FOR EMPLOYEES

Proactive measures

• Keep an eye on your coworkers if they are with a client. Have two front line workers on every shift if you can — as clients might be less violent when other people are around.
• Have your phone on your desk and close at hand, just in case you need to call 911.
• Position your desk so you are not trapped in the room, and neither are clients.
• Don’t leave sharp objects (scissors, staplers, etc.) in plain view that clients could use as a weapon.
• Use security measures like panic buttons, code words, camera systems or security guards if needed.
• Don’t be a martyr. If you feel unsafe, say so.

Talking to clients

• Be empathetic and compassionate.
• Listen to them — in many cases, clients just want to feel heard. Most often, this de-escalates situations.
• Set a tone and boundaries for clients from the beginning. Explain the services you offer and what they can expect from you.
• Leave your ego out of it: if a client displays anger or violence, it’s not personal.
• Keep calm. Don’t match the client’s tone or actions.

Body language

• Watch a client’s body language, tone and behaviour when they are in the lobby or waiting area, or when you first greet them. This can indicate a lot about their mental state.
• Keep your body relaxed, as opposed to tensing up.
• If a client is angry, keep a critical distance from him or her if necessary.
• Make sure your weight is evenly distributed.
• Don’t stand over or hover over clients.

Troubleshooting

• Don’t be afraid to get a supervisor involved — it’s not a reflection on your ability to do your job.
• Find a different way to treat a client if needed. If they exhibit dangerous behaviours, get creative about how you serve them — offer help in a public place, over the phone, via email, etc.
• If you can’t meet their needs, provide clients with some resources that may be able to help. Give them options.

FOR EMPLOYERS

• Management must lead the way to prevent workplace violence, and implement policies that guide employees and help them feel supported.
• Provide the tools and training staff need to be safe.
• Have empathy for the clients’ situations and try to understand what they are going through. Make sure that workplace safety policies reflect client needs as well as the needs of staff.
• Trust your staff and their instincts. Offer them support when they need it, but recognize they are on the ground level dealing with clients every day and they know what’s best.
• Make safety planning a process, an open-ended dialogue that has the potential to grow and change with each situation.
• Have flexibility in safety policies. Sometimes, staff need to be able to use some discretion when dealing with clients. If policies are too rigid, the needs of the client and the safety of your staff might be at risk.
• Debrief together if a violent incident occurs.

Sondi Bruner is a Vancouver-based freelance journalist and holistic nutrition student. Find out more about her writing services at www.sondibruner.com, and explore vegetarian, gluten-free and dairy-free recipes on her food blog, The Copycat Cook.