV Publications Department:
info@workplaceviolence.ca
research@workplaceviolence.ca
consult@workplaceviolence.ca
training@workplaceviolence.ca
publications@workplaceviolence.ca
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Health and Safety Associations
Education Safety Association of Ontario
ESAO provides some free resources, as well as on-site workshops, or webinars on
violence prevention, domestic violence and working alone; $25 - $350.
General Inquiries: 416-250-8005
Toll Free:
1-877-732-3726
Fax:
416-250-9190
Internet:
http://www.esao.on.ca
Ontario Safety Association for Community and Healthcare
OSACH has free fact sheets and handbooks you can download on workplace violence
and domestic violence.
General Inquiries: 416-250-7444
Fax:
416-250-9190
Internet:
www.osach.ca
Occupational Health and Safety Council of Ontario
OHSCO’s Workplace Violence Prevention Series includes a Toolbox on Developing
Workplace Violence and Harassment Policies and Programs. OHSCO is an
organization made up of key decision-makers in Ontario's occupational health and
safety system. The Ministry of Labour is a member of the council.
Toolbox can be accessed at
http://www.labour.gov.on.ca/english/hs/pdf/wvps_toolbox.pdf
External American Resources:
National Institute for Occupational Safety & Health (NIOSH - USA)
National Institute for Occupational Safety and Health
4676 Columbia Parkway
Cincinnati, OH 45226
Publications Dissemination:
General Inquiries:
513-533-8328
Fax:
513-533-8465
Internet: http://www.cdc.gov/niosh/homepage.html
Hazards Evaluation and Technical Assistance Branch
General Inquiries:
513-841-4382
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