Violence and Public Contact Workers

• NCJ Number: 137259
• Author(s): B Swanton
• Date Published: 1989
• Length: 5 pages
• Corporate Author: Australian Institute of Criminology
• Sale Source: Australian Institute of Criminology
• Publication Type: Survey
• Language: English
• Country: Australia
• Note: Violence Today, No. 5.

Annotation

Successful protective measures designed to protect public contact workers in Australia from client violence depend on an understanding of the nature of the problem and the remedial options available.

Abstract

Workplace violence can be divided into five broad motivational categories: random, instrumental, expressive, unmet needs, and criminal. Workplace violence can be expressed through physical assault with a weapon, hand, or foot; shouted abuse and threats; and property damage. Workers faced with violence can protect themselves through surveillance, target hardening, and environmental management, all three strategies for reducing the opportunities for crime commission. These measures should be implemented within a framework of a violence reduction program that strives to improve client service and therefore, reduce client aggression. Managers must realize, however, that some public contact workers hasten their own victimization through poor interpersonal skills and poor service. A good proportion of client aggression could be eliminated through proper training and sound practices. Public contact workers most likely to suffer aggression include flight attendants, teachers, hospital staff, and police. 1 figure and 8 references