Aggression and violence toolbox talk

What it is

Verbal abuse, threats or physical violence from members of the public, clients or others on site towards workers.

Controls to check, most effective first

1. Design work areas with physical barriers, controlled entry and clear exits so workers cannot be cornered by aggressive people.
2. Avoid working alone in public-facing or isolated locations; pair workers up or use regular check-ins with a supervisor.
3. Provide duress alarms or mobile phones and agree a clear process for calling police when someone becomes threatening.
4. Train workers to recognise warning signs, de-escalate conflict and withdraw to safety rather than confront an aggressive person.
5. Record every incident of abuse or violence, including verbal threats, and review controls and support for affected workers afterwards.

Where it comes up on the job

Work steps from SafetyDocs templates that deal with aggression and violence:

• Working in public areasManage public safety, aggressive people and dogs.From Surveyor
• Working remotely and/or aloneUnable to contact services in the event of an emergency; Aggression and/or violenceFrom Hoarder Cleaning Plan

Questions for the crew

1. Where could aggression and violence come up on this job today?
2. The most effective control is: “Design work areas with physical barriers, controlled entry and clear exits so workers cannot be cornered by aggressive people”. Can we do that here? If not, why not?
3. Which controls for aggression and violence are missing or not working on this site?
4. When would you stop work because of aggression and violence, and who would you tell?
5. How do we report a hazard, a near miss or an incident on this job?