How Do You Know What Your Problem Is?

How Do You Know What Your Problem Is?

For many organisations, the challenge of workplace safety is not only about solving problems, it’s about understanding what the actual problems are in the first place. In fact, one of the greatest risks lies in not knowing what risks exist, how frequent they are, or what their impact might be. This gap between perception and reality often leaves staff exposed, leaders unprepared, and organisations vulnerable.

A common paradox emerges: the most frequent incidents are often the least reported. Why? Because they happen all the time. For many workers, frequent exposure to abusive language, low-level aggression, or threatening behaviour becomes “part of the job.” Yet the cumulative impact of these incidents can be significant, especially in the context of occupational violence and aggression (OVA) and work-related violence.

This article explores the importance of identifying and understanding workplace safety problems, the role of incident reporting, the dangers of underreporting, and why evidence-based solutions are essential. We will also highlight the practical steps leaders can take to better identify risks, protect staff, and prevent costly outcomes.

The Challenge of Under Reporting

Under reporting is one of the most significant barriers to effective safety management. When staff believe that frequent incidents are too minor to report, or that reporting won’t lead to meaningful change, data becomes incomplete. Without robust data, leaders cannot truly understand the risks their teams face.

Why incidents go unreported:

  • Staff perceive certain behaviours (verbal abuse, threats, intimidation) as “normal.”
  • Reporting is seen as time-consuming or unnecessary.
  • Staff fear being seen as weak or unable to cope.
  • Previous reports did not result in visible change, creating scepticism.

This creates a cycle where high-frequency, lower-level incidents accumulate without recognition. Over time, these repeated exposures contribute to significant stress, reduced morale, burnout, and eventually, serious incidents or claims.

The Cost of Not Knowing Your Problems

The lack of accurate reporting has both human and financial costs. It impacts staff wellbeing, operational efficiency, and compliance.

Evidence from research:

  • Return to Work Survey (2016): 52% of injured workers who have not returned to work within 4 weeks will not return within 6 months. 38% who have not returned within 4 weeks will not return within a year.
  • Safe Work Australia (2018): Claims for work-related mental health conditions average $25,000 per claim. This is 2.5 times higher than other claims and have a typical time off work of 15 weeks (compared to 6 weeks for other claims).

When smaller incidents are dismissed because “they happen all the time,” the cumulative effect can lead to major claims, long absences, and higher turnover. These outcomes hurt individuals, strain teams, and damage organisational reputation.

Why Evidence-Based Solutions Matter

Many organisations seek “evidence-based solutions”. However, it is far less common to see organisations apply evidence-based analysis to confirm whether a chosen solution fits their unique environment.

This is where improved reporting becomes critical. Without data, organisations cannot:

  • Identify emerging trends in workplace aggression.
  • Match solutions to actual risks and contexts.
  • Test the effectiveness of interventions.
  • Adapt strategies when incidents evolve.

Robust reporting and analysis allow organisations to shift from reactive measures to proactive, think–test–learn–apply cycles. This ongoing loop ensures solutions remain relevant and effective.

The Seatbelt Analogy: Prevention Before the Crash

To illustrate the importance of proactive action, consider the simple habit of wearing a seatbelt.

Every time you get into a car, you put on your seatbelt. You’ve probably done it thousands of times, yet you may only have experienced a handful of crashes, if any. Many of those crashes might have been low-speed, where you would have survived without the seatbelt.

So why wear it every single time? Because you don’t know when that one crash will happen. And when it does, the best time to put on a seatbelt is before the crash, not after.

The same logic applies to workplace safety. The “crashes” are the problems you may or may not know exist. Some are visible, some are hidden. The “seatbelt” is the evidence-based solution you put in place to protect staff before the serious incident occurs.

Identifying the Problems You Don’t Yet See

So how do organisations uncover problems that are under the surface?

  1. Improve Incident Reporting Systems:
    Make reporting simple, accessible, and supported by leadership. Provide anonymous reporting options and remove administrative burdens that discourage staff.
  2. Build a Culture of Reporting:
    Normalise reporting by reinforcing that all incidents matter, big or small. Recognise staff for reporting and demonstrate that actions follow reports.
  3. Analyse Trends, Not Just Events:
    A single incident may not appear significant. But patterns like repeated low-level aggression often reveal larger systemic risks.
  4. Engage Stakeholders in Analysis:
    Consult staff, unions, and management to validate findings. Data alone does not tell the full story; frontline insights are critical.
  5. Apply Evidence-Based Interventions:
    Select strategies proven to reduce OVA and workplace violence. Ensure interventions align with the risks identified.
  6. Monitor and Review:
    Set up regular cycles to measure effectiveness, adapt strategies, and ensure continuous improvement.

The Impact of Continuous Think–Test–Learn–Apply Loops

Safety management is not a one-off exercise. Just as vehicles improve safety features over time, organisations need continuous improvement cycles to stay ahead of emerging risks.

This approach builds resilience and adaptability by:

  • Encouraging proactive problem-solving.
  • Reducing the chance of serious incidents.
  • Improving staff confidence and wellbeing.
  • Protecting organisational reputation and compliance.

In environments where occupational violence and aggression is common, such as healthcare, community services, or customer-facing roles, continuous cycles of testing and learning are critical to sustainable safety outcomes.

What Leaders Are Expected to Do

As a leader, ask yourself:

  • How clear am I about the specific safety challenges my team faces?
  • Do we have robust data on incidents, or are we working off assumptions?
  • Are we applying evidence-based interventions, or relying on guesswork?
  • How confident am I that our staff are protected before “the crash” happens?

The professional, organisational, and personal consequences of failing to identify risks can be significant. Leaders are accountable for duty of care. The absence of reporting or data does not remove that responsibility.

Holland Thomas: Partnering for Evidence-Based Safety

At Holland Thomas, we understand that uncovering and addressing workplace safety problems requires more than guesswork. We partner with organisations to:

  • Strengthen incident reporting processes.
  • Analyse trends and emerging risks.
  • Apply training and solutions tailored to specific environments.
  • Build staff capability and resilience in managing aggressive behaviour.

By combining practical expertise with innovative approaches, we help organisations move from reactive responses to proactive prevention. Our training equips staff with the skills and confidence to manage aggressive behaviours safely and effectively.

Because when it comes to workplace safety, the best time to act is before the crash—not after.

 

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Travis Holland

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.