Have you noticed this too? I keep seeing signs saying, ‘Our employees have a right to be treated with respect, we reserve the right to refuse service to customers who are abusive towards our staff.’ What’s going on?
I think there are a few reasons for this:
I think there are a few reasons for this:
- Post-covid, there’s definitely heighted stress levels – so much change, in such a short space of time and locking people down inside their houses, is not what us humans were designed for. It’s a lot.
- Cost of living, economic uncertainty, is my mortgage rate going to be affordable? And that’s not to mention food inflation and the cost of energy. All of those financial pressures affect our wellbeing.
- Remote and hybrid working – whilst it might be great to be able to put on the washing, answer the door to another Amazon delivery and let the gasman in to fit your new smart meter, there is also increased challenge with working remotely: isolation, ‘lost in translation’ communications, missing the social scene of the workplace. These all affect workplace harmony.
- Open and clear communication – I know it’s hardly radical, but being very thoughtful about how, when and why you communicate within your business is a great first step
- Clear expectations – not just on a company but right down through to the individual level. It might seem obvious but how clear have you been about what needs doing, how it needs to be done, why it’s important, what good looks like
- Work-life balance – please don’t cringe when you read that! Even if you’re a small organisation, being open about how you can make this work in your company, will help. For example, realistic workloads, encouraging breaks, and supporting flexible work arrangements where possible
- EDI stands for equality, diversity and inclusion. If you’re prepared to think outside the box, consider other perspectives and encourage inclusivity you can reduce the likelihood of conflicts based on biases or discrimination
- Have you got a conflict resolution policy? Or a grievance policy? Or a mediation policy?
- Mediation is great before things escalate – it’s all about avoiding grievances with the aim of reaching resolution amicably. Contact a qualified external mediator who can be objective, impartial and doesn’t have any skin in the game
- Listening skills – we have two ears and one mouth, use them in that proportion, ask lots of questions and be curious about your team
- Training – what skills are lacking? Can your team leaders manage expectations, give and receive feedback, listen effectively? If not, invest in their training to save yourself expensive dispute costs in the long run