• Practical control measures to reduce and manage work-related stress based on the HSE
management standards (including counselling and return to work policies)
• The HSE stress management standards and their role in assessing and managing work
related stress (demand, control, support, relationships, role, change)
• Legal requirements for employers to manage work-related stress as part of criminal and
civil law with reference to relevant statutory provisions and case law examples, Sutherland
v Hatton and others [2002]; Walker v Northumberland County Council [1995]; Barber v
Somerset County Council [2004]; Intel Corporation (UK) Limited v Daw [2007].
B8.3 The scope, effects and causes of work-related violence/aggression
• The meaning of work-related violence/aggression (physical/verbal, actual harm and
threats)
• The physical and psychological effects of violence and aggression
• The prevalence/extent of work-related violence/aggression and consequences with
reference to reportable and self-reported sources (ie, RIDDOR, Crime Survey England
and Wales / Scottish Crime Survey / Northern Ireland Crime Survey):
- the difficulty of quantifying prevalence between reportable and non-reported sources
• The factors likely to increase the risk of work-related violence, eg, people working with the
public, the caring/teaching professions, working with psychiatric clients or alcohol/drug
impaired people, working alone, home visiting, handling money/valuables, inspection and
enforcement duties, retail and licensed trade
• The legal requirements for employers to manage work related violence as part of criminal
and civil law with reference to relevant statutory provisions and case law examples,
O’Toole v First Quench [2005]; Mitchell and Others v United
Co-operative Ltd [2012].
B8.4 The identification and control of workplace violence/aggression
• The identification and assessment of risks of work-related violence/aggression (eg, use of
staff surveys, incident reporting and risk assessment)
• The identification of practical control measures to reduce and manage work-related
violence/aggression including using physical, organisational and behavioural controls:
- cash free systems, the layout of public areas and the design of fixtures and fittings
- the use of cameras, protective screens, and security-coded doors
- communication systems, passing on information on risks from individual clients (violent
marker flags), recording of staff whereabouts and recognition when staff are overdue,
the use of mobile communications equipment phones, radios, GPS)
- staff training: recognition of situations where violence could result, interpersonal skills
to defuse aggression, the use of language and body language; guidance to staff on
dealing with an incident; support for staff post-incident including training in counselling
for managers