Violence and aggressionViolence and aggression

Violence and aggression

Things that increase the likelihood of violent or aggressive behaviour include:

\- providing care or services to people who are distressed, confused, afraid, ill, affected by drugs or alcohol or receiving unwelcome or involuntary treatment
\- enforcement activities (e.g. the activities of police, prison officers or parking inspectors)
\- working in high crime areas
\- handling valuable or restricted items (e.g. cash or medicines)
\- poor visibility in the workplace (e.g. poor lighting or barriers)
\- restricted movement in the workplace (e.g. limited exit points)
\- working alone, in isolation or in a remote area with the inability to call for assistance
\- working offsite or in the community
\- working in unpredictable environments (e.g. where other people may pose a risk to workers’ safety such as at a client’s home)
\- interacting with customers, either face-to-face, on the phone or online, or
\- service methods or policies that cause or escalate frustration, anger, misunderstanding or conflict (e.g. low staffing levels, customer service policies, setting unreasonable expectations of the services an organisation or workers can provide).