Workplace violence can occur in any public works environment, ranging from verbal threats to physical aggression or intimidation. Crews often work with the public, handle disputes over road projects, respond to emotionally charged situations, and interact with coworkers under stress. This guide teaches workers how to recognize warning signs, de escalate conflict, report concerns early, and follow agency procedures to maintain a safe work environment.
By the end of this training, workers should be able to:
• Recognize behaviors that may indicate a risk of workplace violence.
• Understand the types of workplace violence and how they may occur in public works.
• Use de escalation skills when dealing with agitated individuals.
• Know when and how to remove themselves from a dangerous situation.
• Report concerns promptly and follow agency protocols.
• Work cooperatively to promote a respectful and safe workplace.
• Agency workplace violence prevention plan
• Examples of incident report forms
• Handout summarizing warning signs and reporting steps
• Scenario cards for crew activities
• Access to shop, office, or public counter areas for walkthrough discussions
"Good morning everyone. Today we are going to talk about workplace violence prevention. Public works employees sometimes interact with upset members of the public or coworkers under stress. By recognizing early warning signs, keeping communication respectful, and reporting concerns, we can prevent situations from escalating. This training will help us stay aware, stay calm, and stay safe."
• Aggressive behavior from members of the public
• Disputes between coworkers
• Threatening statements or verbal abuse
• Physical intimidation or unwanted contact
• Stress or frustration that escalates into conflict
• Failure to report early warning signs
• Limited escape routes or isolated work areas
Remain calm and use respectful communication in all interactions.
Maintain personal space and avoid confrontational body language.
Trust your instincts. If someone seems agitated or threatening, step back and create distance.
Use de escalation techniques such as slowing your speech, keeping your voice neutral, and offering solutions.
Do not argue, raise your voice, or match aggression with aggression.
If you feel unsafe, leave the area immediately and alert a supervisor or call for help.
Never attempt to physically restrain someone unless trained and authorized.
Know your facility’s safe rooms, exits, and communication procedures.
Document incidents using the agency report form, even if no one was harmed.
Encourage a respectful, professional workplace where issues are addressed early.
• Show how to maintain a calm posture and keep a safe distance when talking to an angry person.
• Demonstrate de escalation through tone of voice and word choice.
• Walk through facility areas and identify barriers, escape routes, and safe rooms.
• Demonstrate how to complete an incident report form accurately.
• Show how to discreetly call for assistance using available communication tools.
• Use scenario cards to practice de escalating tense situations.
• Ask crews to identify risk areas in their daily work, such as front counters, job sites, or isolated locations.
• Have crews role play how to politely exit a situation when a person becomes threatening.
• Review early warning signs and ask workers to identify which behaviors require immediate reporting.
• What warning signs have you seen that concerned you?
• How do we support each other when dealing with difficult members of the public?
• What should you do if a coworker’s behavior is becoming aggressive or unpredictable?
• How can we improve communication and reduce conflict at our facility?
• What steps can be taken to make isolated work areas safer?
Insert your agency’s workplace violence prevention plan, reporting requirements, zero tolerance policies, communication chains, incident documentation rules, and any state mandated training or posting requirements.
PPE is not typically associated with workplace violence prevention. Focus instead on situational awareness, communication skills, and physical safety planning. Normal PPE may be required if the training occurs in a shop or yard environment (safety glasses, boots, and high visibility vest).
• Workplace violence can be prevented through awareness and communication.
• Recognize warning signs early and use de escalation techniques.
• Do not stay in a situation that feels unsafe.
• Report all concerning behavior and incidents promptly.
• Support a respectful culture where issues are addressed before they escalate.
Which of the following is a warning sign of potential workplace violence?
a. Calm conversation
b. Direct threats or aggressive behavior
c. Routine disagreements
True or False: You should remain in a conversation with an aggressive person to avoid offending them.
What is one technique you can use to de escalate a tense situation?
(Short answer)
What should you do if you feel unsafe during a confrontation?
a. Stay and argue your point
b. Leave immediately and notify a supervisor
c. Record the incident on your phone before leaving
Why is documenting incidents important even if no one was harmed?
(Short answer)
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