Opinion: Our front-line workers deserve better
It’s been a rough two years. With health, social, and financial uncertainty constantly surrounding us, the anxiety levels of our nation are at an all-time high. It’s why Pink Shirt Day (an annual, global anti-bullying campaign designed to encourage environments where all people can feel safe, valued, and respected) is even more important this year.
When we are in a heightened state of anxiety or stress, it’s common for those bottled-up emotions to be misdirected onto others. It’s why New Zealand’s domestic violence rates spiked during the 2020 and 2021 Covid-19 restriction periods, and it’s why Councils and other organisations across the country are seeing increased mental health referrals for their staff.
Front line workers, whether they be in retail, hospitality, or work as Council employees, are bearing the brunt of our nation’s Covid-19 fatigue.
At a meeting of Hastings CBD businesses last week, Councillors heard first-hand how retailers and hospitality providers are being abused about Covid-19 mandates, supply chain issues, and short staffing… all of which are outside of their control.
Meanwhile, Council staff (who even prior to Covid-19, were “easy targets” for individuals’ frustrations) are also experiencing higher levels of personal abuse.
Some will argue that one-off personal attacks do not meet the definition of bullying. But imagine coming to work each day, with a genuine desire to do your best to serve and support your community, only to be met with a stream of in-person and electronic abuse. While not necessarily perpetrated by one person, the cumulative effect of many people unconstructively offloading their stress can trigger all the same psychologic responses as a solo bully does.
Pink Shirt Day is an excellent reminder that we all play a part in creating environments where our front-line workers can feel safe, valued, and respected… and NO ONE deserves to be personally attacked.
By all means, let your local retailer know how desperately you need that product for your mother’s birthday. But don’t call them “incompetent”, if they can’t magically overcome international supply chain issues and get it by the date you want it.
You should absolutely let your local restaurant know if you’ve been waiting 40 minutes for your order. But don’t call your waiter “lazy” or “useless” because they are short-staffed, after rostered team members unexpectedly called in sick… they’re doing their best.
And please do continue to ask for more information and let Council know what you think of its proposed plans and projects... or if there is an issue Council can help with. But don’t call staff “useless thumb twiddlers” or “rule Nazis”, if a proposal or fix doesn’t go the way you hoped – especially if it’s due to conflicting requests from other parts of our community or legal restrictions.
Most organisations genuinely value constructive feedback from their customers and community. So, the next time you are frustrated with a service provider, please keep your comments focused on the issue. Don’t resort to personal attacks on individual staff. Play the ball, not the man.
Those are real people standing behind those service counters, bringing you your order and answering your calls, emails, and social media posts. They are experiencing the same stress and uncertainty as you… and they have a right to turn up to work each day and feel safe, valued, and respected.
Kōrero Mai, Kōrero Atu, Mauri Tū, Mauri Ora – Speak Up, Stand Together, Stop Bullying!
Wendy Schollum is a Hastings District councillor and Board Advisor to the Hastings City Business Association.
The opinions expressed in this opinion piece are the writer's and not that of Hawke's Bay App.
