Creating a Safe Space for Customers and Employees: Conflict De-escalation Amid COVID-19 Restrictions

What are the options for staff training around conflict prevention and de-escalation?
Contact your HUB broker to discuss tailored training solutions for your staff available through HUB’s Risk Services Division.

What should I do if I have a member of my staff that does not want to comply with safety requirements?
Partner with your HR professionals and managers to take appropriate action based on the circumstances and conditions of employment. Imagine a construction worker refusing to wear a hard hat, a cook refusing to wear a hairnet, or a doctor refusing to wash their hands at work. Refusals to adhere to health and safety standards that businesses are required to follow need to be managed appropriately.

How do you encourage staff that are fearful of potentially hostile customer interactions?
First, make sure you have plans and procedures in place to address this and the staff has been trained on these new policies. If this has taken place, reinforce these steps to your employees and ensure they receive the adequate training to address these situations. This will show them that the company takes this seriously and has prepared for it. In addition, perform a pre-shift talk with them and let them know that their supervisor / manager will be there to assist them if any issue was to arise.

Some of our locations are small - how can we manage smaller spaces?
First understand you’re the reopening phase that your jurisdiction is in - these phases are very clear on capacity guidelines and restrictions. If your jurisdiction is allowing for outdoor seating (sidewalk or street), take advantage of that. However, be sure to clearly outline your barriers and post signage for rules you are following (i.e. outdoor dining only, 50% capacity indoor seating, etc.). Train your staff on what you will be following so they can clearly explain it to customers.

How should we be working with law enforcement?
Having a pre-existing working relationship established with law enforcement and other emergency responders in advance of an emergency situation is always prudent. Consider assigning a staff member to serve as a liaison to local police and reach out discuss your internal security and emergency response planning, as well as what kind of response you should anticipate if you require assistance from law enforcement.

How do you recommend handling people who claim to have medical exemptions for masks?
Carefully. How best to respond to claims of medical exemptions will likely evolve over time, and will also vary based on the jurisdictions you operate in. Plan and vet your organization’s position and response to this type of claim to ensure it aligns with current requirements and guidance from federal, state/provincial, and local health authorities, and your legal counsel. Train your staff to respond accordingly to ensure an interaction with a customer or client aligns with the appropriate response and does not create greater problems than the absence of the mask.

Often we have guests suggest we are over signing our new precautions and guidelines – which causes them not to read the signs. What are other ways to communicate social distancing / safety precautions so that guests feel prepared for their visits?
Finding the right balance for signage can be challenging. If you have deployed signage and you are receiving consistent feedback from patrons that it is overwhelming or confusing, you should definitely re-evaluate your communication strategy. Communicate what guests can expect across all of your communication platforms including online, by phone, and within your physical signage. Be consistent, clear, and concise. You can also consider having a staff member act as a greeter to explain and reinforce the process and expectations upon entry.

What is your suggestion if a guest does not want to comply and refuses to leave the premises?
Have a predetermined plan in place, train your staff to act accordingly, and do your best not to cause a situation to escalate. The unfortunately reality is you may be forced to call security or police depending on how defiant the person is.