Preface |
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xiii | |
The Authors |
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xv | |
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xvi | |
Prologue |
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xix | |
PART I Introduction |
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1 How Workplace Violence Has Grown |
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3 | |
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Violence in Organizations |
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4 | |
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Violent Events in Organizations, 1981-1990 |
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4 | |
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Violent Events in Organizations, 1991-1994 |
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6 | |
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Violent Events in Organizations, 1995-2000 |
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8 | |
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Violent Events in Organizations, 2001-2005 |
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13 | |
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Violent Events in Organizations, 2006-2009 |
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16 | |
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21 | |
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Violent Events in Education, 1989-1999 |
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22 | |
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Violent Events in Education, 2000-2004 |
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24 | |
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Violent Events in Education, 2005-2009 |
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27 | |
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32 | |
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Immediate and Direct Costs |
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36 | |
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36 | |
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38 | |
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Magnitude of Costs to Business |
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38 | |
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Imprecise Definitions Affect Accuracy of Statistics |
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40 | |
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Defining and Classifying Workplace Violence |
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40 | |
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Definitions Widely Used But Limited |
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Where and When May Not Be the Defining Factors |
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The Intent May Be More Defining than the Act |
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44 | |
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Definition Should Include Target, Perpetrator, and Intent |
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48 | |
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3 How Violent Behavior Builds The Volcano Analogy |
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Can We Predict Violent Behavior? |
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52 | |
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53 | |
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PART II The Environment |
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4 Environmental Influences on Workplace Violence |
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59 | |
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Changing Sociocultural Environment |
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60 | |
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Changing Norms of Behavior |
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60 | |
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61 | |
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Work and Family Interdependence |
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62 | |
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Drugs, Gangs, and Organized Crime |
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62 | |
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Changing Economic Environment The Over-Under Society |
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64 | |
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Changing Business Conditions |
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64 | |
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65 | |
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66 | |
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Changing Nature of Jobs (Including Technological Changes) |
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67 | |
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Changing Nature of Workforce |
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67 | |
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Increased Diversity and Presence of Women |
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68 | |
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Sexual Preference, Age, and Other Forms of Diversity |
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5 Management's Dealing with Environmental Influences |
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Handling Changes in the Sociocultural Environment |
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Responding to the Increased Use of Drugs and Alcohol |
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Responding to Changes in the Economic Environment |
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77 | |
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Responding to Changes in the Nature of the Workforce |
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78 | |
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Responding to Ineffective or Problem Supervisors |
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79 | |
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81 | |
PART III The Workplace |
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6 How the Workplace Affects Behavior |
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85 | |
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Occupations Traditionally Considered Hazardous |
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86 | |
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Vulnerable Organizations Not Traditionally Considered Hazardous |
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Organizations Disliked By Fanatics |
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90 | |
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7 Dealing with Workplace Influences |
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Recognize Potential Problems |
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In Occupations Traditionally Considered as Hazardous |
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In Vulnerable Organizations Not Traditionally Considered Hazardous |
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In Organizations Disliked by Fanatics |
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In Any and All Organizations |
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100 | |
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Identify, Prioritize, and Protect Organizational Assets |
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103 | |
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Define and Prioritize Organizational Assets |
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103 | |
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Perform a Needs Assessment |
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104 | |
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Correct Security Problem Areas |
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104 | |
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Establish Necessary Administrative Controls |
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105 | |
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Develop an Early Warning System |
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105 | |
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Train and Familiarize All Employees with Security Procedures |
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106 | |
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107 | |
PART IV Employees |
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8 Employee Factors That Influence Violent Behavior |
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112 | |
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Job and Work Expectations |
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114 | |
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Manager and Supervisor Expectations |
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115 | |
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116 | |
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Dysfunctional Behavior of Bosses and Coworkers |
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116 | |
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Personal and Personality Factors |
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117 | |
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119 | |
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9 Dealing with Employee Factors Related to Violence |
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Train to Recognize Personal Characteristics and Personal History |
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122 | |
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122 | |
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Unfavorable Military Record |
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123 | |
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Fascination with Guns and Weapons |
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123 | |
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Fanatical Behavior or Extremist Views |
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No Healthy Way to Express Rage |
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Personality Magnification |
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126 | |
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Personality Disorders or Lack of Social/Family Support |
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126 | |
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Poor Self-Esteem and a Defensive Posture |
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127 | |
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Problems in Credit and Driving Records |
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127 | |
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Train to Recognize Work Behaviors and Relationships |
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127 | |
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128 | |
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Threatening Behavior or Words |
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128 | |
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128 | |
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129 | |
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Property Destruction or Theft |
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129 | |
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Labor–Management Disputes |
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129 | |
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Uncontrollable Temper and Outbursts |
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129 | |
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129 | |
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Requires Much Supervision |
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130 | |
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Change in Behavior or Personal Appearance |
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130 | |
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130 | |
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Decline in Productivity or Performance |
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130 | |
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Bullying and Abusive Behavior |
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130 | |
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Train to Recognize How Violence Builds Through Different Levels |
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131 | |
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Take Special Precautions with Computers |
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132 | |
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Train to Diffuse Potentially Violent Situations |
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133 | |
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Provide an Adequate Support System to Prevent Violence |
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134 | |
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Behavioral Observation Programs (BON) |
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135 | |
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Employee Assistance Programs (EAPs) |
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135 | |
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137 | |
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137 | |
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Exhibit Post-Violence Patience |
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137 | |
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Train for Emergencies When Violence is Not Preventable |
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137 | |
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138 | |
PART V The Organization |
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10 Organizational Influences on Workplace Violence |
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143 | |
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Inappropriate Management Styles/Behavior |
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144 | |
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144 | |
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Intentional Mismanagement |
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145 | |
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146 | |
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Inappropriate Management Policies |
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146 | |
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147 | |
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Management's Poor Relationship with Employees |
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147 | |
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Disagreeable or Distressful Job Factors |
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148 | |
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Pressures from Downsizing/Reorganizing |
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149 | |
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Negligent Attitude Toward Safety/Health of Personnel |
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150 | |
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Negative Organizational Culture |
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150 | |
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Job Overload and High Turnover |
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151 | |
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152 | |
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11 Dealing with Organizational Influences |
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153 | |
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Develop and Maintain Security |
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154 | |
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Establish A Positive, Hostility-Free Workplace Environment |
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154 | |
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Balance Rights of Troubled Workers and Other Employees |
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156 | |
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Select and Train Positive Managers and Supervisors |
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156 | |
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Eliminate Sick Work Environments |
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157 | |
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159 | |
PART VI General Approaches to Workplace Violence |
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12 Administrative Ways of Reducing Risks |
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163 | |
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Establish And-Violence Policies |
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164 | |
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165 | |
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Conduct Security Needs Assessment |
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165 | |
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Consider Facility Design and Provide Security Devices |
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166 | |
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Address Security Personnel Needs. |
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167 | |
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170 | |
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Establish Procedure for Reporting Behaviors and Threats |
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170 | |
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Follow Established Disciplinary Procedures |
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171 | |
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Practice Non-Exacerbating Termination Procedures |
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172 | |
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173 | |
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Minimize Negative Effects of Reorganization |
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174 | |
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Provide Outplacement Services |
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174 | |
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Assist with Stress Management |
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175 | |
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Establish a Crisis Management Team |
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176 | |
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Establish an Organizational Crisis Plan |
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178 | |
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Establish Distress Signals and Procedures |
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178 | |
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Set Up Early-Detection System |
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179 | |
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Identify and Communicate Who Handles Problems |
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179 | |
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Train Personnel in Well-Defined Procedures |
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180 | |
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Prepare a Post-Violence Trauma Plan |
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180 | |
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181 | |
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13 Legal Issues and Law Enforcement |
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183 | |
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Responsibility and Liability |
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184 | |
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185 | |
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186 | |
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186 | |
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Mental Disabilities and the ADA |
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186 | |
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Approaches to Reduce Liability |
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187 | |
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188 | |
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Jurisdictional and Other Limitations |
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188 | |
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188 | |
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189 | |
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190 | |
APPENDICES |
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A Organizations That Assist in Learning About Workplace Violence |
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195 | |
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201 | |
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202 | |
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Violence Prevention Checklist |
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203 | |
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C An Evaluative Instrument |
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205 | |
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Identifying Your Organization's Propensity to Elicit Violence |
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205 | |
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D A Training Outline Using the Violence Volcano Metaphor |
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211 | |
Bibliography |
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213 | |
Additional References |
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219 | |