MANAGING AGGRESSION in our WORKPLACE
In a safe workplace, all employees know how to recognize and respond to aggression and escalating violence.
By Marilyn Hollier, C.P.P., C.H.P.A., director, Security & Entrance Services, and associate director, Public Safety & Security.
 As Health System employees, we interact with a lot of people every day— patients, their families and visitors, and co-workers, vendors and volunteers. One of our strengths is the quality of care we provide. And one way we do this is by making sure our workplace is as safe as possible.
A safe workplace is one that embraces respect and considerate behavior, and where all employees know how to recognize and respond to aggression and escalating violence, be it physical or verbal. To that end, Security Services and Human Resources provide a variety of resources to help employees who feel unsafe or threatened in the workplace, even if the threatening person is someone from your personal life.
Workplace aggression is more than physical violence. It includes yelling, bullying, threatening behaviors, intimidation, stalking and more. Early detection and intervention are crucial. Individuals who bully or intimidate are empowered through silence. The longer the silence, the worse the situation. If you find yourself in a threatening situation, or if you know of a co-worker in a threatening situation, call Security Services and get us involved early.
What Security/HR Can Do
Once contacted, we will conduct an initial investigation to determine the appropriate course of action, which may include assistance in obtaining a personal protection order, providing escort services to/from your vehicle, staff education, well-being checks, 9-1-1 services and more.
If the situation involves a patient, we will get Risk Management involved as well, and actions may include access restrictions or termination of care, depending on the severity of the situation.
SITUATIONS IN WHICH SECURITY/HR CAN HELP
- Domestic issues that affect employees or patients. For example, a staff member who’s left an abusive domestic situation gets the following call from the threatening partner/relative: “I know where you park,” or, a patient receives threats from a friend/relative/partner while in our care.
- Aggression between co-workers, including bullying and other intimidating behaviors.
- Aggression between a patient and an employee, including physical attack and verbal violence.
WHAT EMPLOYEES CAN DO
- Report co-workers who bully or show aggressive behavior to a supervisor, your HR consultant or Security Services.
- If you need Security urgently and discreetly, call 734-936-7890 or 9-1-1 and say “I need a Yellow Card” at a specific location. Learn more about emergency procedures .
- Familiarize yourself with our institution’s Critical Incident Plan.
- Supervisors should learn how to detect and handle aggression, and de-escalate potentially violent situations by taking Foundations for Successful Leadership.
IMPORTANT RESOURCES
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