Violence & Aggression at Work — Guidance for Employers and Employees

Workplace violence and aggression — including verbal abuse, threats and physical assault — are serious hazards that affect employee well-being, productivity and safety. Employers must identify risks, put controls in place and support anyone affected. This page explains legal duties, practical prevention measures, incident response and training options to reduce violence at work.

What Counts as Violence and Aggression?

Workplace violence covers a spectrum of behaviours: threats, intimidation, verbal abuse, bullying, harassment and physical assault. It can come from coworkers, managers, customers, patients, clients or members of the public. Even repeated low-level aggression can cause long-term harm, so all incidents should be taken seriously.

Legal Duties and Employer Responsibilities

Under the Health and Safety at Work etc. Act 1974 and the Management of Health and Safety at Work Regulations 1999, employers must assess and control risks to employees’ health and safety — including risks from violence and aggression. Key duties include:

  • Carrying out a risk assessment that identifies roles, locations and situations where violence may occur.
  • Implementing proportionate control measures (environmental, organisational and people-based).
  • Providing information, instruction and training (conflict management, de-escalation, personal safety).
  • Establishing clear reporting, investigation and support procedures for victims.
  • Reviewing and learning from incidents and near-misses to prevent recurrence.

Risk Assessment: What to Look For

When assessing violence risk, consider:

  • Workplace type and location (e.g., retail late shifts, healthcare, transport hubs).
  • Task factors (cash handling, confrontational service roles, lone working).
  • Patterns in previous incidents or near misses.
  • Staffing levels, training gaps and supervision.
  • Environmental issues (poor lighting, isolated waiting areas, lack of barriers).

Prevention and Control Measures

Effective prevention combines physical, procedural and human measures. Typical controls include:

  • Design and environment: secure entrances, well-lit car parks, CCTV where appropriate, service counters and panic alarms.
  • Organisation and policy: clear violence/abuse policy, lone-worker procedures, shift patterns that reduce isolation, and visitor management.
  • People measures: recruitment checks for roles at risk, training in de-escalation and conflict resolution, and supervision/mentoring.
  • Technology: personal alarms, two-way radios, controlled access systems and incident logging tools.

Responding to an Incident

Having a consistent, well-practised response is vital.

  • Ensure immediate safety — remove victims from risk, call emergency services if needed.
  • Provide first aid and welfare support; treat physical and psychological injuries seriously.
  • Record the incident promptly and accurately (who, when, where, what happened, witnesses).
  • Investigate to identify root causes and corrective actions; share lessons learned.
  • Offer follow-up support: time off, counselling, redeployment or occupational health referral.

Support, Confidentiality and Return to Work

Supportive handling of victims reduces long-term harm. Maintain confidentiality, explain procedures, and offer practical adjustments (temporary duties, phased return). Consider professional support such as Employee Assistance Programmes (EAPs) or occupational health assessments.

Training and Awareness

Training should be role-specific and practical. Typical courses and topics include:

  • Conflict management and verbal de-escalation
  • Personal safety and lone-worker awareness
  • Stress recognition and resilience
  • Manager training on incident investigation and staff support

Monitoring, Reporting and Continuous Improvement

Monitor incident data, near misses and staff feedback to track trends. Regularly review risk assessments, control measures and training effectiveness. Use audits and staff surveys to drive continuous improvement.

Recommended Training & Resources

Related Content