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>Table of Contents

Section I	Introduction

	What is Workplace Violence? Why is Workplace Violence an Important Issue? What Factors Increase the Risk of Workplace Violence? What should a Workplace Violence Prevention Policy Say?
Section II	Developing a Workplace Violence Prevention Program
	Conducting a Workplace Violence Risk Assessment Developing Preventive Measures Reporting and Investigating Workplace Violence Establishing an Emergency Response Plan Providing Victim Support Conducting Incident Follow-up Providing Workplace Violence Training and Education Conducting Program Review Using Community Resources
Section III	Preventing Workplace Violence
	Warning Signs Physical Signs of a Potentially Violent Person Warning Signs of a Troubled Employee Warning Signs of a Potentially Violent Person Common Characteristics of Violent Incidents Between Employees Personal Safety Emergency Preparedness Trusting your Instincts Dealing with Strangers Elevator Safety Workplace Design Building Security Visitors Waiting Areas Natural Surveillance Electronic Devices and Surveillance Workplace Layout Parking Lot Design Work Situations and Interactions Robbery Prevention Handling Cash Banking Money Working Alone Working Off-Site Working Late Working with Young People Working with Patients Managing Workplace Change Resolving Problem Behaviour Preparing for a Potentially Violent Meeting Managing Workplace Terminations Threats Against Employees Internet Harassment Stalking Situations Work-Related Travel Walking Safety Driving Safety Parking Lot Safety Public Transit Safety Travel Safety Hotel Safety
Section IV	Responding to Workplace Violence
	Dealing with a Potentially Violent Person Tips for Verbal Communication Tips for Non-verbal Communication and Behaviour Tips for Problem Solving Terminating a Negative Interaction Responding to Harassment Responding to an Abusive Telephone Call Responding to Internet Harassment Making an Emergency Services Call Responding to a Physical Attack Responding to a Hostage Situation Responding to a Robbery Responding to a Bomb Threat Lock-Down Procedures Emergency Evacuation Procedures
Section V	Conclusions
	Is your Organization Prepared? Common Mistakes Made in Dealing with Violence Issues
Section VI	Occupational Health and Safety Legislation
	Canada United States Where to Go for Regulatory Advice and Information
Section VII	Key Sources used to Prepare this Publication
Section VIII	Appendices
	Sample Risk Assessment Questionnaire Sample Inspection Form Sample Reporting Form