Violence Prevention

Workplace violence is a risk when working with the public and such incidents have become more frequent in the tourism and hospitality industry in recent years. Employers have specific responsibilities to provide a safe work environment and combat this growing trend.

Workplace violence, as defined by WorkSafeBC, includes actual physical harm and/or threatening statements or behaviours, by an individual other than a worker, towards a worker in their place of work.

OHS Regulation 4.27-31 explains the requirements around preventing and responding to violence in the workplace. The starting point is to conduct a risk assessment to assess if there is a risk of violence toward workers.

(Don’t miss the downloadable checklists at the bottom of the page!)

Employer Responsibilities that address the risk and empower staff:

Complete Prevention Tasks:
- Conduct Violence Risk Assessment and Implement Corrective Actions
- Determine Appropriate Staffing Levels; Hire and Schedule Accordingly
- Develop Orientation and Refresher Training Modules
- Contact and Foster Supportive Relationships with Local Law Enforcement, if deemed necessary
- Contract Security Companies for High Risk Operating Times (i.e. High Volume, Events, etc.) if deemed necessary

Train Workers in:
- Proactive Guest Communication Regarding Expectations and Consequences
- Building Rapport and Early Mitigation of Unwanted Behavior
- Incident Management Techniques (including: when to ask for assistance, de-escalation techniques, and worker safety considerations)
- Reporting and Investigation Procedures (internal and external)
- Practice Scenarios

Promptly and Effectively Respond to Incidents by:
- Using De-escalation Techniques
- Continuously Identifying Potential Hazards
- Requesting Support from Others (Manager/Supervisor, Other Workers, Security, Police, etc.)
- Reporting Situations to Managers
- Writing Down What Happened/Complete Incident Reports
- Enforcing Applicable Consequences
- Debriefing Incident, Seek Mental Health Support and Identify/Implement Corrective Actions

Industry sector examples are listed below including proactive control measures and incident response considerations:

Restaurants

Example Situation

A group of guests are angry due to longer than usual wait times for a table; they are becoming disrespectful to the restaurant host.

Proactive Prevention Tasks

Implement an effective waitlist procedure
Train workers on assessing accurate wait times
Communicate with guests as early as possible if/when wait times change
Train workers in challenging guest interactions
Post signage supporting respectful behavior towards staff

De-Escalation Techniques

Actively listen to guest frustrations and be empathetic
Offer alternatives such as sitting at the bar for a drink, if available
Set boundaries for unwanted behavior
Know when to escalate the situation and ask for managerial assistance

Effective Incident Response

If the guest’s behavior continues to escalate:

Ensure personal and other guest safety
Report situation to manager (early)
Enforce applicable consequences such as asking the group to leave as their behavior will not be tolerated
Complete incident report
Debrief situation with workers involved
Identify and implement corrective actions

Pubs, Bars and Nightclubs

Example SITUATION

An intoxicated group of individuals has been presenting unwanted behaviour; they are becoming physically irate towards the server because they won’t serve them more alcohol.

Proactive Prevention Tasks

Practice scenarios so staff know how to avoid overserving
Provide tasty, non or low alcoholic drinks as alternatives
Make sure water is served to the table throughout the night
Suggest different food options to the table throughout the night
Train workers in challenging guest interactions
Post signage supporting respectful behaviour towards staff

De-Escalation Techniques

Be assertive and show confidence while using respectful language
Set boundaries for unwanted behaviour
Explain options and consequences while allowing time for decision making
Know when to escalate the situation and ask for managerial assistance

Effective Incident Response

If the guest’s behaviour continues to escalate:

Ensure personal and other guest safety
Report situation to manager (early)
Enforce applicable consequences such as security or police removing them from the establishment
Complete incident report
Debrief situation with workers involved
Identify and implement corrective actions

Ski Hills

Example situation

Ski patrol discover a small group of individuals drinking and smoking in the trees and when they are approached 2 members of the group show aggression towards the patrollers.

Proactive Prevention Tasks

Post signage regarding unwanted behaviour at the entrance to the area (i.e. in the lift line)
Place lighting in known “smoke spots” (for night-skiing operations)
Cultivate positive relationships between patrollers and different user groups
Have a large ski patrol presence throughout the mountain
Develop infraction criteria and consequences that can be communicated to guests. Patrol can rely on this during enforcement
Train workers in challenging guest interactions
Post signage supporting respectful behaviour towards staff

De-Escalation Techniques

Use respectful language
Be empathetic and non-judgmental
Keep your tone and body language neutral
Ask them to step into the sight of others when interacting with them on the slopes (to avoid being hidden while in a confrontation; ensuring personal safety)
Be assertive and show confidence while setting boundaries
Explain reasons for the rules and present options of next steps
Let dispatch know where you are and what you are responding to, and ask for assistance if/when needed

Effective Incident Response

If the guest’s behaviour continues to escalate:

Ensure personal and other guest safety
Get names or passes from the individuals as early as possible
Relocate the interaction to a controlled environment such as the patrol hut or the bottom of the slope
Report the situation to a manager if you haven’t already done so
Enforce applicable consequences such as asking the group to leave for the day or a 3-day hill suspension, etc. (depending on the seriousness of infraction)
Complete incident report
Debrief the situation with workers involved
Identify and implement corrective actions

Hotels & Other Short-term Accommodation

Example Situation

A late-night check-in cannot be found in the reservation system and guests get visibly frustrated with the Overnight Front Desk Clerk because the hotel has no vacancy.

Proactive Prevention Tasks

Implement an effective online reservation system
Keep one room as spare for a situation like this
Cultivate positive relationships with other hotels in the area that you can call in this situation
Train workers in challenging guest interactions
Develop work alone safety procedures to ensure lone worker safety (see Work Alone Resources below for more information)
Post signage supporting respectful behaviour towards staff

De-Escalation Techniques

Actively listen to guest frustrations and be empathetic
Offer alternatives such as staying in the spare room or another hotel (call and ask about vacancy for them)
Set boundaries for unwanted behaviour
Focus on solutions and don’t dwell on the problem or try to assign blame
Put a note on their file so other workers are aware of the situation
Know when to escalate the situation and ask for managerial assistance

Effective Incident Response

If the guest’s behaviour continues to escalate:

Ensure personal and other guest safety
Report situation to the manager
Enforce applicable consequences such as asking them to leave or not providing a stay
Complete incident report
Debrief the situation with workers involved
Identify and implement corrective actions

Resources and Templates:

Related Training Opportunities:

For more information:

For more information on this topic and others, contact the go2HR Industry Health and Safety Team.