Courses I deliver on the new Preventative Duty on Sexual Harassment convey the straightforward message that employers should not wait until an incident of sexual harassment has taken place before they take any action.
They should anticipate scenarios when staff may be subject to sexual harassment at work and take action to prevent such harassment taking place.
One possible scenario might well include telephone helpline staff who can often be the first targets of abusive callers.
Helpline staff should of course be supported with appropriate scripts to use in the event of abuse AND offered space to receive help, counselling or just a quiet space away from duty.
But go beyond a script with seven support measures!
In digging much deeper down than scripts, any good employer will try to determine if appropriate individual training, development, coaching or mentoring needs to be provided in at least seven related areas that will not only help in dealing with abusive calls but also the wider context for working in a comfortable and safe call centre or helpline environment.
These seven considerations should include a focus on: -
- Emotional Strength - Dealing with abusive callers is emotionally draining for staff. They may need help to manage their own emotions while remaining calm and professional in the face of hostility , aggression, harassment or abuse from the customer or service user.
- Conflict Resolution Techniques - Resolving conflicts and finding satisfactory solutions can be challenging, particularly when calls are upset or dissatisfied giving rise to personal abuse and harassment. Staff must have tools and support to navigate the situation delicately to de-escalate tensions and reach a mutually acceptable resolution. And know they have support if they decide to end an abusive call.
- Testing Empathy and Understanding- Staff need to demonstrate empathy and understanding towards service users, even when they are angry or frustrated. This requires active listening skills and the ability to empathise with the caller’s perspective while remaining impartial and focused on finding solutions. But again, knowing when to pull the plug on abusive perpetrators of sexual harassment.
- Performance Pressure:?Staff may feel pressure to meet performance targets or metrics, such as call resolution times or customer satisfaction scores, which can add to the stress of handling difficult calls. Staff may feel rushed or overwhelmed, particularly if there is a high volume of calls or tight deadlines to meet. This might just lead to putting up with abusive calls in order to meet targets. That should not be acceptable and staff should know they will get support without penalty.
- Personal Safety Concerns:? Staff may encounter callers who pose a threat to their personal safety, either through verbal abuse or physical intimidation. Ensuring staff safety and providing appropriate security protocols is essential in such situations. These Zero Tolerance protocols must be visible and well known to staff and callers alike.
- Communication Barriers:?Language barriers, cultural differences, or communication styles can present additional challenges during difficult calls. Staff must adapt their communication approach to ensure clarity and understanding, especially when dealing with diverse customer demographics including the different use and meaning? of some words
7.?Paperwork is critical – Defensible documentation is a defence against any form of harassment or abuse. Incident reports completed swiftly after an incident should capture Date and time of call/Identity of caller/Stated purpose of call/Duration of call/Synopsis of abuse/Action taken
Other Sexual Harassment Risk Areas
Other sexual harassment risk areas are identified in technical guidance from the Equality and Human Rights Commission (EHRC). They include: -
- Power imbalances
- Lone working
- Presence of alcohol
- Seasonal workplace events
- Customer-facing duties
- Events that raise tensions locally or nationally
- Lack of diversity in the workforce
- Workers being placed on secondment
- Inappropriate text and WhatsApp messages
- Personal relationships at work
#sexualharassment #workerprotectionact #preventative duty #tenkeyriskareas
