Page 34 - DB Crisis Management Guide

Major Crime – In Store or On Our Property

It is our intent to protect our Guests and Team Members from any act of violence within the store or on our
property. However, no matter how effective policies and plans are in detecting and preventing incidents, there
are no guarantees against violence.

IN THE EVENT OF POTENTIAL WORKPLACE VIOLENCE

CONDUCT THREAT ASSESSMENT
When a potential conflict is growing, the Manager must be made aware in order to make a determination on
the immediacy of the threat. If time allows, the Manager should immediately contact the Crisis Hotline. The
Crisis Team Leader will be responsible for providing direction and guidance on assessing the threat as well as
the appropriate action to take.

If the action threatened is immediate, the Manager should first contact any on-duty security personnel as well
as local law enforcement. The Manager must make every effort to have the alleged threat removed from the
premises. However, the Manager must be aware that it is not the responsibility of Management or non-security
personnel to physically intervene in an altercation. In addition, the Manager should ensure that no Team
Members are allowed to follow Guests to the parking lot. Once the premises are secure, the Crisis Team will
provide direction on the investigation and documentation of the incident.

CONFLICT BETWEEN GUEST AND TEAM MEMBER

 The Manager must be notified immediately.
 The Team Member should leave the area immediately to prevent escalation.

 An investigation should be conducted to determine the appropriateness of the Team Member’s actions
and if any disciplinary action is warranted.

 The Team Member should be escorted to his/her car after the shift to ensure he/she safely leaves the
store.

OBSERVE WARNING SIGNS IN TEAM MEMBERS
Observation of Team Member behavior is the key to preventing workplace violence. If you notice any of the
following indicators, contact HR, as immediate intervention may be necessary.

Some indicators to look for include:

 Excessive tardiness or absences  Perceived injustices
 Increased need for supervision  Poor self-esteem
 Sudden change in performance  Temper control difficulty
 Difficulty getting along with coworkers  Threats against coworkers or supervisors
 Violation of company procedures  Unstable family life
 Changes in health or hygiene  Comments that indicate suicidal tendencies
 Unusual behavior  Unusual emotional response to normal situations
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