When the COVID-19 pandemic first reached Aotearoa, initially the frontline staff were looked upon as heroes by our leaders, the media and certainly the general public at large.
That was some 20 months ago and now here we are, an escalation of anxiety, abuse and anger set upon virtually all frontline sectors ranging from our humble dairy owners to our sitting parliament.
This does not appear to be slowing in any shape or form. On the contrary, it is increasing in both the number of incidents and the severity of those incidents.
Some of the major issues many businesses are facing on a weekly or even daily basis include:
- Not wanting to wear masks or socially distance
- Verbal / physical threatening employees or customers
- Spitting on employees or customers
- Non-compliance or other unwanted behaviours
- Wanting to argue and to “be right”
As much as it is hard, you need to understand that this is not personal. Restrictions on personal freedoms, worldwide change and the new reality are major for many people and they react in different ways. Think of it this way – “They’re not intentionally trying to give you a hard time. They’re having a hard time.”
It’s really important that you upskill your team to be able to work through these situations as safely as possible. Burying your head in the sand and hoping that it will all ‘blow over’ is not going to provide the safest option for your people.
There is a range of techniques that customer-fronting staff can use. This can be from being able to assess intent – is this person coming through the door who is agitated likely to escalate this behaviour? What is their body language like? What are they actually saying? Where can I get to safety if I need to leave?
A lot of organisations have worked out a safety plan, but in the heat of the moment there may be gaps or flaws, which can always be improved, and OPSEC can help identify. All of these things culminating in a single act of aggression can potentially endanger your people.
Our trainers / facilitators are skilled in de-escalation techniques to help you deal with these tough moments. They’re working throughout the country to support frontline ‘staff safety and wellbeing.’ If there’s one thing you can do right now for your organisation, invest in ensuring you’ve done everything you can to keep them safe. Kia Kaha.
Jack Milford, QSM OPSEC Director
