POLICY
‘Zero Tolerance’ towards Unacceptable Behaviour
Under The Health & Safetyat Work Act 1974 Tingdene is committed to caring for the healthand safety of its employees. There is a legal responsibility for the company to provide a safe and secure working environment including the management of work-related abusive and violent incidents.
Tingdene operates a ‘Zero Tolerance’ policy towards abuse and violence against its employees.
The policy and non-acceptance of abusive or violent incidents extends to include contractors, concessionaires, customers, visitors, property owners,the guest of property owners and other related parties or companies who may have an interest in attending any Tingdene operation or communicating with our employees.
If an employee is found to be in breach of this policy this may lead to an internal investigation and, if deemed appropriate, disciplinary action in accordance with the company’s disciplinary procedure.
Zero tolerance posters (as shown below) are displayed in public and employee areas at all Tingdene Operations. Employees are encouraged to wear the ‘Respect’ pin badges provided by the company to promote the company’s policy.
The purpose of this policy is to address instances of unacceptable behaviour that may cause harm or the fear of harm to any employee within their place of work. Any such incidents will be reported to the relevant authorities and anyone who is extreme or persistent intheir unacceptable behaviour will, as a last resort, be excluded from the company’s Parks, Marinas, Hotels or Offices.
Persistent unacceptable behaviour refers to behaviour both within one encounter and/or over a number of separate encounters within a non-specified period of time.
This policy applies to all employees, who for the purpose of this document include: Directors, Managers, Supervisors and all other employees.
If a customer wished to lodge a complaint they should be directed to the company’s complaint policy andprocedure, conflictinrelationto complaintmattersshouldbe addressedviathe complaintspolicy. If whilst a complaint is being made, the complainant becomes abusive or aggressive then the content of this policy shall apply.
Definitions
Physical Assault is “the intentional application of force to the person of another, without lawful justification, resulting in physical injury or personal discomfort”
Non- Physical Assault is “the use of inappropriate words or behaviour causing distress and/or constituting harassment”
Unacceptable behaviour is, in addition to behaviours explicit above, any of the following (but not exhaustive):
Excessive noise e.g., loud or intrusive conversation or shouting.
Threatening or abusive language involving excessive swearing or offensive remarks.
Derogatory personal, racial or sexual remarks.
Malicious allegations relating to employees, other patients or visitors.
Offensive sexual gestures or behaviours.
Abusing alcohol or drugs.
Drug dealing.
Wilful damage to company property.
Threats of violent behaviour.
Violence and aggression are defined as:
Violence is the use of force against a person and has the same definition as “assault” in law (i.e. an attempt, offer or application of force against the person). This would cover any person unlawfully touching any other person forcefully, spitting at another person, raising fists or feet or verbally threatening to strike or otherwise apply force to any person.
Aggression is regarded as threatening or abusive language or gestures, sexual gestures or behaviour, derogatory personal, sexual or racial remarks, shouting at any person or applying force to any property or the personal property of any person on the Tingdene premises or any person carrying out work on behalf of Tingdene. This would cover people banging on desksor counters or shouting loudly in anintimidating manner.
Action to be taken in the event of unacceptable behaviour
Action to be taken in the event of:
1. An abusive telephone call:
All callers will be advised that the call they have made “May be recorded for Training and Monitoring Purpose”. Calls will not automatically be recorded, call recording will rely on individual employees turning on the call recording facility. (Calls relating to card payments made by clients will not be recorded at any time).
Employees must advise the caller that they find their language/behaviour unacceptable and that they will terminate the telephone call if the abuse continues. Employees must make the following statements in a calm manner:
1st Warning ‘I must inform you that I find your language/behaviour unacceptable and if it continues I will terminate this call – please consider this as your first warning’
2nd Warning ‘I must inform you that I find your language/behaviour unacceptable and if it continues I will terminate this call – please consider this as your second and final warning’
Termination Statement & Call Transfer ‘I have politely requested that you refrain from using language/behaviour that I find unacceptable on two occasions, I am very sorry but I must now terminate this call’, The call should then be transferred to Ext. 8200, (employees should hang up their phone as soon as the call is transferred to ensure the full message is conveyed) If the call is conducted
on a company mobile phone with no means of transfer to Ext. 8200, the call should be immediately ended.
Employees may terminate the phone call only when the two warnings have been stated.
Employees must document and inform their manager that a phone call was terminated indicating date, time and caller’s name and detailed nature of abuse and specific language used.
The manager will log the details on an incident reporting form, after which the incident will be managed by A Senior Manager.
Where a verbally abusive incident occurs, including racial, religious, homophobic or sexual language, the matter should always be reported on an incident form, after which the Manager will consider reporting the incident to the police.
A warning letter will be sent to the perpetrator only if we hold the relevant contact information to do so.
If having terminated acall,the customer places afurther call tothe company or employee, itis advised that the company automatic recording facility is turned on. This is achieved by the employee dialling *1 on their phone. Calls must not be recorded if the customer is providing card payment details.
The call recording facility is designed to assist the company with taking action towards or against aggressive or abusive customers. Employees should follow the same call termination process (1st Warning, 2nd Warning, Call Transfer to Ext 8200) if thecustomer continues to be aggressive or abusive. If the call is conducted on a company mobile phone with no means of call transfer to Ext. 8200, the call should be immediately ended.
Initial and any subsequent aggressive or abusive conduct should be recorded on the incident report form.
2. Customers or Visitors displaying unacceptable behaviour when on Tingdene premises:
Offenders will be asked to desist and offered the opportunity to explaintheir actions. Employees must make the following statement in a calm manner:
1st Warning ‘I must inform you that I find your behaviour unacceptable and if it continues I will ask you to leave the premises, please accept this as your first warning’.
2nd Warning ‘I must inform you that I find your behaviour unacceptable and if it continues I will ask you to leave the premises, please accept this as your second and final warning’.
Termination Statement ‘I have politely informed you that I find your behaviour unacceptable on two occasions, I am very sorry but I must ask you to leave the premises immediately ’.
If they fail to leave, assistance may be requested from a colleague and/or the police.
All incidents must be recorded and reported with accurate information that allows management to fully investigate on an incident reporting form.
At no time during the 1st, 2nd or Termination warnings issued during a telephone call or face to face meeting should the employee act back in an abusive or threatening manner.
Reporting and Investigating of Violence and Aggression Incidents:
All instances of actual or threatened violence and aggression are to be reported. It is important to remember that remedial measures cannot be taken unless management is aware that a problem exists.Incident reporting will be used to ensure thatother employees benefit from sharedexperiences and training can be realistic and relevant.
An investigation of incidents is a management role. Root cause analysis of all violent incidents will be undertaken by A Senior Manager with support from the Directors.
Specific Roles and Responsibilities
Managers/ Assistant Manager must ensure:
That all employees are aware of the contents of this policy and that they read the information applicable to them.
That an investigation is carried out after each Violence and Aggression incident in order to learn lessons, to look at trends and to assess control measures in place.
A Senior Manager is informed as soon as practicable, that a physical or serious verbal assault on an employee has occurred.
That the details of the incident are recorded as per the company’s guidelines.
In the event of a violent incident, to provide support to the victim as needed and refer to the counselling services if necessary.
Employees must ensure:
That they read this policy and understand how it is to be implemented in the event of violence and aggression incidents.
That the correct procedure is applied to prevent the escalation of any incident in the early stages.
That they comply with this Policy and its procedures and co-operate to ensure the incident is managed effectively.
That they notify their Manager, and complete an incident report if subjected to a Physical Assault.
Training and Implementation:
Tingdene recognises that the prevention and management of violent and aggressive behaviour against its employees, customers or visitors is an important part of the Health and Safetyof all, training should be provided where appropriate. These training sessions are inline with the mandatory training requirements of the organisation and form an extension of the 1st 24 Hours Training Programme adopted by the company.
Company Poster - The Company will produce posters to be displayed in prominent public locations.
Employee Pin Badge - Employees will be provided with pin badges to promote the “Respect” message.
Employee Double-sided Desk Top Tent Card - Employees will be issued with a desk top card that provides an immediate reference to the 1st, 2nd & Final Waring statements shown in the policy.
Incident Report Form - The Incident report form is available to all employees by logging onto the “TINGTEAM” web portal and is downloadable under “My Account” - Zero Tolerance. Once an incident form is completed the form should be passed to an employee’s Line Manager.
