About this Factsheet

This fact sheet gives practical advice on what to do if violence is a problem to you at work.

It discusses various forms of violence at work, including the threat of armed robbery. It does not specifically cover violence associated with a robbery, and you should see Guidelines for the Safety of Staff from the Threat of Armed Robbery. You can also obtain further information in A Guide for Employers and Employees on Dealing with Violence at Work.

What is Violence at Work?

Violence is a hazard encountered in many places of work. It can occur suddenly, without notice or provocation. It may cause mental and physical pain and suffering and may result in permanent disability or even death.
A definition of violence at work is:

Any incident in which an employee is abused, threatened or assaulted by fellow employees or by a member of the public in circumstances arising out of the course of his or her employment.

Violence includes sexual or other forms of harassment.

Depending on your job, you could be exposed to violence or threatening behaviour from members of the public, students, patients or clients, or from supervisors, managers or other workers.

The law requires all practicable steps to be taken to protect people from violent incidents which may result in injury, or in harm to their health.

Whose Concern is it?

Employers have a legal duty under the Health and Safety in Employment Act 1992 to take all practicable steps to identify all hazards in the place of work; to determine their significance; and to eliminate, isolate or minimise the likelihood that the hazard will be a source of harm.

The potential for incidents involving violence is a significant hazard in many places of work, and the duty on employers includes taking all practicable steps to protect employees from violent behaviour from any source, the same as for any other hazard in the place of work.

As an employee, you also have a duty under the Act to take all practicable steps to ensure your safety while at work, and that no action or inaction by you while at work causes harm to any other person.

Why Reduce the risk of Violence at Work?

Both you and your employer have an interest in, and can benefit from, reducing violence at work.

For you, violence can cause pain, suffering and even disability or death. Physical attacks are obviously dangerous but serious or persistent verbal abuse or threats can also harm your health through anxiety or stress.

For employers, violence can lead to low morale and a poor image for the organisation, making it difficult to recruit and retain staff. There are costs associated with violence at work. As well as the financial costs of absenteeism, lost productivity, possible higher insurance premiums and ACC levies, and medical expenses, there is the personal cost of emotional trauma suffered by the victims and their families.

What Causes Violence?

It is impossible to determine the reason for every violent outburst but there are common factors which may apply to all places of work. Often there is a combination of personal and/or environmental factors involved.

Different forms of violence include:

• Random violence with no clear intent, such as from a deluded psychiatric patient or from someone under the influence of alcohol or drugs.
• Intimidation used to achieve a desired end such as control or sexual satisfaction or simply faster service.
• The expression of uncontrolled irritation such as dissatisfaction with poor service or prolonged discomfort.
• Displaced anger from past situations applied unreasonably to the issue.
• Violence related to criminal activity, thrill-seeking or revenge.
• Violence related to cultural or religious differences between sub-groups in society.

What to do

Co-operate with your employer to identify areas of work where the potential for violence is likely.

• Work in accordance with the procedures and policies put in place by your employer to prevent or reduce the incidence of violence.
• Follow the work practices, methods and instructions applicable in your place of work.
• Report all incidents of violence to you or your colleagues. If appropriate, use the system for reporting in your place of work.
• Give support to fellow employees who have been victims.
• Do not provoke violence, intimidate or harass fellow employees.
• Treat customers in a friendly and courteous manner, and be patient and willing to assist.
• Do not discuss the security measures used in your place of work with outsiders.
• If you work alone, take reasonable steps to ensure your safety. For example, check out the credentials of clients and any arrangements for meetings away from your normal place of work.
• If you work at night, park in and keep to well-lit areas.

In armed robbery situations:

• Co-operate as much as possible, without putting yourself in further danger.
• Do not aggravate the situation.
• Do not try to be a hero.
• Co-operate with and assist the police.

The provision of personal protection, such as personal alarms or self-defence training, should be used only when all practicable steps have been taken to minimise the risk of injury or harm to health.

A Common-Sense Approach

Because circumstances can vary so widely, it is impossible to cover every scenario or provide advice on every practicable step you could take to avoid, prevent or deal with incidents of violence.

Take a common-sense approach to your own health and safety and treat others in the same manner you wish to be treated. Be alert, and act in a healthy and safe way to yourself, your colleagues, your clients, and all others you meet during your working day.