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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:
Work-related violence - Customer Service Officer - Case Study - by naSouth 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. (Added: 20-Jan-2010 Hits: 217 )
Workplace Violence: An Employer’s Guide - by Kaufer & Mattman
With proper planning and effective programs, employers can dramatically reduce incidents of workplace violence. (Added: 4-Sep-2003 Hits: 555 )
Plain Talk For Paintful Times - by Eileen McDargh
In the aftermath of September 11, 2001 we need to reexamine our relationships and the way we treat others in the world. (Added: 13-Sep-2001 Hits: 514 )
Positive Steps for Screening Out Workplace Violence - by Bill Mattman
Jurg (Bill) Mattman of The Mattman Company is a leading expert in employee and executive security, and a principal founder of the Workplace Violence Research Institute. Last spring, The Mattman Company was asked by a computer software company in Santa Ana, Calif., to develop an effective screening program that would not only address the violence issue but legal concerns as well. (Added: 4-Sep-2003 Hits: 927 )
Domestic Violence Is a Workplace Problem - by Christina Morfeld
This article provides tips for dealing with an employee that you suspect is involved in an abusive relationship, strategies for creating a supportive work environment, and resources for victims, managers, and co-workers. (Added: 14-Sep-2002 Hits: 431 )
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. (Added: 20-Jan-2010 Hits: 320 )
You Can Prevent Liability From Workplace Conflicts - by NA
Supervisors know that they can be held liable for their abusive or improper actions toward employees. What many supervisors don%u2019t know is that they and their organizations can be held liable for actions between and among employees%u2026 when the supervisor fails to act to resolve the situation. (Added: 4-Sep-2003 Hits: 382 )
Workplace Violence - A Real Killer! - by Dave Bowman
Violence is perhaps the most personally dangerous, disturbing and costly trend in the American workplace today. But, it can be contained. To do that, however, it takes a commitment from management, as well as constant awareness and vigilance from all employees. (Added: 7-May-2001 Hits: 614 )
Customer violence halts re-opening of Courts stores - Business News, Business - The Independent - by na
Thank goodness customers don't often take to violence en masse, but it happens:"Violent disturbances have broken out at a number of Courts stores, preventing the stricken furniture group's administrators from reopening its 88 UK sites.""Violent disturbances have broken out at a number of Courts stores, preventing the stricken furniture group's administrators from reopening its 88 UK sites.""Furious customers, who are being denied instant access to their goods, have smashed windows and threatened staff, KPMG said yesterday. (Added: 20-Jan-2010 Hits: 266 )
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 Hits: 790 )
The: Dangerous Customer - by Shep Hyken
What is a dangerous customer? It is not necessarily a customer that is threatening you with a knife or a gun. (That is not just a dangerous customer, but a dangerous person.) What we are discussing in this article is the customer that puts you into the "danger zone" of lost business. We aren't talking about customers who have a complaint about you and choose to tell everyone they know. We are talking about that potentially very dangerous type of customer, a "satisfied" customer. (Added: 24-May-2005 Hits: 921 )
What Can You Do About Workplace Violence? - by Roberta Chinsky Matuson
An article on workplace violence from a top U.S. Website, Monster.com (Added: 25-Feb-2001 Hits: 594 )
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. (Added: 21-Feb-2001 Hits: 410 )
The enemy is not us: unexpected workplace violence trends. | Goliath Business News - by Public Personnel Management
ccording to a recent Society for Human Resource Management violence survey, approximately 40 percent of organizations either have no set procedure or "don't know" how they would respond to situations of workplace violence. (17) Using a survey of a municipal government workforce, we call attention to the problem of multiple types of workplace violence occurring simultaneously in an organization and the disturbing frequency of experiencing and observing violent episodes. Given the negative consequences of these episodes, managers who report a lack of preparation for workplace violence is worrisome. Our data suggest that organizations need sound policies and programs to address multiple violence issues, and that they be expanded to include customer violence control. As one respondent succinctly commented, "our bosses need to recognize the potential for workplace violence and develop programs and training to address it." It appears that frontline workers understand the problem and even its potential solutions, yet human resources and management personnel are slow to recognize current HR policies are not adequately addressing this social problem. (Added: 20-Jan-2010 Hits: 289 )
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. (Added: 20-Jan-2010 Hits: 207 )
VERBAL VIOLENCE : When Words Wound - by Debra Littlejohn Shinder
Have you ever been wounded by words? I have, and most of you who are reading this probably have, too. As children, you might have recited the familiar rythme: "Sticks and stones may break my bones but words will never hurt me." Even then, you probably sensed that it wasn't true. (Added: 7-May-2001 Hits: 369 )
Violence in the workplace Fact Sheet - NIOSH - by NIOSH
The National Institute for Occupational Safety and Health (NIOSH) has found that an average of 20 workers are murdered each week in the United States. In addition, an estimated 1 million workers -18,000 per week - are victims of nonfatal workplace assaults each year. (Added: 23-Nov-2000 Hits: 618 )
How do we deal with the angry spouse, customer or other individual bent on causing trouble? - by na
We fool ourselves into thinking such things could never happen where we work, and we often ignore behaviors that represent warning signs for an accident or an act of violence. Ignorance remains blissful only until the undesirable event occurs. The nature of prevention requires we anticipate and protect against even the most unlikely of occurrences, especially when the consequences are so severe.""There are things employers and facilities can do to protect against acts of violence, and many of them involve a tremendous amount of common sense. The only real challenge is translating common sense into a plan that everyone knows and understands. (Added: 20-Jan-2010 Hits: 286 )
It's None of Our Business: When Domestic Violence Comes to Work - by Joni Johnston
As an HR professional, very troubling situations like domestic violence can land on your desk. It's none of your business, it's not your job, but there it is. You need to make some response and that's where Joni Johnston's article is of such help. (Added: 17-Jan-2002 Hits: 275 )
Workplace Violence - by Stuecker & Associates
Every organization should have a workplace violence policy just like they have a natural disaster policy. This should have very clear rules and be spelled out in an employee handbook. Senior management should be quick and stern in dealing with violations. (Added: 21-Feb-2001 Hits: 553 )
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Christmas is Coming. Do You Know How To Deal With the Hot, Frustrated, Irate Customers?
If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber.
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Lisa S. In California: Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.