The ICM believes that employers, the general public and employees have a part to play in preventing work-related violence. Violence against workers dealing with the public is unacceptable.

Work-related violence has become at the forefront of government and media interests over the last decade, with high profile cases always highlighting the extent of the problem and its effects on the victim, and seemingly occurring in the context of the wider ills of society.

Employers – have a duty under legislation to ensure the safety and health of their workers, and where the potential for work-related violence incidents are identified through risk assessment, adequate guidance and training should be given to members of staff that are at risk.

Employees – have a duty of care for themselves and must ensure that their behaviour does not increase the risk of violence against them, or their colleagues. 

Members of the Public – have a duty to monitor their own behaviour, even when faced with poor customer service or a service outcome that does not meet their perceived needs. Verbal abuse, threatening or violent behaviour is legally and socially unacceptable.

Further information:

• Definitions of Violence
• Who is at Risk?

“Physical attacks are obviously dangerous, but serious or persistent verbal abuse can be a significant problem too, as it can cause damage to employees’ health through anxiety and stress. For their employers this can represent a real financial cost – through low staff morale and high staff turnover. This in turn can affect the confidence of a business and its profitability" (Health & Safety Executive).