'Part of the Job' and Other Perspectives on Workplace Violence
Is violence and aggression “just part of the job”?
In the lives of many employees, it is difficult to believe otherwise. Healthcare, service sector and other industry professionals find themselves caught in a paradox. While they dedicate themselves to the well-being of others, providing essential care, service, and support to those in need, they also face a disturbing reality where workplace aggression and violence have become distressingly normalized within their work environments.
“Nurses are regularly exposed to verbal abuse and physical violence in the course of their work. These high levels of violence have resulted in a desensitization on the part of many nurses to the point where violence has become an expected and accepted part of their job.”
In this blog post, we will explore the stark realities faced by employees and investigate the different perspectives surrounding workplace violence and aggression.
By shedding light on this topic, Resolution Education strives to create safer workplaces and advocate for change on a societal level.
Perspective 1: Accepting Mistreatment
In a culture where “the customer is always right,” a prevailing perspective emerges — that violence and aggression are inevitable and acceptable parts of a job. Healthcare and service sector employees frequently endure mistreatment, subject to various forms of harassment and abuse from patients, clients, and even the public, exposing them to significant psychosocial hazards.
Compounding this perspective is the notion that nothing can be done about it. This leads to an astonishingly high number of incidents remaining underreported.
According to WorkSafe, “95% of healthcare employees have experienced violent or aggressive behavior at work; but only around 20% report the behavior.”
Often, professionals in these fields have internalized the belief of tolerating such acts as unfortunate side effects of their chosen careers. This acceptance leaves employees feeling unsupported and alone when confronting instances of workplace violence. The psychological toll of experiencing such difficult circumstances without proper guidance cannot be understated as it often leads to employees experiencing heightened levels of stress, anxiety, and even trauma.
Furthermore, the discrepancies in workplace boundaries reinforce the perspective of acceptance and contribute to the “part of the job” mindset. When some employees dismiss the severity of workplace violence and aggression, viewing it as less significant than it is, it can leave others feeling overwhelmed, afraid to speak up, and ill-equipped to handle such situations. This perpetuates the cycle, hindering progress in preventing these difficult and sometimes dangerous situations.
Perspective 2: Ignoring & Disengaging
Among the perspectives surrounding workplace violence and aggression is the belief that “it is not our problem”. Some employees reject the idea that they should contribute to efforts to address these challenges, insisting that such responsibilities should lie solely with management.
Healthcare and service workers have a tremendous amount to deal with daily, which often leaves them physically and emotionally drained, leaving little energy for addressing additional concerns such as workplace violence and aggression. But instances where workplace violence is dismissed or ignored only prolong its existence.
When workplace violence and aggression is allowed to persist unchecked, it undermines the well-being and morale of employees, compromises teamwork and collaboration, leads to higher rates of staff turnover, and erodes productivity within the workplace.
Although ignorance may be bliss, taking ownership and working together to address this issue will ultimately benefit everyone in the long run. Doing so can reduce difficult situations and alleviate some of the pressure.
Perspective 3: Embracing Collective Responsibility
A contrasting viewpoint emphasizes the need for collective responsibility in addressing workplace violence and aggression, recognizing that combating this issue is not an individual burden.
Supporters of this perspective argue that everyone, from employees to management, has a role to play in reducing difficult situations. This perspective leads to safer workplaces as it encourages open communication, comprehensive training, and effective reporting processes.
Violent and aggressive incidents are unfortunate symptoms of a larger issue, but not one that should be tolerated in healthcare and service spaces. With this perspective, it is understood that workplace violence is unacceptable and that together, we can advocate for a culture that promotes respect, dignity, and compassion.
Our Perspective: A Call for Change
From our experience, enduring verbal abuse or navigating physical altercations with heightened individuals takes a toll on employees’ well-being. Given that everyone’s perceptions differ, the most effective approach lies in creating inclusive workplaces that demonstrate empathy and consideration for the well-being of all employees. This involves implementing clear policies, procedures, and boundaries.
To further support this goal, organizations would benefit from establishing strict reporting processes and opening a space to discuss incidents that occur. By doing so, they create a cohesive team who feel supported and empowered to listen to their instincts and take proactive steps towards creating a positive and productive work environment.
We recognize that healthcare and service sector professionals are resilient and show unwavering dedication, but this level of commitment and care cannot be taken advantage of. All professionals deserve the necessary support and resources to help them better perform their duties and maintain their well-being.
In order to achieve this, employees and managers alike need to recognize that maintaining consistency and upholding professionalism within the workplace is not a matter of personal preference but rather a collective effort. Through these proactive measures, a positive workplace culture is established that rejects the acceptance of violence and actively promotes respect and safety.
Conclusion
In conclusion, by promoting collective responsibility, we can create safer and healthier environments that prevent psychosocial risks at work. As a unified workforce, we have the power to alleviate stress, support our colleagues, and foster a culture that prioritizes respect and compassion. This starts by establishing clear policies, procedures, and boundaries within organizations.
Let us reject the notion that violence is acceptable and expected in our workplaces so that we can work to improve the safety and well-being of everyone. It is time to challenge normalcy and pave the way for a future where respect, compassion, and safety are prominent in our professional lives.
Explore our training options including de-escalation techniques, conflict resolution training, restrictive practices training and policy review to better equip your team with the knowledge and skills for effectively addressing workplace violence and aggression.
Frequently Asked Questions
Why do some employees accept workplace violence as normal?
Employees often normalize violence due to repeated exposure, lack of training, poor management response, and cultural acceptance that “it’s just part of the job,” leading to underreporting and increased psychosocial hazards.
What are common signs that staff view aggression as inevitable?
Signs include minimal incident reporting, casual attitudes toward threats, acceptance of verbal abuse, and phrases like “dealing with it is just what we do,” indicating normalization rather than proactive prevention.
How does normalization increase organizational risks?
Normalization leads to underreported incidents, missed prevention opportunities, higher staff turnover from burnout, legal liabilities, and escalating violence when early warning signs are ignored across teams.
What steps break the cycle of violence acceptance?
Implement zero-tolerance policies, consistent A.D.P. training for all staff, regular debriefs after incidents, leadership modeling of boundaries, and data-driven improvements using incident reports to shift culture.
Why must leadership actively reject violence normalization?
Leaders set the tone; when managers dismiss aggression or fail to act, staff assume it’s acceptable. Visible commitment through training investment, policy enforcement, and support creates accountability at all levels.
How can Resolution Education help organizations with de-escalation and conflict training?
Resolution Education helps organizations by delivering customized, hands-on de-escalation and conflict resolution training based on their proven A.D.P. Framework (Awareness, De-escalation, Protection). They offer scalable solutions including in-person workshops, e-learning packages, train-the-trainer courses, Code Silver/BERT readiness, phone/chat de-escalation, and policy reviews, with over 25 years of expertise ensuring practical role-plays build real confidence.