Page 4 of 9 Incident reporting. Analysis of the results of either and/or both should identify whether there is a potential problem. 6.4 Employee consultation Many managers may not perceive that they have work-related violence issues, or think that work-related violence is rare, but employees’ views may differ. The easiest way to find out is to ask them. This can be done informally via managers or can be done formally by means of a short questionnaire. Feedback provided and any survey results should be acknowledged. It must be remembered that a perceived threat of violence will have to be managed as well as an actual threat. 6.5 Incident reporting All work-related violence incidents should be reported to line managers. 6.6 Control measures - considerations The emphasis must be firmly on preventative measures, and these will take three main forms: job design; the workplace environment; and training. Job design - whilst operational needs and constraints will have a significant impact on job design, consideration should be given to whether there are procedural changes that can be introduced that would reduce the risk of work-related violence. Examples include: Eliminating lone workers by doubling up. Increasing staff levels at high-risk times. Eliminating or minimising the handling of cash, or other “attractive” items. Allocating known difficult customers to more experienced staff. Changing the way customers make enquiries or gain information. Systems for monitoring/communicating with personnel when away from the workplace (booking in and out systems, regular checks, telephone procedures, etc.). The workplace environment - this relates to the physical aspects of the workplace. Examples include: Controlled access. Removing potential weapons from the workplace, including innocuous items such as plant pots. Improving lighting in appropriate areas. Making waiting areas amenable e.g. by having comfortable chairs, magazines to read, etc. Providing panic buttons/alarms. Use of closed circuit television (CCTV). Training – training should ensure staff awareness of: Personal safety procedures and work-related violence reporting systems. Additionally, all relevant personnel must be made aware of risk assessment findings. Relevant staff must also be trained in reducing the risk of a violent incident, coping with a violent incident, and to be aware of the likely aftermath of a violent incident in terms of their own reactions and those of others.