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home / 世界杯决赛2022

opinion: it’s 2023 — it’s time to stop the abuse of our front-line workers

as we head into the new year, we can reflect on the joy...

by seema parmar

jan 13 2023
read time 3 minute read
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trouble at the check-in desk as travellers complain to airline customer service agent. image source / getty images
as we head into the new year, we can reflect on the joys — and frustrations — of the holiday season. in addition to time spent with family and friends, many of us suffered through flight delays, lost bags, line-ups at stores, and long waits in calgary hospitals overwhelmed by influenza, rsv and covid-19.
at times like these, we may have found ourselves talking to or on hold with front-line staff, including customer service agents, store clerks or health-care workers. when the pandemic began, canadians embraced front-line workers, offering support and encouragement. now, with front-line worker shortages across the workforce, too often the remaining workers are yelled at, belittled and even face physical aggression.
the hurt from insults and incivility can build up over time, leading to depression, low self-esteem, chronic stress and a host of other mental and physical health challenges. in the workplace, these impacts manifest as disengagement, absenteeism, strained relationships, stress leaves and turnover.
in my work advising businesses dealing with the growing burden of mental health in the workplace, i see an increasing number of companies seeking help to support and retain front-line staff who are suffering, going on disability leave or quitting altogether. we hear front-line workers describe the challenge of shouldering ongoing aggressive, offensive, and disrespectful attacks, until they are too stressed or anxious to come to work.
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in a recent harvard business review article, christine porath, a professor of management at georgetown university, revealed that a global survey of 2,000 front-line employees and people who observed them at work found 76 per cent of respondents experience incivility at least once a month and 78 per cent believe bad customer behaviour towards employees is more common now than five years ago. even though customers may not mean harm, the cumulative impact of these negative experiences, termed “microtraumas,” are anything but harmless for front-line workers.

the new year and post-holiday season offer us time to reflect on this disturbing trend and change behaviour in ways that will benefit us all. companies can post physical signs explicitly stating abusive behaviours will not be tolerated. they can train managers to identify and coach distressed employees and offer additional breaks and a “safe space” for employees to regroup. and they can equip front-line staff to manage and cope through verbal de-escalation training, simulations and various health and wellness supports.

as customers, each of us can take a minute the next time we find ourselves in conversation with a restaurant server or on a call with an airline representative and consider how to offset microtraumas in their lives with a “microkindness,” a smile, a thank you, or a “that’s ok.”
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research studies show small acts of gratitude and kindness provide mental and physical benefits to those who offer them, receive them and witness them. they increase serotonin (which improves mood) and decrease cortisol (the stress hormone). they can boost confidence, happiness and optimism. they can inspire others to pay the kindness forward. wouldn’t that be a win for all of us as we head into 2023, and beyond?
seema parmar holds a phd from the johns hopkins bloomberg school of public health and is a leader with cleveland clinic canada’s advisory services, a team of physicians, wellness experts and strategy consultants who help organizations improve employee health and manage organizational risk. she lives in calgary and is a volunteer board member with the calgary food bank and mosaic primary care network.

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