Personal Safety
Legal Duty on Employers
Health and Safety at Work etc Act 1974
Section 2(1)
Duty on Employers to ensure so far as is reasonably
practicable, the health, safety and welfare of all
employees.
Definition of violence
Physical force exerted for the purpose of violating,
damaging or abusing another person.
Definition of Aggression
Offensive or hostile attitude, threats, gestures
or intimidation.
Which in your opinion is worse ?
Which would you be most likely to
report ?
What makes us / our customers angry ?
Poor service
Red tape
Silly rules
Behaviour of others
Perceived incompetence
Perceived injustice
Unreasonable rules
Timeframes
Non verbal signs of aggression
Tense , agitated, restless body movements.
Eye movement increases, intense eye contact.
Change of complexion, grinding jaw.
Arms folded, rapid movement or sudden position
change.
Clenched fist, tapping fingers on desk etc.
Foot tapping, moving around.
Standing on tip toes, expanded chest.
Verbal Signs of aggression
Pitch and volume changes.
Raised voice or muttering.
Change in pace of speech delivery.
Abrupt replies.
Patronising speech.
Sudden or unnatural quiet.
Name calling, swearing or provocative tones.
Personal Safety Scenarios
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Conducting a home visit during working hours
Conducting a home visit on your way in to
work
Conducting a home visit on your way home
1:1 meeting with a customer in an interview
room
Transporting a service user in your own car
Facilitating an event in the community
Reducing the Risks
Avoid confrontation.
Ensure there are adequate ‘buddy system’ arrangements.
Review security and safety arrangements at work eg. for
1:1meetings etc.
Plan journeys and stick to appointment times – let people know if
you are delayed.
Carry your work / personal phone at all times and consider whether
you should carry a personal ‘panic alarm’.
Make sure there are risk assessments at work for lone working,
home visits etc.
Don’t enter a house if the person you are expecting to see is not
there.
Diffusing situations
Maintain self control.
Signal non aggression – eg. relaxed posture.
Request the behaviour to stop – eg. please don’t swear.
Acknowledge that you have received the message eg. I can see that
Express concern.
Remind the aggressor what they stand to lose or gain – eg.
appointment with someone else / police involvement etc.
Divert the attention or energy – eg. to their companion etc.
Distraction – eg. colleague with an urgent call for you.
Follow established procedures in your workplace.
Leave.
Reference
RMBC Personal safety guidance
Model personal safety risk assessments