9.3 Develop 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 in Preventing Violence, Robbery and Theft booklet
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