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| Section I | Introduction |
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- What is Workplace Violence?
- Why is Workplace Violence an Important Issue?
- What Factors Increase the Risk of Workplace Violence?
- What should a Workplace Violence Prevention Policy Say?
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| Section II | Developing a Workplace Violence Prevention Program |
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- Conducting a Workplace Violence Risk Assessment
- Developing Preventive Measures
- Reporting and Investigating Workplace Violence
- Establishing an Emergency Response Plan
- Providing Victim Support
- Conducting Incident Follow-up
- Providing Workplace Violence Training and Education
- Conducting Program Review
- Using Community Resources
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| Section III | Preventing Workplace Violence |
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- Warning Signs
- Physical Signs of a Potentially Violent Person
- Warning Signs of a Troubled Employee
- Warning Signs of a Potentially Violent Person
- Common Characteristics of Violent Incidents Between Employees
- Personal Safety
- Emergency Preparedness
- Trusting your Instincts
- Dealing with Strangers
- Elevator Safety
- Workplace Design
- Building Security
- Visitors
- Waiting Areas
- Natural Surveillance
- Electronic Devices and Surveillance
- Workplace Layout
- Parking Lot Design
- Work Situations and Interactions
- Robbery Prevention
- Handling Cash
- Banking Money
- Working Alone
- Working Off-Site
- Working Late
- Working with Young People
- Working with Patients
- Managing Workplace Change
- Resolving Problem Behaviour
- Preparing for a Potentially Violent Meeting
- Managing Workplace Terminations
- Threats Against Employees
- Internet Harassment
- Stalking Situations
- Work-Related Travel
- Walking Safety
- Driving Safety
- Parking Lot Safety
- Public Transit Safety
- Travel Safety
- Hotel Safety
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| Section IV | Responding to Workplace Violence |
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- Dealing with a Potentially Violent Person
- Tips for Verbal Communication
- Tips for Non-verbal Communication and Behaviour
- Tips for Problem Solving
- Terminating a Negative Interaction
- Responding to Harassment
- Responding to an Abusive Telephone Call
- Responding to Internet Harassment
- Making an Emergency Services Call
- Responding to a Physical Attack
- Responding to a Hostage Situation
- Responding to a Robbery
- Responding to a Bomb Threat
- Lock-Down Procedures
- Emergency Evacuation Procedures
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| Section V | Conclusions |
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- Is your Organization Prepared?
- Common Mistakes Made in Dealing with Violence Issues
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| Section VI | Occupational Health and Safety Legislation |
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- Canada
- United States
- Where to Go for Regulatory Advice and Information
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| Section VII | Key Sources used to Prepare this Publication |
| Section VIII | Appendices |
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- Sample Risk Assessment Questionnaire
- Sample Inspection Form
- Sample Reporting Form
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