Violence and aggression at work

A retail worker refused to sell alcohol to a customer who could not provide proof of age. The customer then climbed over the till to grab the alcohol displayed on the shelf behind the worker, knocking the worker to the ground.

How the employer avoided similar incidents

The employer put in the following measures to manage violence and aggression:

• stored alcohol in locked cabinets out of customers’ reach and not directly behind workers
• displayed clear posters and signage by the till about age-restricted sales and CCTV being in operation
• designed the shop to provide good visibility, for example by moving the till to the entrance so workers have a clear view of the whole shop and the street outside
• used mirrors and CCTV to remove blind spots
• installed high and wide till counters with protective screens
• provided good lighting inside and outside the shop
• installed panic alarms and provided body worn cameras to shop floor workers
• worked with other organisations to develop a public campaign highlighting violence and aggression, and asking customers to treat workers with respect
• increased staffing levels during peak times and on late night shifts, including security personnel
• provided de-escalation training to workers

Find out more:

• British Retail Consortium – violence and crime page
• British Retail Consortium: de-escalation of aggression and abuse to retail staff

A pupil with autism became distressed by a triggering situation known to school managers. They started to hit their teaching assistant, who was a supply agency worker. The pupil punched the teaching assistant’s jaw, causing them to lose consciousness and fall.

The pupil had an Education Health and Care Plan (EHCP) and an individual risk assessment that identified their triggers for aggressive behaviour. However, these were not shared with agency workers and the assessment only focused on ensuring the pupil was safe and did not consider the safety of workers.

How the employer avoided similar incidents

Following the incident, the school put measures in place to ensure all teaching staff were aware of individual care plans, any triggers that might make pupils become aggressive, and how to prevent this occurring. This included staff who were new or temporary.

Additional measures were also identified:

• improved allocation of teaching assistants to individual pupils
• better training in how to de-escalate a situation or use appropriate physical intervention techniques

Find out more:

• Schools and education: health and safety in schools, further and higher education
• Reducing the need for restraint and restrictive intervention - GOV.UK
• Behaviour in schools
• Mental health and behaviour in schools - GOV.UK
• Further guidance and resources for supporting behaviour in schools
• The Restraint Reduction Network Training Standards

A care worker visited a child’s home to carry out a safety plan assessment when the parent struck them over the head with a metal object.

The worker received serious head wounds and was later diagnosed with post-traumatic stress disorder.

The parent was known to have a history of violence, but the care worker had not been informed prior to the visit.

How the incident could have been prevented

To avoid this violent incident, the employer could have:

• recorded and shared concerns about the service user and their family with other workers, for example highlighting this clearly on the case notes or plans
• carried out the visit in a controlled environment, such as the local care workers' office where panic alarms and CCTV are installed
• where home visits are necessary, considered whether two or more workers should visit together and if the police should also attend
• put arrangements in place to periodically check on their workers, ensuring they have their location and expected time on-site
• provided workers with mobile phones or personal alarms

Find out more:

• Lone working guidance
• Health and social care – workplace violence: What you need to do
• Violent and aggressive behaviours in people with mental health problems

A truck-mounted crane driver refused to unload their container in an unsafe area. 

The customer became aggressive towards the driver, making threats and trying to grab the crane controls from them.  

How the employer avoided similar incidents

Following the incident, put the following measures in place:

• an assessment is now completed at the booking process to understand the customer’s site and discuss safe delivery
• making sure the customer is told that the delivery will not be made if the driver feels the site is not safe
• putting signs on the vehicles to explain that drivers will not tolerate any violence or aggression on site
• instructing workers to leave site if they feel unsafe in any way
• asking drivers to report any incidents – following up with a discussion about what happened and how to prevent it occurring again
• providing trackers on vehicles
• phoning drivers to check in on them and confirm their predicted time on site

Find out more: 

• Workplace transport guidance
• Driving and riding safely for work: make sure drivers and riders are safe

A patient became verbally aggressive towards a receptionist in an accident and emergency department due to the long waiting times.

The patient then punched the receptionist by leaning over their desk, causing a broken nose.

How the incident could have been prevented 

To avoid this violent incident, the employer could have:

• set up TV screens with live waiting times and key information to keep patients informed
• displayed clear signage from arrival and throughout hospital to direct patients
• created an open plan layout for good visibility of workers and patients
• placed reception workers out of reach of patients, for example by using tall and wide desks
• had trained security personnel and CCTV at the entrance
• played soothing music in the waiting room
• trained workers on how to de-escalate situations

Find out more:

• Health Services - workplace violence
• NHS England - violence prevention and reduction standard
• Violence and aggression: short-term management in mental health, health and community settings
• The Restraint Reduction Network Training Standards

A waste collector narrowly missed being hit by a driver who mounted the pavement to overtake the refuse vehicle. The driver then threatened the worker as they drove past.

How the employer avoided similar incidents

The employer put in the following measures to manage violence and aggression:

• checking routes are planned to avoid certain areas at busy times, for example schools at drop off time
• installing 360-degree cameras on refuse vehicles
• working closely with the police to prosecute reckless drivers
• raising awareness and engaging with the public using national media campaigns
• training workers on how to de-escalate a situation
• providing paper forms and a phone app for reporting incidents, which are then reviewed to check if adequate controls are in place
• training managers to support workers who have faced violent and aggressive incidents

Find out more:

Waste management and recycling