Procedures - Teamworks at Home - Wells Fargo

Harassment/Verbal Abuse
• Verbally abusive remarks √ Try defusing the situation by listening and offering
help. Don’t take outright abuse.
• Sexual, racial, or ethnic slurs √ Provide an avenue for discussion, so that if there is a
business problem, it can be resolved.
• Personal insults √ Use statements such as “I’d like to help you resolve
this problem but I need your cooperation”. If it is
a business problem, it can be resolved.
• Yelling, shouting, using profanity √ Turn the situation over to a supervisor to de-escalate
and reduce your interaction with the upset customer.
Verbal Threats
• Threats to physically harm another person √ Take all threats seriously.
• Threats to intentionally damage bank property √ Potential for violence increases if a person has
made similar threats in the past and/or has a
history of violent behavior.
Take all threats
seriously.
√ If threat was brief and subject has gone, call your
Regional Security Manager for threat management.
√ Be prepared to identify the person with name and
address, phone number and account number, if
available.
√ If name and address are not available, attempt to
give an accurate physical description.
√ Employee Assistance Consulting, 1-888-327-0027
is available for immediate and ongoing support.
√ If threat escalates and subject remains, follow
procedure described below.
Physically Aggressive/Threatening Behaviors
• Threat or display of weapon √ In case of immediate danger, call 9-1-1
(Verify that 911 is the correct number to use).
• Acts of physical aggression √ Avoid using force or restraint unless critically
necessary to protect yourself.
• Destruction of property √ Notify Corporate Security at 1-800-937-4928.
Avoid using force.
√ Be prepared to sign a complaint and respond
to prosecution.
Your Regional Security Manager is available for
immediate and ongoing consultation and support.
Workplace Disruptions