Journal of Social Sciences and Humanities
Articles Information
Journal of Social Sciences and Humanities, Vol.1, No.2, May 2015, Pub. Date: Apr. 22, 2015
‘We Just Have to Learn to Deal with It’: Young Workers’ Experiences of Workplace Violence
Pages: 39-47 Views: 4241 Downloads: 1699
[01] Chris McVittie, Division of Psychology and Sociology, Queen Margaret University, Edinburgh, UK.
[02] Karen Goodall, Division of Psychology and Sociology, Queen Margaret University, Edinburgh, UK.
[03] Rahul Sambaraju, Department of Psychology, University of Limerick, Limerick, Ireland.
[04] Ian Elliott, Division of Business, Enterprise and Management, Queen Margaret University, Edinburgh, UK.
[05] Anna Trejnowska, Division of Psychology and Sociology, Queen Margaret University, Edinburgh, UK.
We report on two studies that examined how young people (aged 16 to 24 years) working in public-facing jobs report experiences of workplace violence from dealing with the public. In Study 1, 65% (n=227) of respondents (N=349) reported experiencing violence in the preceding year, with verbal abuse being significantly higher for call centre workers and assaults higher among public sector workers. Psychological symptoms following violence were higher among participants aged 18 years or over than younger workers. Study 2 identified five themes relevant to participants’ (N=20) experiences, namely (1) violence is part of the job; (2) front line employees are targets; (3) power favours the customer; (4) any customer can be violent, and (5) need for personal experience. These findings demonstrate the need for employers to address all aspects of their practices in order to address risks in the workplace and to promote the psychological well-being of their employees.
Workplace Violence, Young Workers, Employment, Risk, Workplace Safety
[01] Arnetz, J. E., Arnetz, B. B., & Petterson, I-L. (1996). Violence in the nursing profession: Occupational and lifestyle risk factors in Swedish nurses. Work & Stress, 10, 119-127.
[02] Barling, J., Rogers, A.G., & Kelloway, E.K. (2001). Behind closed doors: In-home workers’ Experience of sexual harassment and workplace violence. Journal of Occupational Health Psychology, 6, 255-269.
[03] Beale, D, Cox, T., & Leather, P. (1996). Work-related violence - is national reporting good enough? Work & Stress, 10, 99-103.
[04] Bishop, V., Cassell, C.M., & Hoel, H. (2009). Preserving masculinity in service work: An exploration of the underreporting of customer anti-social behaviour. Human Relations, 62, 5-25.
[05] Breslin, C., & Smith, P. (2005). Age-related differences in work injuries: a multivariate, population based study. American Journal of Industrial Medicine, 48, 50-56.
[06] Breslin, C., Polzer, J., MacEachen, E., Morrongiello, B.,A., & Shannon, H. (2007). Workplace injury or “part of the job”? Towards a gendered understanding of injuries and complaints among young workers. Social Science & Medicine, 64, 782-793.
[07] Charmaz, K. (2006). Constructing Grounded Theory: A practical guide through qualitative analysis. London: Sage.
[08] Chen, W-C, Hwu, H-G, & Wang, J-D. (2009). Hospital staff responses to workplace violence in a psychiatric hospital in Taiwan. International Journal of Occupational and Environmental Health, 15, 173 – 179.
[09] Dupre, D. (2000). Accidents at work in the EU. Statistics in focus: Population and social conditions (Catalogue Number: CA-NK-OO-004-EN-I). Luxembourg: Eurostat.
[10] Glaser, B.G., & Strauss, A.L. (1967). The Discovery of Grounded Theory: Strategies for Qualitative Research. New York: Aldine.
[11] Kelloway, E.K., Yue, A.R., & Hessian, S. (2008). Speaking of safety: Young workers’ experiences. Working paper, Accessed on 30 June 2014.
[12] Lawoko, S., Soares, J. J. F., & Nolan, P. (2004). Violence towards psychiatric staff: a comparison of gender, job and environmental characteristics in England and Sweden. Work & Stress, 18, 39-55.
[13] Leather, P. Beale, D., Lawrence, C., & Dickson, R. (1997). Effects of exposure to occupational violence and the mediating impact of fear. Work & Stress, 11, 329-340.
[14] Leather, P., Lawrence, C., Beale, D., Cox, T., & Dickson, R. (1998). Exposure to occupational violence and the buffering effects of intra-organizational support. Work & Stress, 12, 161-178.
[15] LeBlanc, M.M., & Kelloway, E.K. (2002). Predictors and outcomes of workplace violence and aggression. Journal of Applied Psychology, 87, 444–453.
[16] Leino, T., Selin, R., Summala, H., & Virtanen, M. (2011). Work-related violence against security guards: Who is most at risk? Industrial Health, 49, 143-50.
[17] Magnavita, N. (2011). Violence prevention in a small-scale psychiatric unit: program planning and evaluation. International Journal of Occupational and Environmental Health, 17, 336 – 344.
[18] Neuman, J.H. & Baron, R.A. (1998). Workplace violence and workplace aggression: evidence concerning specific forms, potential causes, and preferred targets. Journal of Management, 24, 391-419.
[19] Patton, M. (1990). Qualitative evaluation and research methods. Beverly Hills, CA: Sage.
[20] Perrott, S.B., & Kelloway, E.K. (2006). Workplace violence in the police. In E. K. Kelloway, J. Barling, & J.J. Hurrell (Eds). Handbook of Workplace Violence (pp. 211-29). Thousand Oaks, CA: Sage.
[21] Rauscher, K. J. (2008). Workplace violence against adolescent workers in the US. American Journal of Industrial Medicine, 51, 539-544.
[22] Sudhinaraset, M. & Blum, R.W. (2010). The unique developmental considerations of youth-related work injuries. International Journal of Occupational and Environmental Health, 16, 195 – 201.
[23] Santos, A., Leather, P., Dunn, J., & Zarola, A. (2009). Gender differences in exposure to co-worker and public-initiated violence: Assessing the impact of work-related violence and aggression in police work. Work & Stress, 23, 137-154.
[24] Spector, P. E. (1994). Using self-report questionnaires in OB research: A comment on the use of a controversial method. Journal of Organizational Behavior, 15, 385-392.
[25] Spector, P. E. (2006). Method variance on organizational research. Truth or urban legend? Organizational Research Methods, 9, 221-232.
[26] Spector, P. E., Coulter, M. L., Stockwell, H. G., & Matz, M. W. (2007). Perceived violence climate: A new construct and its relationship to workplace physical violence and verbal aggression, and their potential consequences. Work & Stress, 21, 117-130.
[27] Tucker, S. & Loughlin, C. (2006). Young workers. In E, K, Kelloway, J. Barling and J.J. Hurrell, Jr. (Eds.). Handbook of workplace violence. (pp 417-444) Thousand Oaks, CA: Sage.
[28] Tucker, S., & Turner, N. (2013). Waiting for safety: Responses of young workers in Canada to unsafe work. Journal of Safety Research, 45, 103-110.
[29] Winstanley, S., & Whittington, R. (2002). Anxiety, burnout and coping styles in general hospital staff exposed to workplace aggression: a cyclical model of burnout and vulnerability to aggression. Work & Stress, 16, 302-315.
[30] Wynne, R., & Clarkin, N. (1995). Workplace violence in Europe: it is time to act. Work & Stress, 9, 377-379.
[31] Wynne, R., Clarkin, N., Cox, T., & Griffiths, A. (1997). Guidance on the prevention of violence at work. Luxembourg: European Commission, DG-V.
MA 02210, USA
AIS is an academia-oriented and non-commercial institute aiming at providing users with a way to quickly and easily get the academic and scientific information.
Copyright © 2014 - American Institute of Science except certain content provided by third parties.