DILIGENCE SECURITY SOLUTIONS LTD employees who come into contact with the public may encounter violence or aggressive behaviour. At times, members of the public may attack, threaten or curse them.

The Health and Safety Executive defines violence as “Any incident in which an employee is abused, threatened or assaulted by a member of the public in circumstances arising out of the course of his or her employment.”

The most common type of incident our employees typically encounter involves that of verbal abuse and threats. Physical attacks occur less frequently. In addition to the use of unlawful physical force against a person, violence may also involve the uttering of verbal abuse and threats (whether with or without a weapon) rude innuendoes or gestures, of racial or sexual harassment.

Violence of any kind can cause much emotional stress even when there is not a physical injury. A risk of physical injury may be implied by threats. Those who damage an employee’s personal property and belongings can also instil fear of future physical attack and thereby cause emotional distress and stress.

Violence of any kind can cause much emotional stress even when there is not a physical injury. A risk of physical injury may be implied by threats. Those who damage an employee’s personal property and belongings can also instil fear of future physical attack and thereby cause emotional distress and stress.

Statement

As an employee, we will spare no reasonable effort and precautions needed to protect our employee’s safety and health at work and to help prevent aggression and violence of all kinds.

Employees who are assaulted, threatened or suffered verbal abuse while working will receive all possible support and assistance by the company, including efforts to protect them while working on our clients premises 

Reporting of Incidents 

We make an Incident Report form available from Reception which employees and managers must use to report any incidence of violence, aggression, threats or verbal abuse at work whenever and wherever it occurs. Reporting such incidents is legally required under the Reporting of Injuries, Diseases and Dangerous Occurrences Regulations Act 1995 (RIDDOR)

Any incident of physical violence, verbal abuse, aggression, racial or sexual abuse or intentional personal property damage must be reported on this form as soon as possible with the form to be given to the Health Safety Officer

Incident Reporting Form

This form should be filled out by the member of staff directly involved, where possible to do so, as soon as possible after the incident. The form will need to be filled in containing the following;

  • Identification and information to the individual/s involved
  • Any known information to the assailant/s
  • Detailed description as to what has happened, this needs to be fact based and to include any physical injury suffered and medical treatment received
  • If the police were informed, the Crime REF number if applicable and any action taken
  • Identifying factors that may have contributed to the incident and any suggestions for prevention and improvement

Sign of aggressive behaviour or intent

  • Fidgeting/wringing of hands
  • Loud exciting speech
  • Finger wagging
  • Staring eyes
  • Sweating

What do you defuse the situation:

  • Attempt to stay calm and to speak slowly. Do not drawn into a heated argument 
  • Avoid aggressive body language such as wagging fingers or placing your hands on your hips. Look to adopt a more open and positive posture
  • Use a calm, measured, gentle toned voice
  • Attempt to demonstrate compassion and listen to what the other person/people have to say
  • Avoid arguing and refrain from responding until the other person has finished expressing themselves and has hopefully vented their anger or frustration
  • Try not to stare but do make eye contact
  • Do not crowd the other person’s space

If you are threatened or physically assaulted;

  • Attempt to escape if possible, Run, walk or remove yourself from the situation
  • Shout or raise the alarm in another way
  • Have someone call the police or do it yourself if you are able to
  • Tell your manager about the incident as soon as you can

Write down what has happened, including the following;

  • Where the incident has taken place
  • Time and date
  • Identity of any witness or witnesses, their name/s, address, contact telephone number 
  • What you were engaged in doing when the incident took place
  • Whether there was any physical injury, threat, threats, verbal abuse or damage to property etc