When working exposes to agression at work : from incivilities to physical violence

This publication concerns a review of the literature on external violence at work. It subscribes on one hand in an international context bringing out this issue and the increase of this phenomenon, and on the other hand, it is related to social partners demand (CTN H). This publication deals with the principal definitions and the different potential factors of this violence: socio-demographic factors, socio-environmental and cultural factors, occupational factors linked to professional activity, and factors linked to methods of work organization and to management of service relationship to customers. The impacts of external violence on physical and mental health of employees are also discussed, as well as the consequences on the company performance. The prevention measures and victims support are the object of a dedicated chapter in which examples of “good practices” are presented. Some of them are also detailed in annex, by business sector. At the end of the document, legal clauses applicable to aggression risks are briefly presented.