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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 - A Real Killer! - by Dave BowmanViolence 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: 631 )
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: 292 )
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: 327 )
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: 396 )
Workplace Violence Ppt Presentation - by na
Excellent powerpoint presentation on violence in the workplace. (Added: 20-Jan-2010 Hits: 307 )
The Cost of Workplace Violence to American Business - by Kaufer & Mattman
In September of 1993, a Chicago-based National Safe Workplace Institute released a study pegging the cost of workplace violence at $4.2 billion annually. They estimated that in 1992, 111,000 violent incidents were committed in work environments, resulting in 750 deaths. (Added: 4-Sep-2003 Hits: 654 )
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: 684 )
Gossip - A Form of Workplace Violence - by Peter Vajda, Ph.D
To many folks, the idea of "workplace violence" connotes the physical harm that one may do to another. However, there is another form of workplace violence that is as dangerous and insidious, and this is workplace gossip. (Added: 3-Mar-2006 Hits: 613 )
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: 382 )
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: 292 )
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: 284 )
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: 604 )
Preventing Violence in the Workplace - by Jurg Mattman
Addresses three questions deserve closer examination: Why the increase in workplace related violence? How does an incident involving occupational violence affect a business economically? And what can be done to avoid violence in the workplace? (Added: 4-Sep-2003 Hits: 437 )
Workplace Violence At The Office? - by Chris E. McGoey
OFFICE VIOLENCE"One can logically understand the violence associated with high-risk occupations. The nature of the premises and location creates a criminal opportunity for those desperate for cash. See my web page on Crime Foreseeability. But how does one explain the recent pattern that is emerging where seemingly safe locations, such as private office buildings, are being used as the site for seeking revenge against one%u2019s enemies? (Added: 4-Sep-2003 Hits: 549 )
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