Aggression and Violence at Work: What Employers Need to Know

Aggression and violence are workplace hazards

When people think about workplace safety, they often picture machinery, heights or hazardous substances. But one of the fastest growing workplace risks is aggression and violence.

According to WorkSafe Victoria, aggression or violence includes any situation where a worker is abused, threatened or assaulted in circumstances related to their work. This can involve verbal abuse, intimidation, threats, physical assault, online abuse or other behaviours that create a risk to a person’s physical or psychological health.

It can happen in any workplace

While healthcare, retail, community services and customer-facing roles are often considered high risk, aggression and violence can occur in any industry.

Risk factors may include:

• Working directly with customers, clients or members of the public
• Handling cash, valuables or medications
• Working alone or at night
• Delivering services in the community
• Dealing with distressed, frustrated or unpredictable individuals
• Poor workplace support systems or communication processes

The important thing to remember is that aggression and violence should never be accepted as “part of the job”.

The impact goes beyond physical injuries

Workplace aggression can leave more than visible injuries.

Workers exposed to violence may experience:

• Stress and anxiety
• Reduced confidence at work
• Psychological injury
• Trauma-related symptoms
• Physical injuries ranging from minor harm to serious assault

Even a single incident can have a lasting impact on a worker’s wellbeing. Repeated exposure can significantly increase the risk of psychological harm.

What employers are required to do

Victorian employers have a duty to provide and maintain a workplace that is safe and without risks to health, including psychological health. This means actively identifying and managing the risk of aggression and violence.

WorkSafe recommends a four-step approach:

1. Identify hazards

Look for situations where aggression or violence could occur. Review incident reports, speak with workers and assess workplace activities that may expose people to risk.

2. Assess risks

Consider how likely an incident is to occur and how serious the consequences could be.

3. Control risks

Possible control measures include:

• Clear workplace procedures
• Staff training and de-escalation techniques
• Security systems and duress alarms
• Adequate staffing levels
• Improved workplace design
• Better communication and reporting systems

4. Review controls

Regularly review incidents, worker feedback and workplace changes to ensure controls remain effective.

Reporting matters

One of the biggest challenges is underreporting.

Workers often stay silent because they believe nothing will change, they fear negative consequences or they see aggression as a normal part of their role. WorkSafe warns that this mindset can allow hazards to continue unchecked.

Employers should encourage reporting, investigate concerns promptly and provide support to affected workers. Every report is an opportunity to improve workplace safety.

Creating a safer workplace culture

Policies and procedures are important, but workplace culture plays a huge role.

Leaders should make it clear that abusive, threatening or violent behaviour will not be tolerated. Workers should feel comfortable raising concerns and confident that reports will be taken seriously.

A workplace where people feel safe to speak up is far more likely to prevent incidents before they escalate.

TL;DR

• Aggression and violence include abuse, threats and assaults connected to work.
• These behaviours can cause both physical and psychological harm.
• Employers must identify, assess and control the risks associated with workplace aggression and violence.
• Reporting systems, worker support and strong workplace culture are critical to prevention.
• Violence and aggression should never be accepted as simply part of the job.