Every Incident Matters: Reporting Aggressive Behaviour in the Workplace

Workplace aggression, whether subtle verbal abuse or overt physical harm, is one of the most pressing challenges facing organisations today. Occupational violence and aggression (OVA) not only compromise the immediate safety of staff but also have lasting impacts on wellbeing, productivity, and organisational reputation.

Yet, despite the risks, many incidents are never reported. Staff often only record the “serious” events, physical harm or property damage, while everyday aggressive behaviours such as verbal abuse or threatening gestures slip through the cracks. This underreporting is more than an inconvenience; it’s a hidden risk to both employees and the organisation.

At Holland Thomas, we believe every incident matters. Here’s why, and how you can create a culture of safe, consistent incident reporting that truly protects your people.

Understanding the Escalation of Aggression

Think about the progression of behaviours and emotions as a person becomes angry. Emotions usually progress through stages:

Calm → frustration → anger.
Verbalised anger (shouting, abusive language).
Damage to property (slamming, throwing objects).
Threatening behaviour (suggesting harm).
Physical violence, minor, then severe.

Some individuals may escalate rapidly, skipping stages. More often, aggression builds step by step. The critical insight is this: minor incidents are often early warning signs of more serious incidents.

When staff only report physical harm, organisations lose valuable data on the everyday triggers and early behaviours that, if addressed, could prevent physical violence altogether.

Why Underreporting Happens

Anecdotally, we hear the same frustrations from staff across industries:

“It takes too long to report.” Standard forms can take 10–20 minutes to complete.
“Nothing changes.” Staff feel management already knows about incidents but isn’t acting.
“It was only minor.” Lesser incidents are normalised as “part of the job.”
“It reflects badly on me.” Some fear reporting will be seen as professional failure or lack of skill.
“I don’t have time.” In high-demand environments, reporting slips down the priority list.

These barriers combine to create silence around frequent but lower-level aggression, the very behaviours that precede more serious escalated incidents.

The Hidden Impact of “Minor” Incidents

It’s tempting to dismiss verbal abuse or threats as less significant. But research and lived experience tell another story:

Cumulative exposure. Repeated incidents erode resilience and increase stress.
Psychological injuries. Workers may develop anxiety, depression, or PTSD without ever being physically harmed.
Safety culture erosion. If small incidents aren’t addressed, staff lose trust in systems and stop reporting altogether.
Financial risk. Psychological injury claims are rising, often costing more than physical injury claims.

In short: “The small stuff leads to the big stuff.” Ignoring lower-level incidents leaves organisations vulnerable.

Reporting All Incidents: A Risk Management Essential

Organisations with strong incident reporting cultures are better positioned to:

Identify patterns early. Are incidents clustered around specific clients, times, or environments?
Maximise prevention. Small changes (e.g., staffing levels, communication strategies) can reduce risks.
Demonstrate duty of care. Regulators expect proactive management of OVA, not just responses to crises.
Support staff wellbeing. Reporting shows employees their experiences matter and are taken seriously.

Reporting from verbal abuse upwards is not optional, it’s essential.

The Challenge: Making Reporting Easy

If staff avoid reporting because forms take too long, the solution is clear: make it simple, quick, and accessible.

Introducing a 60-Second Incident Report Form is one way to overcome this barrier. Designed to capture high-frequency, lower-severity incidents, this tool gives staff a fast and easy way to record events without interrupting workflow.

What is a 60-Second Incident Report?

A streamlined, electronic form accessible from any device.
Takes no longer than 60 seconds to complete.
Focuses on capturing frequency and trends, not detailed narratives.
Supplements, rather than replaces, comprehensive incident reports.

Benefits of a 60-Second Incident Report

Improved reporting rates. Staff are more likely to report if it takes under one minute.
Better data. Organisations gain visibility into frequent but “invisible” incidents.
Early intervention. Trends can be spotted before harm escalates.
Stronger evidence base. Data supports risk management, resource allocation, and compliance.
Cultural shift. Normalises the idea that all aggression, not just physical assault, is worth reporting.

5 Tips to Design a 60-Second Incident Report

Include a follow-up option. A simple checkbox allows staff to request supervisor support.
Define terms clearly. Add a footnote with definitions of abusive language (verbal abuse), threats and threatening behaviours, physical assault, etc., to ensure consistency.
Make it digital. Use platforms like Google Forms, SurveyMonkey or internal systems accessible by phone, tablet, or computer.
Track KPIs. Consider setting targets for reporting frequency to encourage uptake.

From Data to Action: Making Reporting Meaningful

Collecting reports is only the first step. Organisations must also:

Review reports regularly. For every 50th or 100th 60 Second Report, complete a detailed follow-up.
Communicate back to staff. Share outcomes and improvements so staff see reporting makes a difference.
Train supervisors. Equip leaders to respond supportively and avoid discouraging reports.
Integrate with broader systems. Use data to inform training, policy updates, and risk management strategies.

This loop, report → review → act → communicate, builds trust and ensures reporting drives real change.

Building a Culture of Safety and Trust

Reporting is not just about compliance, it’s about culture. When staff see that every incident is taken seriously, they feel safer, more supported, and more valued. Over time, this creates a workplace where:

Aggressive behaviours are addressed early and effectively.
Staff feel confident speaking up.
Leaders are equipped to protect wellbeing and reputation.
Organisations fulfil their duty of care while reducing costs and risks.

Final Thoughts: Every Incident Counts

At Holland Thomas, our mission is to enhance the wellbeing of the community by equipping organisations with practical, sustainable solutions for managing occupational violence and aggression.

Incident reporting is one of the most powerful tools we have to prevent harm, protect staff, and strengthen workplace culture. From verbal abuse to physical assault, every incident matters, and every report brings us closer to a safer, more supportive workplace.

If you’d like to see an example of a 60 Second Incident Report Form, or learn how to integrate one into your systems, please get in touch with Holland Thomas. Together, we can build workplaces where people feel safe, supported, and empowered.

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Travis Holland
Managing Director
Holland Thomas

Should you wish to discuss strategies to improve your staff’s safety in their work environment, please feel welcome to contact Holland Thomas.

Passionate about creating safer workplaces our goal is to enhance wellbeing for all concerned, whilst also delivering improved operational and financial performance.

This blog draws on our years of experience delivering our M.A.B.™ Staff Safety Training (Contextualised Prevention and Management of Aggressive Behaviours) across Australia, and the development of My Safety Buddy, our smartphone app and web portal based lone worker safety system.