Self-regulation, early intervention, and proactive training are key to safer workplaces
This article was created in partnership with Workplace Safety & Prevention Services
When the hospital Kristy Cork worked at called a Code White, employees trained in crisis intervention would rush to the specified unit to help. But what became clear to Cork in her health and safety role was that because their fight, flight, freeze response kicked in, some responders brought a chaotic energy that worked against their mission.
“Flying in nervous and anxious yourself means you can’t respond effectively,” says Cork, now a specialized consultant with Workplace Safety & Prevention Services (WSPS). “What we implemented was, before you walk in, take a second. Stop, breathe, and do a quick self-assessment: am I going to make this situation better or worse? If we get caught up and it becomes stressful for us, then it usually does not end well.”
Focusing on self-regulation first and immediately identifying ways to deescalate is key to shutting down a potentially high-risk situation, and it’s a lesson that stuck with Cork beyond her tenure in healthcare. In her current role, the Canadian Registered Safety Professional focuses on helping organizations achieve and maintain healthy workplaces by tackling issues like workplace violence and harassment, psychological health and safety, and impairment in the workplace. And in every instance, especially today when people are experiencing higher levels of stress on top of everyday issues, Cork can’t emphasize enough what she learned in the hospital setting: early intervention by someone with a calm demeanour is critical.
While the mentality is zero tolerance for violence, which is true, “it’s more important to stay safe than be right,” Cork stresses. For example, in a workplace dealing with the public, situational awareness is important. If a customer is reaching the point of a dangerous outburst, there was likely a missed opportunity to mitigate that response. Steering employees away from judging the response and trying to convince the person that their behaviour is wrong, and aiming instead to understand and validate their concerns, is the right approach.
“My biggest piece of advice is, be proactive,” Cork sums up. “Understand the signs of agitation and train your people on effective de-escalation. What constitutes a calming presence? How is that communicated via tone, body language, eye contact? Talk respectfully, don’t get confrontational, and don’t belittle the person. Those are the skills we want more people in workplaces to have.”
Start with a risk assessment and an open mind
Though every province and territory have health and safety legislation, meaning legal obligations vary from jurisdiction to jurisdiction, a common thread is doing everything reasonable for the protection of workers. The first step for employers regardless of where they’re based is to assess what in their work environment could contribute to instances of violence and harassment.
“Risk always exists — even if the environment is highly secured, there could still be violence between the staff, for example — so every workplace should do an assessment and understand what their unique hazards are,” Cork notes.
Once the risks are identified, training employees on how to summon assistance when they’re in a sticky situation is a key piece and included in much of Canada’s health and safety legislation. Again, this must be tailored to the workplace: is an employee working in isolation? Is the workplace a remote location? Are there phones with specific features to reach our immediately, panic buttons, or code words that can be used to get help? Have employees run through scenarios because it’s one thing to follow steps on a piece of paper, and another to be in a real-life situation.
And while it’s easy to blame the person acting out in a given situation, a workplace must also turn its attention inward to identify ways it’s contributing. Back to the workplace that deals with the public, is there a long wait that’s uncomfortable — an outdoor line up, for example — or is the length of the wait unclearly communicated? Is there a way to change processes to lessen people’s frustration and therefore minimize risk? Look for trends, Cork urges, and be open to doing things differently — which includes listening to employee feedback to inform meaningful change.
The National Survey on Harassment and Violence at Work in Canada found that 70% of respondents had been a victim of workplace violence or harassment in the past two years — a staggering figure, Cork notes — but if you asked HR or health and safety people at those organizations, the percentage of employees reporting incidents is nowhere near that number. Creating a culture where it feels safe to share starts with the belief that if someone puts themselves out there and takes the time to report, it will be taken seriously. Let employees know that they can expect an investigation at the very least, up to policy change, additional resources, or more support, if required.
“It's a huge opportunity to identify hazards and do some root cause analysis to determine what effective controls might be,” Cork advises. “Draw the line clearly that it’s nobody’s job to be the recipient of violence or harassment in the workplace.”
Lean on the experts
Importantly, employers don’t have to go through this alone. WSPS provides resources like training programs, best practices and tips, virtual e-learning opportunities, and templates for risk assessments. They also offer a personalized solution called Building Blocks where for a nominal fee a consultant like Cork will come and tailor a program to your specific workplace.
“This is not a policy that’s cookie cutter,” Cork notes. “Where you work, what work you do, that all changes the risk factors. We’re able to come in and customize something that fits the needs of your organization.”
Ultimately, creating a safe and respectful work environment requires a proactive approach to identifying risks, implementing comprehensive prevention programs, and fostering a culture of support and accountability. By understanding the key elements of workplace violence and harassment prevention, organizations can protect their employees and promote a healthier, more productive workplace — and that’s something Cork loves to see.
“When people have that ‘lightbulb moment,’ understand the concepts, and are charged up to make change, I feel like I’m making a difference. And that’s why I do this.”
Have questions? Need more information? Want a professional’s input? Reach out to WSPS today.
