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    Identifying measures to prevent customer-on-staff work-related violence

    Mousteri, V. and Spyropoulos, N. and Teoh, Kevin and Faustino, J. and Bacon, F. and O'Sullivan, M. (2021) Identifying measures to prevent customer-on-staff work-related violence. Technical Report. Rail Safety and Standards Board.

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    The report presents work carried out as part of the T1173 project commissioned by RSSB. Its aim was to explore the scope for establishing effective measures to prevent and manage work-related violence against front line rail staff. This work uses the rail industry’s common definition of work-related violence: ‘Any incident in which a person is abused, threatened, or assaulted in circumstances relating to their work’. A rapid evidence assessment of interventions for managing violence in the workplace was carried out to explore good practice across sectors (including healthcare, transport, police, retail, and social care). This review revealed that ‘one-size-fits-all’ approaches are not effective in managing the complex and multi-faceted phenomenon of work-related violence. Evidence suggests that comprehensive frameworks that pull in different types of interventions are the optimal responses to work-related violence. The design of these frameworks should consider specific challenges within local settings and job roles. Active leadership and management support, as well as employee involvement in policy design and implementation, are key success factors. Following an analysis of data on the nature and trends of violence in the rail sector, a review of existing rail company policies and procedures was conducted to compare rail industry approaches to good practice. Rail companies appear to be carrying out work to develop management systems in line with good practice, that aims to prevent violence, manage incidents, and support staff following violent incidents. That said, there are still significant inconsistencies and areas for improvement across the sector. For example, with respect to staff training, incident reporting, data led policy decision-making, and policy evaluation. Recommendations for improving company policies are presented in detail at the end of this document.


    Item Type: Monograph (Technical Report)
    School: Birkbeck Faculties and Schools > Faculty of Business and Law > Birkbeck Business School
    Depositing User: Kevin Teoh
    Date Deposited: 20 Jul 2022 12:02
    Last Modified: 02 Aug 2023 18:10


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