Designing-out Danger: Practical Solutions for Managing Work-Related Violence and Aggression
Frontline workers across healthcare, retail, transport and service industries are facing rising levels of verbal and physical aggression. At the recent AIHS ACT Safety Symposium, Work Science brought together leading experts—including Professor Gary Mortimer (QUT), Peta Mercieca (Canberra Health Services), and ACT WHS Commissioner Jacqueline Agius—to share practical, evidence-based strategies for tackling this challenge.
Key insights from the panel:
- Aggression isn’t one thing: Professor Mortimer’s research shows aggression appears in four distinct forms, from visible outbursts to subtle, goal-seeking behaviours. Recognising these patterns helps leaders target the right controls and reduce harm.
- Controls that work: Sector examples included early boundary-setting in retail, transparent communication in emergency departments, and layered training models in healthcare. The shift is away from restrictive practices towards early intervention and de-escalation, with only specialist staff trained in physical restraint.
- Reporting and leadership matter: Building a culture where all incidents are reported, and securing executive sponsorship, are critical for sustained improvement.
- Collaboration is key: Multi-agency agreements and shared data help manage repeat offenders and complex risks.
Want the full insights?
Fill out the form below to download the complete “Designing-out Danger” panel summary, including practical controls, sector case studies, and implementation lessons for WHS leaders.
Download the full insights here.
For more information or to discuss how these strategies can work in your organisation, contact us at [email protected] or call 1300 009 675.