acp boston workplace violence: you your management your people
TRANSCRIPT
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ACP Boston
WorkplaceViolence:
YouYour Management
Your People
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Housekeeping
•Emergency Exits•Copy of Presentation•Survey•Cell Devices
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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
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Expert Consultant
• Landmark Legal Cases• Expected Settlements:
$1 Billion Each• “Failure to Plan”• “Failure to Train”
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Speaker
•NPFA•ASSE•SHRM•IFMA•ACP-NY, PA, CT
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Speaker
•FEMA(4X)•IACLEA•NASRO•CUPIC•NECUSA
•NPFA•ASSE•SHRM• IFMA•ACP
NY, PA, CT
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911 Consulting Clients
•GE HQ•Subway HQ•Hyatt HQ•MasterCard HQ•Rolls Royce HQ
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911 Consulting Clients
•25 Secondary•Western CT Univ.•Central CT Univ.•John Jay College•Housatonic CC
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36High Rises
Nationwide
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34 High Rises
•San Fran•Detroit•Chicago•Atlanta
•Boston•Seattle•Phila•NYC
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33 Arch St, Boston
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High Rises
NYC
14
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Waldorf=AstoriaNY, NY
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1 WTC 7 WTC
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ACP Boston
WorkplaceViolence:
YouYour Management
Your People
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Fair Warning
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Fair Warning!!!
I Will Be
Candid
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Active Shooter
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Active Shooter
is
Workplace Violence
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Active Shooter
is
Workplace Violence?
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Active Shooter
•Ever Had 1?•Will You Ever Have 1?
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Iceberg Principle
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Active ShooterActive Shooter
DailyWorkplaceViolence
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18x
More Likely to Have
Violence than a
Fire at Work
DOJ & NFPA
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Threats
2 millionWorkplace Violence
Annually
DOJ
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Facts: WPV
•2 people murdered/
day!
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Facts: WPV
• 2 people murdered/day!• Every hour:
–26 rapes –44 robberies –207 aggravated assaults –938 simple assaults–3,125 threats.
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WPV
“Epidemic”
CDC
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Myths
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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
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Insight
WPV is Very
Middle Class
American
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One More Myth
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Most Dangerous
Myth
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Most Dangerous Myth
•“We’ve Done Something”
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Most Dangerous Myth•“We’ve Done Something”
•Policy: “We’re Against WPV”
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Most Dangerous Myth
•No Planning•No Procedures•No Training•No Drills•No Exercises
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ACP Boston
WorkplaceViolence:
YouYour Management
Your People
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WPVWorkplace
Violence
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WPV
Research
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WPV: Many Forms
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WPV: Many Forms
1.Violence
2.Intimate Partner Violence
3.Stalking
4.Bullying
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Workplace Violence ContinuumWorkplace Violence Continuum
Discourtesy
DisrespectIntimidation
Harassment
RetaliationVerbal Assault Physical
Aggression
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Physical Attack
•Discourtesy•Disrespect• Intimidation
•Harassment•Retaliation• Verbal Assault
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Intimate Partner
Violence
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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
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Stalking @ Workplace
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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
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Workplace Bullying
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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
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Types of Violence
Workplace Bullying
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Types of Violence
• Harassment and teasing • Hostility & bullying• Theft• Acts of aggression• Sabotage• Rape & other physical assaults• Homicide/Suicide
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WPV•Can Be Prevented•Should Be Prevented
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Goals
1. Reduce the risk of WPV
2. Minimize personal & organizational suffering
3. Reduce Org’s/Individual’s Liability
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3 Keys to Prevention
•Education•Preparation•Early Intervention
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Factors that Contribute:
WPV
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Factors that Contribute: WPV• Peer pressure• Need for attention & respect• Feelings of low self-worth• Feelings of chronic injustice• Early childhood abuse/neglect• Bullying: WPV or Campus• Witnessing of violence• Easy access to weapons• Drug & alcohol abuse
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Prime Goal:
Avoidance
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Prime Goal: Avoidance
•Prevention•Preparation•Education
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Prime Goal: Avoidance• Prev/Preparation/Education• The concept of “zero
tolerance”• Understand Warning Signs• Responding to Threats• Counseling & Support
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Prevention
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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
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Types of Threats
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Types of Threats
•Direct•Conditional•Veiled
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Types of Threats
•Direct: “I’m gonna kill you”
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Types of Threats•Direct
•Conditional: “I’m going to get you.”
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Types of Threats• Direct• Conditional
•Veiled: “I know where you live.”
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Common Warning
Signs
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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
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Immediate Threat
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Immediate Threat
• Try to Remain Calm• Do NOT Confront: No Heroes• No weapon vs... knife vs... gun• Try to Exit Scene• Give assailant what he/she
wants• Call for Help
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After an Incident
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PreventingWorkplace Violence
• Establish a culture based on prevention
• Train the workplace in violence prevention
• Establish multiple points of identification
• Develop response systems for threat assessment and management
• Listen, be aware and respond…
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Demand Reporting
4 S
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Demand Reporting
See
Something,
Say
Something
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WPVScenarios
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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
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Scenarios
Manager reports he believes
another is carrying a knife/gun
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Scenarios
You see two staffers angry and pushing each other. Does it matter if they report
to you?
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Scenarios
A secretary & executive seem to
be having an intimate
relationship
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Scenarios
A guard asks someone to move their vehicle. They object, state their
high rank in the company and call
guard a “jerk”
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Scenarios
An email that is sent to 10 people that is critical of the work of one
employee
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Scenarios
You have to terminate an employee who is
unpopular, lives alone and has been known to crush soda cans
when angry/provoked
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Scenarios
Employee’s behavior changes: bizarre. He
scowls/stares. Fellow emps uncomfortable.
Sups order counseling under threat of termination.
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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.
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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.
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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.
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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.
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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.
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WPV Policy
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WPV Policy• Goal: Safe, Secure Workplace• Everyone is Responsible• Zero Tolerance• No Weapons• No Threatening, Intimidation• Covers Visitors, Contractors
•Reporting Is the Key
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Demand Reporting
See
Something,
Say
Something
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ACP Boston
WorkplaceViolence:
YouYour Management
Your People
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Active Shooter
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Police at Law Firm
Where Client Killed 2, Wounded 3
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St Louis: 4 Dead
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U.S. Capitol: Shooter Dead
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Hartford Distributors: 9 Dead
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NASA Contractor: 2 Dead
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NYPD: Active Shooter Analysis
•2011•202 Cases•Nationwide•All American
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Description
Profile?
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Description
Profile?
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NYPD: Active Shooter Analysis
•Male 96%•Age: 10-64!
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NYPD: Active Shooter Analysis
•Alone 98%•Plans: Y & N•Familiar: 78%•Emps: Current + Fired
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NYPD: Active Shooter Analysis
•Deaths: 3.0 Ave•Injured: 3.6 Ave
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NYPD: Active Shooter Analysis
•Campuses: 29%•Other Wrkplaces:
71%
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NYPD: Active Shooter Analysis
•Weapons: 36% Multiple
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NYPD: Active Shooter Analysis
•Force: 46%•Suicide: 40%•Arrested: 14%
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Active Shooter
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Sharp Spike
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Sharp Spike
•B4 Sandy Hook:
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Sharp Spike
•B4 Sandy Hook:
1X/Mo.
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Sharp Spike
•B4 Sandy Hook: 1X/Mo.
•Since Sandy Hook:
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Sharp Spike• B4 Sandy Hook: 1X/Mo.• Since Sandy Hook:
1+X/WK
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RunHideFight
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Active Shooter
•Run•Hide•Fight
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Active Shooter
•Run•Hide•Fight
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Active Shooter
Hide =
Lockdown
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Lockdown• Nearest Room• Windowless Best• Close Door. Lock. Barricade• Arrange Furniture• Hide• Quiet: Silence Phones• DON’T Answer Door• ONLY PD
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Active Shooter
•Run•Hide•Fight
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Run Hide Fight
•Generalities: Dangerous•Make Specific to:
Your PeopleYour Site
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RunHideFight
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What’s
Missing
Here???
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Almost All
Shootings:
Over in <
8 Minutes
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So, Police
Probably
Can’t Help
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Police /Fire /EMTs
are not the 1st responders
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Police /Fire /EMTs are not the 1st responders
Employees are the
1st responders
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Run Hide Fight
Training
Training
Training
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Workplace Violence
•Biggest Mistake?
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Workplace Violence• Biggest Mistake?
•Employees Confront Perpetrator
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Biggest Threat?
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Overriding Issue
DENIAL Sales
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WhyPlan &Train?
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RiskNeverSleeps
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WhyPlan &Train?
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Risk Always
Multiplies
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WhyPlan &Train?
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Dutyof
Care
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Why We Plan
OSHAis not a town in
Wisconsin.
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Required by
Federal Law
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OSHA
Workplace
Violence
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“Sections 1910.34 through 1910.39 apply
to workplaces in general industry
except mobile workplaces such as vehicles or vessels”
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OSHA
General
Duty
Clause
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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.”
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OSHA
Enforcement
Guidelines
2011
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SCOTUS
Only Courts Can Set/Adopt the Standards that
Juries Use to Judge YOU.
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Responsible
Officer?
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Responsible Party?
CEOSCOTUS
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CEO: Responsible Party
•Civilly•Personally•Criminally
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CEO = Resp Officer
1.Does Your CEO Know This?
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CEO = Resp Officer
1.Does Your CEO Know This?
2.Shouldn’t They?
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CEO = Resp Officer
1.Does Your CEO Know This?
2.Shouldn’t They?
3.Wouldn’t You?
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Most Important
Planning &Training Issues
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Most Important Issues
•Planning
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Most Important Issues
•PlanningCommandControlCommunications
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Command:Chain of
Command
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ControlYour Team
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Communications
Failure
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If You Can’t Communicate,
You Can’t Respond to
WPV
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Most Important Issues
•PlanningCommandControlCommunications•Training
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Most Important Issues
•PlanningCommandControlCommunications•Training
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Why We Plan & Train
Great plans are a smart thing…
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Why We Plan & Train
Great plans are a smart thing…
Training is everything.
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Training is Everything
• 737 Canada Fiery Crash Evacuation
No Fatalities
• 737 Greek Fiery Crash55/137 Fatalities
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Training is Everything
Difference?•Non-Fatal Crash: 75%
were frequent business flyers• 55 Fatalities: Almost 100%
were 1st-time flyers
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Hudson River
Survival was not the result of a miracle…
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Hudson River
Survival was
the result of
training.
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Training: The Law
Mandatory• Train All Employees• In Classroom• Annually & At Hire• “Qualified” Trainer
(by Experience, Training)
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On-Screen Training
•Can Supplement
•Can Never Substitute
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Training
Must Include:EmployeesContractors
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Training
OSHA
29 CFR 1910.38
29 CFR 1910.39
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Police /Fire /EMTs
are not the 1st responders
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Police /Fire /EMTs are not the 1st responders
Employees are the
1st responders
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We Don’t Rise to the Occasion…
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We Don’t Rise to the Occasion…
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We Sink to Our Level of Our Training
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Employees
Hate
This
Stuff!
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National Research
85%Safety:
MOST Important
Issue at Work
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National Research
•85%• Safety: MOST Important Issue at Work• More Imp than:
»Wages»Leave»Sick Days»Overtime»Union
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Training
•Trained
24,000 Employees
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Training
•Trained 24,000 Employees
•98.5% Confident
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98.5% Confident
•Took “Scary” out of Discussion
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98.5% Confident
• Took “Scary” out of Discussion
•Made Everyone Comfortable
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98.5% Confident
• Took “Scary” out of Discussion• Made Everyone Comfortable
•Empowered All
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Promise
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Promise
You Will Know What to Do in
Any Emergency
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Training Is More Than Training1. Not Just Training
2. Bond Emps into Safety Culture
3. Build Emp Awareness
4. Knock Down Silos
5. Integrate Safety into Their Jobs
6. Instill Sense of Responsibility
7. Increase Emp Ownership: Safety & Security
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Summary
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Physical Attack
•Discourtesy•Disrespect• Intimidation
•Harassment•Retaliation• Verbal Assault
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WPV
“Epidemic”
CDC
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ACP BostonWorkplaceViolence:
YouYour Management
Your People
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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
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Most Dangerous Myth
•No Planning•No Procedures•No Training•No Drills•No Exercises
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Workplace Violence ContinuumWorkplace Violence Continuum
Discourtesy
DisrespectIntimidation
Harassment
RetaliationVerbal Assault Physical
Aggression
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Intimate Partner
Violence
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Stalking @ Workplace
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Workplace Bullying
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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
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Demand Reporting
See
Something,
Say
Something
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Sharp Spike
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Police /Fire /EMTs
are not the 1st responders
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Police, Fire, EMTs are not the 1st Responders;
Employees are the 1st
Responders
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Dutyof
Care
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YourEmergency
Team
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CommandControl
Communications
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People Do NOT Rise to the Occasion…
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People Do NOT Rise to the Occasion…
They Sink to Their Level of Training!
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Training: Mandatory
OSHA
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Training: The Law
Mandatory• Train All Employees• In Classroom• Annually & At Hire• “Qualified” Trainer
(by Experience, Training)
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On-Screen Training
•Can Supplement•Can Never Substitute
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National Research
85%Safety:
MOST Important
Issue at Work
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Training
•Trained 24,000 Employees
•98.5% Confident
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Responsible Party?
CEOSCOTUS
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CEO: Responsible Party
•Civilly•Personally•Criminally
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Biggest Threat
Denial
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The Scariest Word at Any Org?
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NOT:“Cost” or“Price” or
“Budget” or“Headcount”
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Scariest Word?
Change!
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In all Orgs, Change Almost Always Occurs Because of…
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Blunt Force Trauma from the Outside…
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…Never by Inspired
Leadership from the Inside…
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“JAWS”: Cultural
Earthquake
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“Jaws”: Cultural Earthquake
•1975: 1st Hollywood Blockbuster
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“Jaws”: Cultural Earthquake
• 1975: 1st Hollywood Blockbuster
•$260,000,000: 75 days
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“Jaws”: Cultural Earthquake
• 1975: 1st Hollywood Blockbuster• $260,000,000: 75 days
•130MM: All US Adults 18+
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“Jaws”: Cultural Earthquake
• 1975: 1st Hollywood Blockbuster• $260,000,000: 75 days• 130MM: All US Adults 18+
•Scared the @#%* out of America
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“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
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HDWSI
“JAWS”:About
Denial
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“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?”
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We Never See the Monster in the 1st 60
Minutes
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“We Need a Bigger Boat!”
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Recommendations
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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
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ActionPlan
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Recommendations
1.Inside AlliesLegalInsurance
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Recommendations
2.Outside AuditPoliceInsurance Co.Other Expert
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Recommendations
3.Tabletop Exercise
OutsiderInsider
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Recommendations
1. Inside Allies
2. Outside Audit
3. Tabletop Exercise
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Next Step
WPV TTX:
Your
Workplace
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HDWSI
• It Won’t Be Easy•But, That’s Our Mission•Safety: All Personnel
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PlanningBrief
for YourWorkplace
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TrainingBrief
for YourWorkplace
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“We Need a Bigger Boat!”
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ACP BostonWorkplaceViolence:
YouYour Management
Your People