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Top : Workplace Violence: There's always a possibility that customer interactions can "go bad" and escalate to workplace violence. While it doesn't happen often you should know what to do to handle and prevent escalation to violence. You'll find general information on this topic here.
Articles:
Workplace Violence At The Office- by Chris E. McGoey
Workplace homicide is the leading cause of death among female workers in the US and is the second leading cause of death for men. According to the Bureau of Labor Statistics (BLS), 856 employees that were murdered on the job in 1997 and of those, 731 (85%) died during robberies.
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21-Feb-2001
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Work-related violence - Customer Service Officer - Case Study- by na
South Yorkshire Passenger Transport Executive (SYPTE) is one of a number of passenger transport executives that operate throughout the UK. SYPTE manages the infrastructure of the transport system, including the bus stations, bus shelters and other on-street fixtures. The Executive issues travel tickets and travel passes, provides information about transport routes and timetables, and subsidises travel services for isolated communities that are not otherwise commercially viable. It employs around 350 staff.
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20-Jan-2010
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Understanding Underreporting: An exploration of the underreporting of customer anti-social behaviour- by Vicki Bishop
Violence and anti-social behaviour is a widespread phenomenon affecting a large proportion of the working population across many sectors and occupations (Bishop, Korczynski and Cohen 2005, Boyd; 2002; Di Martino, Hoel and Cooper, 2003). In addition to its detrimental effects on employee health and well-being (Chappell and Di Martino 2000), such behaviours also carry a substantial cost to employers in terms of absenteeism, turnover, litigation and negative impact on public reputation (Hoel, Sparks and Cooper, 2001). However, in order for organisations to put adequate responses and resources in place, it is vital to have an accurate picture in terms of the size or magnitude of the problem (Di Martino et al., 2003; Essenberg, 2003). Although internal reporting systems can provide organisations with this necessary information, where employees regularly fail to use it to violent and abusive behaviour and where such underreporting is endemic, any effort to address the problem is likely to fail. Given this importance of reporting, an understanding of the factors affecting widespread underreporting is essential.
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20-Jan-2010
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GUIDELINES FOR WORKPLACE VIOLENCE PREVENTION PROGRAMS- by NSI
Violence in the health care industry is endemic. Although it is increasing in severity and frequency, violence against employees in areas such as psychiatric facilities, community mental health clinics, infirmaries in corrections departments, pharmacies and community care facilities has been a serious problem for many years.
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21-Feb-2001
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When Bad Customer Service Leads the Elderly to Violence | BNET Intercom | BNET- by Lori Deschene
Mona Shaw, a 75-year old woman from Manassas Virginia, received a three-month suspended sentence, was fined $345, and was issued a year-long restraining order for going at her local Comcast payment center with a hammer. In August, she and her husband waited all day for a Comcast technician to come to their home and install the Triple Play phone, Internet, and cable service. The Technician came two days later and failed to complete the job — and they waited two hours to speak to a manager before being told the manager had left for the day.
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20-Jan-2010
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Violence In The Workplace - NIOSH- by NIOSH
This document reviews what is known about fatal and nonfatal violence in the workplace to determine the focus needed for prevention and research. The document also summarizes issues to be addressed when dealing with workplace violence in various settings such as offices, factories, warehouses, hospitals, convenience stores, and taxicabs.
(Added:
23-Nov-2000
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594
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