In our experiences with staff from various organizations, it has become increasingly evident that discussions often gravitate towards the incidents they have personally encountered or those faced by their colleagues. A recurring theme in these conversations is the overwhelming sense of powerlessness employees feel as they grapple with a disturbing trend of conflict and violence in their workplaces, often coupled with a frustrating perception of inaction on the part of management.
This article seeks to bridge the gap between frontline staff and management teams by illuminating the communication breakdown within many organizations.
Understanding Conflict
At its core, conflict embodies a profound disagreement or an argument that can often stretch over an extended period. Consider the scenario of a customer complaint that begins with reasonable expectations on all sides. However, after the staff member has thoughtfully addressed the issue and proposed a viable solution, the customer may persist in disputing the matter, extending the argument far beyond its logical conclusion.
This persistence might stem from the customer’s narrow focus on a particular resolution, which may not be feasible, or a deep-seated hope for an unachievable outcome. Compounding this issue is the staff member’s lack of empowerment to set healthy boundaries or disengage from the escalating situation.
In today’s workplace, equipping employees with the necessary training and implementing realistic and achievable policies and procedures is not merely a legal obligation in most Canadian provinces; it is fundamentally essential for preventing and reducing workplace violence.
Conflicts may originate outside the workplace in various settings, such as shopping malls, community centers, and public venues. When individuals converge in a work environment, tension can spill over into the workplace setting.
Conversations with staff in such instances often reveal a pervasive lack of confidence in managing these situations. There may be little guidance on handling such incidents, or staff members may feel unsafe taking proactive measures. This indecision can further deteriorate situations, amplifying the challenges at hand.
Defining Workplace Violence
Workplace violence is often misconceived as solely physical altercations like fistfights or confrontations involving weapons. However, it encompasses a broader range of behaviours, including alarming incidents such as bear spray attacks in public spaces and escalations in a conflict that leads to staff members facing personal insults or, more disturbingly, threats and racist remarks.
When an individual expresses a clear intent to instill fear or intimidation, the situation transitions from conflict into violence. From a workplace perspective, this encompasses both physical risk and psychosocial harm, which can have long-lasting impacts on employee well-being.
Strategizing for Safety
Engaging staff and soliciting feedback is crucial to effectively establishing strategies for a safer workplace. At this initial stage, the emphasis should be on active listening rather than offering explanations. Management often dismisses staff concerns by attributing them to environmental factors, such as lighting or surveillance cameras. The truth is that while cameras may provide post-incident documentation, they fail to prevent crimes from occurring in the first place.
For employees to genuinely feel safe, actionable, real-time steps must be in place that showcase an organization’s commitment to intervention and prevention.
Some impactful strategies could include:
- Accompanying staff to their vehicles after shifts
- Allowing staff to park nearer to entrances during late shifts or in low-light conditions
- Providing staff with the authority and training necessary to establish healthy boundaries
- Fostering increased support and encouragement from management and supervisory personnel
- Collaborating with organizations like SCOPE Safety & Security for training and policy development
- Partnering with local law enforcement agencies to create comprehensive prevention plans
- Engaging with nearby community partners to bolster safety initiatives
Moving Forward
If your goal is to cultivate a safer workplace for everyone, begin by gathering insights from frontline staff and service users. Identify trends and shared sentiments rather than fixating on past incidents; this will provide a clearer understanding of the environment you are trying to improve.
Based on the feedback obtained, focus on refining your policies, procedures, and permissions to better support your staff's emotional well-being in alignment with your organization's values.
Should you seek assistance in developing best practices or require support, please contact SCOPE Safety & Security. We are equipped to guide your organization at any or all stages of your Workplace Violence and Harassment Response Plan.
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