Pulse - June 2024 - 10

management, staff, clients, and vendors, according to law
enforcement experts. There should also be a zero-tolerance
policy against the possession of weapons in the workplace
and on its grounds.
In addition, front office personnel should be trained to recognize
and report common preattack behaviors and actions,
such as verbal threats, multiple office visits by an aggrieved
client, confrontations with staff over treatment or billing, and
office vandalism. All threats or actions should be reported to
the police immediately.
Staff should also be trained and drilled on what to do
should a violent incident occur:
A FEW WORDS ABOUT BULLYING
While we may not think of it as such, office bullying is
another form of workplace violence and should never be
tolerated. Every office should have a zero-tolerance policy
against harassment and bullying, no matter the form, and
make bullying grounds for dismissal.
The Health and Safety Institute defines bullying as " a
pattern of abusive conduct meant to belittle, humiliate, or
intimidate a targeted individual or individuals. It can show
up as a general air of uncivility and disrespect, or more verbal
abuse, like insults and threats. "
Bullying behaviors within the workplace include social
inclusion and cliques,
intentionally ignoring certain coworkers,
taking credit for the work of others, and a general
discourtesy. Specific actions include lodging false complaints
against coworkers, sabotaging an associate's work, and favoritism
by supervisors/management.
If unchecked, bullying and harassment can take a significant
toll on a business. Skilled employees may leave rather
than tolerate the abuse, while others may bring an expensive
lawsuit against the practice. If clients witness the bullying or
harassment, it could damage your practice's public reputation.
The Health and Safety Institute outlines five steps to halt
workplace bullying:
Create and enforce clear policies regarding how employees
are to behave toward managers and coworkers, and the penalties
for bullying or harassment. Those who engage in bullying
and refuse to stop should be terminated. Policies and actions
must be enforced consistently
Help employees understand their unconscious biases and
how those biases can adversely affect their work and the business
as a whole. Unconscious biases may include skin color,
language differences, gender, age, and even height.
Discuss the value and importance of diversity and inclusion
in the workplace. Schedule training courses on diversity
if necessary.
Encourage and participate in an atmosphere of civility.
When you, the boss, exhibit kindness and consideration, others
will follow your example.
Make sure that managers and employees are aware of the
behavioral cues of bullying, and that a manager or the human
resources director intervenes immediately when bullying is
observed or reported. -DV
10
* If a client becomes upset or angry, talk to them calmly and
reassure them that you are listening to their concerns. A
calm, understanding response will often pull a distraught
person back from a potentially violent outburst.
* If the assailant has a weapon, such as a knife, immediately
place physical barriers between you, such as chairs and
tables, to impede an assault. If necessary, throw available
objects at the assailant to slow them and flee when able.
* The worst-case scenario is an assailant with a gun. Staff
should immediately flee to a designated safe room; if
unable, they should try to hide or take cover behind heavy
furniture. The safe room should have a heavy, bullet-proof
door that can be locked from the inside. Call 911 from the
safe room and do not come out until instructed by police.
* If escape from an assailant with a gun is impossible, do
everything you can go fight back and protect yourself.
Throw everything available at the assailant, scream, and
keep moving so you do not become a stationary target. If
there are multiple people in the office, disperse so that you
are not bunched together, which makes it easier for the
assailant to shoot multiple people.
" Realizing that the incident may end prior to the arrival
of law enforcement demonstrates the need for workers to
take responsibility for their own lives, in part, by developing
a survival mindset, which involves being ready (both mentally
and physically) for the worse-case scenario, " state FBI experts
in the report Workplace Violence Prevention: Readiness and
Response. " While no foolproof strategy exists for surviving
an active shooting incident, this type of mindset has the three
components of awareness, preparation, and rehearsal that can
provide a foundation for survival. "
No veterinary practice anticipates an incident of workplace
violence, and most practices never experience one. But it is
extremely important that every practice have an action plan
in place, and that every employee understands what to do in
such an emergency.
Bottomline: Planning saves lives. P
References available upon request.
JUNE 2024
PULSE
Pulse - June 2024

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