3.2 Describe policies and procedures for handling disturbances and potentially violent situations.

PURPOSE

SUGGESTED TIME

LEARNING OBJECTIVES

• summarize workplace violence prevention policies and procedures according to the OH&S regulations
• name risk factors that cause or contribute to disturbances and potentially violent situations in the workplace
• strategize and name potential security hazards and how to protect themselves

INSTRUCTIONAL STRATEGIES

• in-class discussion
• role play
• group presentation

INSTRUCTIONAL TOOLS AND RESOURCES

• Take Care: How to develop and implement a workplace violence prevention program booklet   
• Preventing Violence, Robbery and Theft booklet   

INSTRUCTIONAL PLAN

1. Refer to the Take Care: How to develop and implement a workplace violence prevention program guide and explain the Regulation section on violence in the workplace, how to conduct a risk assessment, and the basic elements of a violence prevention program
2. Record on flip chart paper the following topics:
   
   
   • Traveling to and from work
   • Shoplifting
   • Working alone
   • Dealing with irate customers
   • Preventing robberies
   • In the case of a robbery
   • Making deposits
     
     
3. Introduce topic by asking students the following questions:
   
   
   • What exposure to workplace violence have you experienced?
   • Do you know of any violence that has happened to others in hospitality jobs?
   • What violence-related concerns do you have for hospitality jobs?
     
     
4. Record their responses by the appropriate topic listed above(#2)
5. Instruct students to pre-read pages 13-18 in the Preventing Violence, Robbery and Theft booklet
6. Assign a scenario to each group:
   
   
   1. Shoplifting (theft)
   2. Robbery
   3. Difficult or irate customers
   4. Abusive customers
   5. Unwelcome members of the public
   6. Suspicious persons
      
      
7. Instruct the group to act out a scenario related to their topic
8. Instruct the group to complete the violent incident report pg. 27
9. Following the role play, ask the group to appoint a designated person to report the violent incident report findings
10. Discuss policies and procedures for handling disturbances and potentially violent work situations