Unresolved conflict can lead to harassment.
Interpersonal Conflict is caused by:
- Relationship Conflict
- Data Conflict
- Interest Conflict
- Value Conflict
- Structural Conflict
Some examples are:
- Personality clashes
- Poor interpersonal communication skills
- Strong emotions which can lead to:
- poor listening
Can be caused by:
- Lack of information or misinformation.
- Different views on what’s important.
- Different interpretations of information.
Can exist when employees have:
- Different or competing goals
- Personal agendas (not a team player)
Examples of value conflicts include:
- Different ways of seeing the world.
- Different background & personal experiences which creates different points of view.
- Different cultures, practices, traditions or beliefs.
- Employees may not be happy with their supervisor, manager or their position in the workplace.
- This may lead to employees:
- Ignoring established policies/procedures.
- Power struggles.
Dealing with Violence & Harassment
Diffuse a Threatening Situation
- Non-violent de-escalation techniques may help to diffuse a threatening situation.
- Be aware of “profiling” or “stereo-typing” someone, they may just be having a bad day.
- If you are concerned about an individual you should TAKE ACTION.
- Obtain assistance from your manager, supervisor, human resources, etc.
Tips for VERBAL Communication:
Dealing with Anger
- Treat people with dignity & respect.
- Do not be defensive; avoid a battle.
- Do not talk over someone when they’re yelling – wait – give them a chance to blow off steam.
- Instinct is to meet rage with rage, try to control your own emotional response.
- How you react could determine whether a situation is inflamed.
- Offer caring comments in a firm
- Stay centered & calm.
- Don’t threaten to call Police or report them. Even though that may be what you are planning to do.
- Allow time, listen & acknowledge the anger, let them know you see something is wrong.
- Be personable, make them believe you are interested in what they have to say.
- don’t underplay the situation
- don’t joke.
- insist you will do what you can to rectify the situation.
Watch your body language.
Tips for NON-VERBAL Communication
- Posture & poise is very important. Stand firm & tall.
- DO NOT touch or point at the person.
- Do not cross your arms or put hands on your hips. Do not act confrontational.
- Make eye contact, but don’t stare them down.
- Know when to terminate the meeting if possible.
- Plan your exit, try to position yourself so you are not blocked – Never turn your back.
- Do NOT fight. Leave the area.
- Get assistance.
Dealing with Bullying & Harassment
What to do about Bullying
- If you think you are being bullied, talk to someone you trust, your supervisor, manager, human resources.
- Document what is happening to you, what happened & how you felt.
- If more than one person is being bullied, make a collective complaint. This will be more difficult to dismiss as untrue.
- If you are going to confront the bully,
- focus on the unacceptable behaviour, not on attacking the person.
- explain situations where the behaviour occurs & the impact on others.
- If someone tells you about being bullied, take their complaint seriously.
- From the playground to the workplace, bullying happens,…because it is allowed.
- Courage on the part of those who can take action is vital!
Dealing with HARASSMENT
- If you are being harassed, the 1st step is to ask the person to stop.
- Let them know that you are embarrassed, humiliated, demeaned or otherwise bothered by what they are doing or saying.
- A person may not be aware that their behaviour is bothering you & will change the behaviour once they realize this.
- You could speak to the person directly, or put it in writing. Date it & keep a copy.
- Make note of;
- what the behaviour was,
- the date it happened,
- how you felt, what you did about it,
- names of any witnesses.
- If the harassment does not stop, continue to make notes.
Speak to a Supervisor
- If you feel that you are unable to deal with the individual directly, or you are uncomfortable doing so,…speak to your supervisor, manager, human resources, etc.
Intent doesn’t matter – only the impact matters!
Everyone plays a role in perpetuating & stopping harassment & bullying !
There are no innocent bystanders
- “Innocent” bystanders are active & passive participants
- Doing nothing is doing something!
- Take action!
Dealing with Phone Calls
How would you handle a phone call where the person is yelling & using abusive language?
Abusive or Threatening Telephone Calls
- Interrupt the conversation firmly, but politely.
- Advice them you will end the call if they do not stop using abusive language.
- Report the incident to your manager or supervisor.
- If the caller calls back, interrupt the conversation firmly, but politely.
- Remind the caller that you will not accept abusive treatment or language.
- If the abuse or threats continue, put the caller on hold & contact your supervisor.
If you do not know the caller;
Where possible be sure to note:
- exact wording of the abuse or threat
- accent, or distinctive voice characteristics
- caller’s knowledge of you/your organization
- any background noises you can identify
Responding to a Physical Attack
Responding to a Physical Attack:
- Make a scene, yell as loud as possible.
- If you are being pulled along, fall to the ground & roll.
- If someone grabs your briefcase, purse, phone, deposit bag, etc. DO NOT resist.
Throw the item to the ground away from the thief & run in the opposite direction, calling for help.
- Do not chase after the person.
- Immediately Notify;
- your supervisor
Responding to a Robbery
- Be observant !
- Note the robber’s height, weight, build, hair colour, etc.
Can you describe the robbery suspect shown on the previous slide?
- Remain calm – handle the situation as if you were making a sale to a customer. Keep the transaction short & smooth.
- Listen carefully to what the robber says & obey him or her. Ask for clarification, if needed.
- Speak only in response, do not volunteer information.
- If you must reach for something or move, ask the robber for permission to do so.
- Tell the robber if there is another employee around…so they are not startled.
- Immediately after the robber leaves, lock the door – call police & your supervisor.