Violence At Work/Lone Workers

Unacceptable Behaviour

Unacceptable behaviour could include:

• Intimidation

• Threats

• Swearing or abusive language

• Invasion of personal space

• Personal attacks or insults

• Discrimination

• Sexual Harassment

You will never be expected to tolerate anything which puts your safety or dignity at risk while at work.

De-escalation

• Stay calm. Take slow, deep breaths, relax your shoulders and keep your body language open. Humans are funny creatures and our primitive brains can’t tell the difference between a person with cold risotto and a tiger trying to eat you, so this will send signals to your body that everything is okay and help you control your “fight or flight” response.

• Invite them to take a seat with you – it’s a lot more difficult to maintain aggressive posture in a sitting position and this in itself may help calm the situation. If they are part of a group it is also very helpful to move them away from the rest of the crowd so they have nobody to perform to or to keep them wound up.

• Keep the tone of your voice low and the volume reasonably quiet.

• Do not take it personally! How others behave is a demonstration of their character and values and nothing at all to do with you. A guest losing their cool is not a reflection of your competency or character. It may not be pleasant to be on the receiving end, but people often say things they don’t mean or act in ways they will later be ashamed of when their emotions get the best of them. If you can bring them back to calm without judgement and turn the situation around for them then I guarantee they will be grateful. If you can’t, that’s no reflection on you and not worth getting upset over.

• Try and empathise. While our first reaction when someone is behaving unacceptably is to be angry at them or to get upset, depersonalise the situation and consider: “This person is really struggling to control their emotions. It can’t be easy to be that angry all the time” or “Something else must be going on to cause a reaction like that”. This doesn’t excuse the behaviour, nor does it require you to accept it, but it can be easier to not take it personally when you try to understand where the reaction is coming from.

• Be prepared in your mind to switch from a passive approach to being more firm. If someone is feeling particularly upset, they may not even recognise that they a

• re shouting, invading your space or swearing. A firm but non aggressive “Please stop shouting at me”, “Please step back” or “Please don’t swear at me” can be enough to help them recognise they are behaving unacceptably and wind it back. Whatever you say though, don’t say “calm down!”

• And if none of that works, or if at any point you feel unsafe or that the guest has crossed a line, it’s time to get out of there.

• Do not argue or otherwise challenge the guest. If you are able to, a sincere “I can see you’re very upset, please have a seat and I will get a manager to help you” will let you politely leave. But if you are unsafe or the guest is being abusive or aggressive rather than just loud and angry in your direction, simply excuse yourself and immediately get a manager, no explanation needed.

Exit Routes

• If you sense at any time that a situation could become dangerous, you must always ensure you have a clear exit route and/or safe barriers between you and the aggressor.
  A good example of this could be addressing an issue in a guest room. Going alone, entering the room and letting the door shut could put you at risk. By staying in the corridor or doorway, wedging the door open or having a colleague holding the door open and ensuring you always have a clear route to the door you minimise risk to yourself should a situation escalate.

• The same applies anywhere in the hotel. Consider your surroundings and ensure you always have a clear exit and a place to go where you can put a closed door between yourself and a potential aggressor.

• As well as clear, safe exit routes for yourself, where possible it is also a good idea to ensure the guest has a clear exit route too. While you know they aren’t at any risk of physical harm from you, the subconscious fight or flight instinct is a strong one and removing someone’s “flight” option in a high stress situation can leave them feeling their only option is “fight”. You never want to find yourself in a situation where an aggressive person’s only exit route is through you!

• Ensure someone is always aware of where you are and have a plan to summon assistance quickly when needed.

Support

Any team member who has been the victim of unacceptable behaviour should be reminded of the support that is available to them:

• The should be encouraged to have a chat with a colleague to help them feel better, or if they need a bit more support, their GSM, BEM or even the People Team

• They can speak to one of Kew Green's Mental Health First Aiders

• Call the Employee Assistance Line which is available every day, 24 hours a day

• Use the resources on the health and wellbeing section of your HapiHub Health Benefits app.

The line manager will ensure:

• Lone working is avoided as far as is reasonably practicable;

• Emergency procedures are in place so that colleagues working alone can obtain assistance if required;

• A risk assessment is completed by a person competent to do so prior to colleagues working alone;

• Any colleague working alone is capable of undertaking the work alone;

• Arrangements are in place so that someone else is aware of a lone worker's whereabouts at all times;

• Persons working alone are provided with adequate information, instruction and training to understand the hazards and risks and the safe working procedures associated with working alone;

• Training records are kept.

The person conducting the lone working assessment will:

• Give consideration to the greater risks to expectant mothers and young persons;

• Involve the colleague who is working alone in the assessment process and the development of safe working methods;

• Advise the colleague undertaking the lone working of the findings of the assessment;

• Maintain a file of all lone working assessments.

Colleagues working alone will:

• Follow the safe working arrangements developed by the company for lone working;

• Take reasonable steps to ensure their own safety; and

• Inform their line manager/assessor of any incidents or safety concerns.