安全健康通訊2018年5月 May 2018

預防工作間暴力事故Prevention of Workplace Violence

香港人的生活壓力大，工作佔了日常生活的大部份時間。從事文職工作雖然往

往被認為危險性相對較低的行業，但其實也會受工作間衝突和暴力事故所威

脅。工作間暴力不但會打擊員工的士氣及工作滿足感，還會令員工在工作時缺

乏安全感，擔心身體受到傷害而增加精神壓力，長遠更會為工作發展及員工的

身心健康帶來負面的影響。因此工作間暴力事故是不容忽視的。有見及此，本

期通訊將講解如何處理和預防工作間暴力事故，希望僱主和僱員可以提高警覺

性及減低工作間發生暴力事故的機會。

Hong Kong people suffer from enormous pressure from work which occupies most of their daily life. Office works are often regarded as relatively less dangerous jobs, when in fact they are without exception under the threats of conflicts and violence in the workplace. Workplace conflicts, violence not only weakens the morale of staff and their sense of satisfaction at work, but it also reduces their sense of security in them from worrying about being hurt physically, another source of stress which will in turn bring about long-term adverse effects on their career development as well as their physical and mental health. Therefore, workplace violence cannot be underestimated. In view of this, explanations will be given in this bulletin on how to deal with and prevent workplace violence, with the hope that employers and employees will be more alert and know how to tackle properly or even avoid on this issue.

工作間暴力的定義Definition of Workplace Violence

國際勞工組織對工作間暴力定義為「僱員在工作期間直接或間接地因工作的原故，受到任何不合理的待遇或行為上的攻擊、威脅或傷害，便是工作間暴力」。當中可分為僱員之間發生的暴力 ; 或外來的工作間暴力，即僱員和任何在工作環境中出現的非僱員之間發生的暴力。

The International Labour Organization (ILO) defines workplace violence as “Any action, incident, or behavior that departs from reasonable conduct in which a person is assaulted, threatened, harmed, or injured in the course of, or as a direct result of, his or her work.” This definition can be identified as internal workplace violence, which occurs among staff; or external workplace violence which occurs between staff and non-staff member in the workplace.

容易產生工作間暴力的工作性質Risk Factors of Workplace Violence

有人工作的地方，有機會與其他人接觸及交流，就容易產生磨擦而發生衝突。不要以為從事文職工作，必定不會出現衝突事故。事實上，擁有以下特徵的工種往往較容易成為工作間衝突及暴力的受害者：Conflicts can be resulted more easily in the workplace in which interpersonal contact and communication usually take place between people. Some may think that sedentary works are certainly peaceful and involve little conflicts. However, employees involving in the following job natures are considered to face a higher risk of workplace violence:

• 需要經常面對顧客； Frequent contact with the customers;

• 需要處理金錢； Cash handling;

• 需要負責監管或執法工作； Responsible for supervision or law enforcement;

• 需要外勤工作； Required to work outside the office;

• 工作間內的情況難以給別人看到； Hermetic workplace;

• 接觸有精神病╱暴力傾向的服務對象； Contact with service targets who have mental illness/tendency for violence;

• 需要審批特別優惠或福利津貼之申請； Required to approve the application of special concession or welfare allowance;

• 工作間容易接觸到可用作武器之工具等。 Workplaces with easy access to tools that can be used as weapons.

常見引發工作間暴力的成因Common Causes of Workplace Violence

辦公室常見引發工作間暴力的成因包括：

Common causes of workplace violence in the office include:

1. 員工的言語表達及態度欠恰當（例如不禮貌對待和辱罵他人），刺激別人不滿和不安的情緒。

Staff’s inappropriate expressions and attitude (such as impolite treatment and verbal abuse) that elicit discontent and emotional disturbance to others.

2. 工作時的行為或動作，使他們覺得侵犯了他們的權益，因而作出抵抗。

Behaviors or actions at work that make others feel their rights are violated and hence result in resistance.

3. 工作環境擠迫嘈吵，使他們煩躁和不安。

Crowded and noisy working environment that induces irritation and disturbance.

4. 暴力者精神有問題。

Violent people have mental problems.

5. 員工在過量的工作壓力下工作是暴力行為的一個誘因。

Staff’s working under excessive stress from work is an inducing factor that resulted in violent behaviors.

6. 工作間的人際環境可成為孕育暴力的溫床，例如歧視及騷擾等行為。

The interpersonal environment in the workplace can become a hotbed of violence, such as discriminative or harassing behaviors.

暴力事故前的徵兆Signs before Violent Incidents

暴力事故往往是先由辱罵和恐嚇開始，隨後就是襲擊。其實很多暴力事故發生前都有一些徵兆，例如：

Violence often starts with verbal abuse and intimidation, which are followed by attacks. In fact, there are some signs before many violent incidents, for example:

生理現象Physiological symptoms

暴力者顯示出極度興奮，例如：血壓升高，出汗，肌肉抽搐，呼吸急速等現象。

Violent persons show signs of extreme excitement, such as increased blood pressure, sweating, muscle twitching, and rapid breathing.

言語粗暴Abusive words

數度辱罵通常是暴力的先兆，此外，講話者的聲調及音速的轉變也是可靠徵兆。總之，當發覺一個人的態度有了改變，便要小心防範。

Repeated verbal abuse is often a sign before violence. In addition, change in speaker’s tone and speed of speech are also reliable indicators. In short, we must be careful when a person shows changes in attitude and manner.

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群眾壓力Mob pressure

往往是誘發一個人使用暴力的動機。

It is often the force that causes a person to turn violent.

侵犯個人空間Invasion of personal space

長時間注視對方，使對方不自然，突然迅速移動肩膊，特別用手指著某人，咬牙切齒及摩拳擦掌等動作。

Staring at the other party for a long time would make him or her feel uncomfortable, suddenly moving shoulders quickly, especially with actions such as pointing fingers at a person, gnashing of teeth and rubbing fists and wiping palms, especially at close distance.

有誘發的條件Triggering conditions

現場有尖銳的物件，或者有人已採取暴力的行動。

Sharp objects are available at the scene, or someone has already taken violent action.

緩和暴力事故的建議Suggestions to Relieve Violent Incidents

衝突多從言語對話爭執引起，若對方的情緒正處於挫敗、生氣，挑釁甚至具侵略性的階段，我們所說的內容，對方可能不會聽入耳，因此，我們要以語言加上非語言溝通技巧去減低對方的攻擊性及怒意，達到緩和激化的目的。

Conflicts are often induced from rough words and disputes. If the other party is experiencing emotions in a stage of frustration, anger, provocation and even aggression, they may not be ready to listen to what we say. Therefore, we have to adopt both verbal and non-verbal communication skills to reduce the other party’s offensive aggression and anger, which aims to relieve the intensified emotions in them.

語氣：說話保持冷靜及親切的語調，切勿說話冷漠、不理睬或傲慢作回應。

Tone: Keep calm and cordial in the tone of speech. Do not respond or speak in an indifferent, unresponsive or arrogant manner.

態度：展示正面及給予幫助的態度。

Attitude: Show positive and helpful attitude.

身體語言及姿勢：展示一種無惡意的身體語言及姿勢，如挺直站立，雙手放在前方讓對方看見，向對方表示無惡意及無侵犯性，及雙腳可稍為分開（左右及前後），讓雙腿形成楔形。採用這種姿勢，萬一受到襲擊，雙手可以作出第一時間的防衛，以及能穩固地站立，避免被對方推倒地上，使自己處於不利位置。

Body Language and Posture: Show non-malicious body language and posture, such as standing upright, putting hands at the front for the other party to see, expressing to the other party that we have no malice and invasive intentions, and slightly separating the feet (left and right and front and rear), so that the legs form the shape of a wedge. When adopting this posture, we can make a quick self-defence with our hands in case of an attack, so as to maintain a firm standing position and avoid being pushed to the ground by the other party, which would otherwise put ourselves in a disadvantageous situation.

表現：保持適當眼神接觸，留心聆聽，對對方所講的說話表現有興趣。

Performance: Keep appropriate eye contact, listen attentively, and show interest in what the other party has to say and do.

地點：選定一個不會給對方攔截到的位置如近出路門口，好使自己能隨時逃走。

Location: Select a location at which the other party will not block us easily, such as near the exit door, so that we can escape whenever necessary.

距離：保持適當的身體距離，避免進入對方個人空間（約一米半距離）及避免襲擊。

Distance: Keep an appropriate body distance, avoiding entering the other party’s personal space (approximately 1.5 metres apart) and avoiding being attacked.

職安熱線 OSH Hotline：2739 9000

工作間預防暴力事故的建議Recommendations to Prevent Workplace Violence

預防工作間暴力及保障員工的安全是僱主及管理人員的基本責任之一。因此，僱主及管理人員應對工作間潛在的暴力事故有所認識，並制定一套政策及管理制度去預防暴力事故的發生，包括：

The prevention of workplace violence and the protection of staff’s safety are the basic responsibilities among employers and management. Therefore, employers and management should be aware of the potential violent incidents in the workplace and set up management policies and management system to prevent the occurrence of the violent incidents. This includes:

1. 向員工提供暴力事故指引及訓練，有助他們在暴力事件發生時作出適當應變；

Provide staff with guidelines and training on violent incidents that will help them make appropriate responses when come across with workplace violence;

2. 制訂靈活的工作分配計劃，安排員工熟習不同的工作，有需要時調動足夠的人手；

Set up a flexible work deployment plan in which staff members are arranged to familiarize themselves with different tasks and mobilize adequate human resources if necessary;

3. 提高服務質素，例如縮短客人等候的時間、提供舒適的等候空間，減少引發暴力行為的可能；

Enhance service quality, such as reducing customers’ waiting time, providing a comfortable waiting space, and reducing the possibility of inducing violent behaviors;

4. 制定程序讓顧客可以對機構提出意見及申訴；

Set up procedures to allow customers to provide comments and complaints to the organization;

5. 建立暴力事件的呈報及調查制度，收集和分析導致事件發生的因素和改善預防措施；

Establish a reporting and investigation system for violent incidents, collect and analyze the causes that lead to incidents and improve preventive measures;

6. 有需要可尋求警方協助。

Seek assistance from the police, if necessary.

總結 Conclusion

辦公室的衝突及暴力事故不但使到員工及管理層十分困擾，往往對員工做成身體的傷害及影響到機構的聲譽和士氣。工作間暴力給人的感覺像是洪水猛獸，一般員工都會感到很難應付。但其實如果機構能及早制訂一套預防策略，及為員工提供足夠應付暴力事件的訓練及演習，衝突暴力事件便可以預防和處理。

Conflicts and violent incidents in the office perplex both the staff and management, as well as causing physical injuries to the employees and affect the reputation and morale of the organization. Workplace violence gives people the impression of a scourge, which staff generally find it hard to handle. However, conflicts and violent incidents can be prevented and handled if an organization can formulate a set of prevention strategies in time and provide staff with adequate training and drills to cope with violent incidents.

相關職安健訓練課程Training Courses Related to Occupational Safety and Health

衝突管理 (CFMGT) －本局舉辦的衝突管理 (CFMGT)課程，授課期為6小時，課程主要讓學員認識預防及應付工作間暴力所需的知識、策略和技巧。如欲報讀課程或索取更多有關職安健課程資料，請致電2311 3322或3106 2000與本局訓練中心聯絡。

Conflict Management (CFMGT) – The CFMGT course offered by the OSHC is a six-hour programme designed to equip trainees with the knowledge, tactics and skills that they need in order to prevent and deal with workplace violence. To enroll a course or to obtain more information on courses provided by the OSHC, please contact our Training Centre at 2311 3322 or 3106 2000.

請 3 出正確答案及填妥下列表格，遞交至本局辦事處。截止日期：2018 年 6 月 29 日。Please circle the correct answers, fill in the following form and submit to the Council. Closing date: 29/6/2018. （傳真fax: 2739 9779或電郵email: jenny@oshc.org.hk）

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1. 以下哪些工作性質容易產生工作間暴力？ Which of the following job natures are prone to workplace

violence? A. 需要經常面對顧客 Required to face customers frequently B. 需要負責監管或執法工作 Being required to be in charge of supervision or law enforcement C. 以上皆是 Both of the above

2. 以下哪些成因可以引起工作間暴力？ Which of the following factors may cause workplace violence? A. 員工的言語表達及態度欠恰當 Staff’s inappropriate verbal expression and attitude B. 在擠迫嘈吵的環境下工作 Working in crowdy and noisy environment C. 以上皆是 Both of the above

3. 當對方的情緒正處於挫敗、生氣，挑釁甚至具侵略性的階段， 以下哪些行為是可以有助化解暴力事故發生的機會？

Which of the following behaviors can increase the chance of helping to resolve violent incidents from occurring when the other party’s emotion is in the stage of frustration, anger, provocation and even aggression?

A. 說話冷漠和不理睬對方 Being indifferent in words and ignoring the other party

B. 保持適當眼神接觸，留心聆聽對方所講的說話 Keeping appropriate eye contact and listening attentively to what the

other party has to say C. 作出挑釁對方的行為 Behaviors that is provocative to the other party

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簽署 Signature 日期 Date

2018 Occupational Safety & Health Council 職業安全健康局 5/2018

文職及專業服務業安全及健康委員會Sedentary and Professional Services Safety and Health Committee地址 ：香港北角馬寶道28號華匯中心19樓 Address: 19/F China United Centre, 28 Marble Road, North Point, HK

電話 Tel：2739 9377 傳真 Fax：2739 9779

電郵 E-mail：oshc@oshc.org.hk

網址 Website：www.oshc.org.hk