Workplace wellbeing
Threat of violence needs to be assessed in advance at workplaces in the hospitality sector
If employees regularly come across violence at work, over time their wellbeing and motivation will suffer. So it is not something to be taken lightly. Photo: Getty Images.
The collective agreement for the hotel, restaurant and leisure industry requires employers to include an assessment of the threat of violence in their assessment of workplace safety risks, PAM’s expert points out.
According to the Centre for Occupational Safety, above-average numbers of work accidents occur in the hospitality sector, most of them being classified as minor. In 2016 the Finnish Workers’ Compensation Center TVK was made aware of a total of 64 cases in the catering sector – which includes the hospitality sector – in which employees had encountered for example violence or other dramatic situations such as robbery. In 2016 violent situations made up 2.5% of all work accidents.
According to TVK there seems to have been a slight increase in the number of threatening situations over the last five years. Serving staff, restaurant and canteen employees and security guards encounter unpleasant situations the most.
”In the restaurant sector, intoxicated customers not only mean an increased risk of violence; cleanliness and keeping order also become more of a problem. People in bars can unload their distress and negative feelings on to outsiders, and serving staff can easily become involved too”, says PAM’s agreement expert Markku Björn.
If employees regularly come across violence at work, over time their wellbeing and motivation will suffer. So it is not something to be taken lightly.
Violence clause – assessing and preventing violence
There need to be procedures and rules at the workplace for dealing with intoxicated and aggressive customers. In the restaurant sector, risk assessment and planning are required by the collective agreement.
In Björn’s opinion, the “violence clause” in the collective agreement for the sector, which is also found in the collective agreement for the retail sector, is necessary. It means that employers are required to assess the safety risks at the workplace and to take protective and corrective action.
”Clause 33a in the collective agreement states that the assessment should include an evaluation of the threat of violence at the workplace. If you work alone, your employer should organise working conditions so that the threat can be eliminated or reduced. Employers should do a similar assessment for evening and night-time work”, Björn says.
“Guidance also needs to be provided when a new employee starts at a workplace or if the employment relationship is short-term”, he points out.
The nature and location of a job also play a role. Is it a night club and is alcohol served at night? Is the area calm or not and at what time or on what days are there disturbances? It may be necessary to arrange more security or reduce or avoid working alone. Preventive actions could focus on the working premises or the alarm and surveillance systems.
“Having constant police patrols in the area reflects badly on a company, which is something many employers would want to avoid.”
Near misses must always be reported to your employer
One of the most effective ways of gathering information on risks and the scale of risks at the workplace is to monitor near misses. If the number of near misses increases, the preparations are inadequate and need to be improved.
“This is the only way to bring about change. Situations where employees face psychological violence at the workplace need to be reported too.”
Threatening and violent situations make people agitated. Then the situation needs to be talked through. The support and care provided by occupational health care are also recommended.
“It is important that employees can discuss their experiences at any time if they feel insecure at work. Employees will feel more secure if employers take managing safety seriously”, Björn says.
What does the law say?
- Under the Occupational Safety and Health Act, every employer must analyse and identify the hazards and risk factors caused by the work, the working premises, the working environment and the working conditions to the employees’ safety and health.
- The Occupational Safety and Health Act requires action to be taken at workplaces where there is an evident threat of violence. For example, a night club mainly serving alcohol needs to address the matter more comprehensively than a staff canteen in a customer’s premises that is open for a few hours.
- Bars and clubs, but especially singles bars, need to clarify responsible liquor limits, the criteria for admitting and removing customers and what staff are to do when there are altercations between customers. It takes guidance, training and dialogue to keep on top of these procedures, and they need to be part of new employees’ induction training.
- Under the Occupational Safety and Health Act, every employer must have an occupational safety and health policy to promote safety and health and to maintain employees’ working capacity.
- The occupational safety and health policy must be made known to all employees. The policy can be in place until further notice, but requires regular review and any necessary changes.
Source: Occupational safety in hotels and restaurants, Centre for Occupational Safety TTK
