Effective Date: 24th October 2023
Policy Objective: To establish the principle that our staff have the right to a safe and respectful work environment and to outline the steps our organisation will take to protect staff members from abusive behaviours by customers, including verbal, physical, and psychological abuse.
Scope: This policy applies to all employees of Nuco Training Ltd, across all levels and departments, and is to be enforced whenever staff interact with customers, whether in-person, over the phone, or via digital communication channels.
Definition of Abusive Behaviour: Abusive behaviour includes, but is not limited to, the use of aggressive, threatening, or slanderous language, sexual harassment, physical violence, discriminatory comments, or threats of any kind.
Staff Rights: All staff members have the right to:
- Be treated with respect and dignity.
- Carry out their duties without fear of being abused.
- Report incidents without fear of reprisal.
Procedure in the Event of Abusive Behaviour:
Immediate Response:
- Staff are entitled to end a conversation or interaction if they experience abusive behaviour. They should calmly and professionally inform the customer that the behaviour is inappropriate and is not tolerated by Nuco Training Ltd.
- If the situation escalates or the staff member feels threatened, they should seek assistance from a manager or security personnel, if available.
Reporting:
- All incidents of abusive behaviour must be promptly reported to management. Employees are required to document the incident in writing and communicate this to management via email. The report should provide a detailed account of the event, including the date, time, individuals involved, and any other relevant information.
- Management must record all reported incidents of abusive behaviour in accordance with our company's record-keeping procedures.
Management Action:
- Upon receiving a report, the manager must take immediate action to address the situation. This may involve removing the customer from the premises, contacting law enforcement (in cases of physical violence or threats), or taking other appropriate measures to ensure staff safety.
- The manager will follow up with the staff member involved to ensure they are supported and to discuss any further actions, such as counselling services, if necessary.
Follow-Up Measures:
- Each incident will be reviewed to understand its context and to decide on further measures with the customer involved. Actions may include issuing formal bans from the company premises or online platforms, loss of instructor registration, contacting the relevant authorities for legal action, or other measures deemed appropriate.
- Continuous training will be provided to all staff on how to manage and report difficult interactions with customers, focusing on de-escalation techniques and proper communication strategies.
Confidentiality:
- All reports of abuse will be handled with sensitivity and confidentiality. Information will be shared strictly on a need-to-know basis.
Non-Retaliation:
- Nuco Training Ltd prohibits retaliation against any staff member who reports an incident of abusive behaviour. Any concerns about retaliation should be reported to management immediately.
Policy Review:
- This policy will be reviewed annually or in response to changes in legislation, organisational changes, or significant incidents.