Rlchard Pettlnger

SERIOUS PROBLEMS

As stated earlier (see Chapters 3 and 8), key concerns are bullying, victimization, harassment, and discrimination. Apart from the potential for lawsuits, these forms of behavior are destructive to collective morale, morally repugnant, and an abuse of power and position. They cause great damage to those who suffer them. It is essential therefore that organizations have simple, clear procedures for dealing with allegations about such behavior.

It should be clearly understood that false and malicious claims are extremely rare. If they do occur, then the effect is a form of bullying, victimization, harassment, and discrimination in reverse, and the outcome must always be the same wherever proven. Perpetrators should normally be dismissed.

It is also essential to protect staff from violence at work, both from colleagues and from customers and clients. This is a serious and escalating problem for those working at the frontline in education, social services, social security, and healthcare. Understanding and recognizing the potential for violence is essential, and this then has to be managed through the use of security guards and systems, and active support for those in vulnerable positions.

Staff in banking, retail, car, and other sales activities also suffer threats and acts of violence from time to time. Organizations have therefore to design premises and the environment so that this threat is

TEN STEPS TO MAKING STRESS MANAGEMENT WORK 117
minimized. Open premises, such as shops, have security cameras and in many cases security staff.

The presence of security systems is a psychological reinforcement. Where these are not present, staff feel vulnerable to any threat of danger, and this, in itself, is a source of stress.

5.