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Introduction In recent years, there have been incidents of conflict and violence at the workplace from time to time.

Occupations regarded as safe ones in the past, such as clerk, secretary, teacher and social service worker, are also

In fact, workplace conflicts are devastating not only to employee morale and job satisfaction, but also to their sense

For this reason, this bulletin is going to provide an overview of the factors leading to workplace conflicts and teach

1 Introduction In recent years, there have been incidents of conflict and violence at the workplace from time to time. With the extensive report of such cases by the media, the society has become increasingly concerned about the situation. Occupations regarded as safe ones in the past, such as clerk, secretary, teacher and social service worker, are also exposed to workplace conflicts and threats of violence nowadays. In fact, workplace conflicts are devastating not only to employee morale and job satisfaction, but also to their sense of security at work. Mental stress would build up for employees who have to worry about getting hurt in the office. For this reason, this bulletin is going to provide an overview of the factors leading to workplace conflicts and teach you how to manage them, including the handling and prevention strategies, so that both employers and employees can be more aware of the issue and help reduce the chance of conflicts.

At a workplace, disputes and conflicts may arise easily as people have to contact and communicate with others.

Indeed, people having a job with the following characteristics are prone to be victims of conflicts and violence at the

workplace Work at crime blackspots Responsible for late night duties Work in supervision role or in law enforcement

Situation inside the workplace cannot be seen from the outside Hard to seek help from security guards promptly Have

2 At a workplace, disputes and conflicts may arise easily as people have to contact and communicate with others. It is wrong to assume that there is no risk of conflict for office works. Indeed, people having a job with the following characteristics are prone to be victims of conflicts and violence at the workplace: Deal with customers frequently Need to handle money No fixed work location Insufficient lighting at the workplace Work at crime blackspots Responsible for late night duties Work in supervision role or in law enforcement Outdoor works required Little access control to the workplace Outdoor or remote work location Work alone occasionally Situation inside the workplace cannot be seen from the outside Hard to seek help from security guards promptly Have service targets with mental illness/ disposition to violence Assess applications of special offer or welfare and benefits Tools could be used as weapons are accessible at the workplace

Dealing with conflicts or violence in office workplace When conflict or violence incident breaks out in the office, frontline staff are crucial as they are the first to face and deal with the

Therefore, frontline staff play an important role in crisis control, including identifying early signs of incident such as the involvement of frustrated and furious people, preventing conflicts and

These skills and strategies for dealing with conflicts and violence should be included in workplace violence training programme so that employees can learn how to resolve the crisis.

Dealing with conflicts The conflicts that arise in the office workplaces usually originate from customers complaining about the service or staff performance of an organisation, particularly large

3 Dealing with conflicts or violence in office workplace When conflict or violence incident breaks out in the office, frontline staff are crucial as they are the first to face and deal with the situation. Therefore, frontline staff play an important role in crisis control, including identifying early signs of incident such as the involvement of frustrated and furious people, preventing conflicts and alleviating the situation so that it will not escalate into aggression and worse, violence. This involves the use of interpersonal skills and strategies for de-escalating or solving the problems. These skills and strategies for dealing with conflicts and violence should be included in workplace violence training programme so that employees can learn how to resolve the crisis. When conflict and violence incident occurs, they can respond promptly and properly to minimise the harm. Dealing with conflicts The conflicts that arise in the office workplaces usually originate from customers complaining about the service or staff performance of an organisation, particularly large ones and those having frequent contact with customers. Although such complaints could not be accounted as violent acts, they could be developed into conflicts or even violence if they are not dealt with properly. When dealing with a grumbling or complaining customer, the staff should get to understand their need and purpose behind their complaints. Grumbling reflects two different needs: (1) psychological and emotional need, (2) need for a solution. In responding to their needs, respect and understanding should be shown. Below are some measures for your reference:

Psychological and emotional need Apologise Show your concern Believe in him/her Understand his/her situation Save his/her reputation Show your understanding of his/her need Deal with

him/her the time needed to deal with his/her situation De-escalation Office conflicts mostly arise from conversations and verbal conflicts.

4 Psychological and emotional need Apologise Show your concern Believe in him/her Understand his/her situation Save his/her reputation Show your understanding of his/her need Deal with his/her situation flexibly Need for a solution Tell him/her the progress Deploy a dedicated staff to follow up Provide solutions Explain the relevant follow-up actions to him/her Tell him/her the time needed to deal with his/her situation De-escalation Office conflicts mostly arise from conversations and verbal conflicts. If a person is feeling frustrated, angry, in the provocative or even aggressive stage, he/she may not listen to what we say. Hence, we must lower his aggressiveness and anger and de-escalate the situation by verbal and non-verbal communication skills.

5 Tone: Speak in a calm and nice tone. Do not speak coldly, ignore him/her or respond arrogantly. Body language and posture: Use non-aggressive body language and posture. For example, stand straight and put your hands in the front where he/she can see, so as to show that you are without malice and non-aggressive. You may also slightly separate you legs (left/right and front/back) to form a wedge shape. In this posture, you can spare your hands for self-defence immediately while standing firmly to avoid being pushed over and putting yourself in an adverse position in case you are attacked. Location: Pick a spot which could not be blocked by him/her, such as the door near the exit, to allow escape anytime. Attitude: Show a positive and helpful attitude. Expression: Keep appropriate eye contact and listen carefully. Show interest in his/her words. Distance: Maintain suitable distance. Avoid entering his personal space (around half a metre) and being attacked. Position: Stay in a relaxed position, such as standing diagonal to the subject. Apart from annoying the staff and the management, office conflicts and violence may result in physical harm to the staff and affect the reputation and morale of the organisation. Both the general staff and the management find it difficult to handle and deal with. General staff hang back in fear when facing workplace violence. In fact, violence incident is not difficult to tackle if an organisation is well prepared for it by formulating appropriate preventive measures, providing sufficient training to staff and arranging workplace violence drills. OSH Training Course OSHC organizes regular training course on Conflict Management and the details are as follows. For further information, please contact our OSH Training Centre at or Conflict Management (CFMGT) Highlights:

6 Quiz Which of the following industries are prone to workplace conflicts? When dealing with conflicts, what tone should you adopt to give response? A calm and nice tone A cold tone A resisting tone What attitude should you adopt when dealing with conflicts in order to de-escalate the situation? An evasive attitude A positive and helpful attitude A by-the-book attitude Please circle the correct answers and fill in the following form and send it or fax it to the Council. Please write Sedentary Workers Safety & Health Bulletin Prize Quiz on the envelope. Closing date: 30/4/ Winner will be disqualified if their name is not identical to that appeared on the HK Identity Card The decision of the organising body regarding the prize results is final The organising body reserves the right to make changes to any matters related to the competition and will not provide further notice In the event of any dispute, all decisions by the organising body are final Welcome to photocopy the form. Rules for Participation 1. Hong Kong citizens aged 15 or above are welcome to participate. 2. Each participant may only enter once. 3. The employees and direct family members of the organising body are not eligible to enter. Personal Data Statement We will keep your personal data for promotion of safety and health at work, including related research and statisical purposes. We may need to transfer such data to service providers, event co-organizers and partner institutions. If you do not wish to receive information and news relating to safety and health at work from us, please mark the box at the end of this Statement. I do not wish to receive the aforesaid information and news Free Subscription Form I am interested in the Sedentary Bulletin and want to subscribe it by Please fax the form to Occupational Safety and Health Council (Fax No. : ) Personal Information Statement The information provided would be kept for promoting safety and health, including research and statistics. The information may need to be passed to service providers, function co-organizer and partnerships. If you do not want to receive Occupational Safety and Health information. Please tick the box in the bottom of this statement. I do not want to receive the information stated above Address /F China United Centre, 28 Marble Road, North Point, HK Tel Sedentary Workers Safety & Health Committee oshc@oshc.org.hk Fax Website

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