Peer Support in Action

Violence in the workplace

(Source: Diana Lamplugh (2000) Violence in the workplace, Counselling in Practice, 3, 3, p. 4-5.)

Diana Lamplugh OBE is Director of the Suzy Lamplugh Trust, The National Charity for Personal Safety. 14 East Sheen Avenue, London SW14 8AS. In the December 1999 issue of Counselling in Practice, she wrote about the growing problem of violence in the workplace and offered guidelines to counselling practitioners on how to manage aggression when it is encountered in the workplace. We are grateful to the Editor of Counselling in Practice for giving us permission to report her framework here in Peer Support Networker since it may be helpful to adapt it for use in peer support training sessions whatever the context in which you work.

Her starting point is that employers are legally responsible for the health, safety and welfare at work of their employees and the health and safety of those affected by them. In other words, employers have a mandatory duty to undertake risk assessments of possible threats to personal safety and to deploy appropriate training procedures and practice. At the same time, she notes that many professionals will not have been specifically trained to deal with verbal abuse, bullying, sexual or racial harassment, deliberate silence as well as assault, attack and rape. She argues too that employees are just as likely to risk attack by an angry or aggressive person in a reception area as in a consulting room. So she proposes a 7-point framework that professionals may find useful when facing a situation that is potentially or actually violent. Trainers may also think about ways in which the framework might be adapted for use with young people who are engaged in peer support. Diana Lamplugh’s mnemonic for remembering key ideas in preparing for such a contingency is: PLAN.

• Plan ahead for safety
• Look confident
• Avoid inadvertently provoking aggression
• Never assume that it will not happen to you.

1. Avoid inadvertently provoking aggression

There is much that you can do to help prevent aggressive situations developing. When meeting a new person:

• introduce yourself by name
• explain clearly what will be happening in the session
• Avoid using jargon; speak in ways that the person can understand
• Answer all questions politely
• Listen and show that you are listening
• Do not use provocative language
• Explain, where appropriate, that you are governed by rules outside your control
• Use 'we' language, e.g. 'One way we can tackle this problem is...'

2. Use relaxed, non-threatening body language

• Use eye contact to show that you are paying attention, but never stare
• Use seats of equal height
• Avoid standing over a seated person - this can feel threatening
• Whether seated or standing, adopt a relaxed, open posture
• Never touch an angry person in the hope of calming them down
• It is vital never to allow yourself to get into a trapped position; you need to know your escape route if necessary.

3. Never assume that 'it will not happen to you'

If/when you are frightened by a person, ask yourself:

• Is this person's anger/hostility directed at me, the organisation or themselves?
• Is this a form of distress?
• Am I in danger? If you think you are, leave and get help immediately
• Am I the best person to deal with this threat? Perhaps someone else could handle it more effectively.

4. Never underestimate a threat

Do not underestimate a threat but, on the other hand, do not respond aggressively. This will increase the chance of confrontation. Instead:

• Stay calm, speak gently, slowly and clearly
• Do not be enticed into an argument
• Do not hide behind your authority, status or jargon
• Tell the person who you are, ask their name and discuss what you want him or her to do
• Try to defuse the situation by talking things through - while remembering that your first duty is to yourself
• Avoid an aggressive stance
• Keep your distance and try and avoid looking down on your aggressor
• Never put a hand on someone who is angry.

5. A person on the brink of physical aggression has three choices: to attack, retreat or compromise. You need to guide them towards the second and third

Encourage the person to move, to walk or to go and see a colleague. Offer a compromise such as talking through the problem - or divert their aggression into actions like banging the table.

6. If violence is imminent

If violence is imminent avoid dangerous locations, such as tops of staircases, restricted spaces, or places where there is equipment that could be used as a weapon. Keep your eyes on possible escape routes. Keep yourself between the aggressor and the door, and, if possible, behind a barrier, such as a desk.

7. Never turn your back

Never turn your back, be prepared to move very quickly if necessary and never remain alone with an actively violent person. To leave, move backwards gradually. If you manage to calm the situation, re-establish contact cautiously, accompanied by your manager or someone you work with.

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Last Update: August 2, 2004