INSTRUCTOR GUIDE: Violence and Harassment

Violent incidents can occur without warning, especially in the service industry. Violence can be physical harm or threat of physical harm. Harassment can be any unwelcome comment or conduct that is unsettling. The incidents can be between a customer and a worker, between workers, or between a worker and the employer. Often the incidents take the form of verbal harassment, which may not have physical consequences, but can cause anxiety, depression, and strain on the mental health of the worker. Serious violent incidents are rare, but can be severe, such as head injuries, gun shot or knife wounds, broken bones, or death.