UVP 128 When Clients Make You Uncomfortable

This week on the podcast, Dr. Andy Roark and Stephanie Goss are into discussion about what to do when client behavior makes the team feel uncomfortable but hasn’t moved into “firing” territory. When a client gets flirty, uses pet names or other language that make the team feel uncomfortable, how do we make sure the team feels safe? A few of the things that we discuss are: When it comes to headspace, we need to remember that the client is not always right. We also need to remember that it is our duty as practice leaders to protect our team from harassment, regardless of who is doing the harassing. Action steps that all of us can take to build awareness regarding harassment with our teams: Teach your team to recognize inappropriate behaviors/language The first sign of inappropriate behavior: when someone’s actions or conversation makes someone else uncomfortable. People who are making inappropriate comments will first ‘test the waters’ by making inappropriate jokes or mild comments to gauge response. If the other person dismisses the comment, they will likely continue with the inappropriate conversation or actions. Inappropriate touch/conversation is anything that makes you uncomfortable! It doesn’t matter what anyone else thinks. An action or remark could be considered harassment if you direct the client to stop, but that direction is ignored. Have a complaint process that your team knows about so they know who to talk to and when. Investigate when a complaint is made. Safety in numbers - use a buddy system when in the building at night, leaving work after dark and when in exam rooms with a client who anyone is concerned about. Lights, camera, action: cameras in rooms! Cameras can save lives. Be aware of state and local laws regarding recording and ensure compliance with required notifications but having cameras in the room can allow for impartial investigation since someone can literally see/hear what actually happened. Panic buttons aren’t just for the ER! Consider panic buttons for your exam rooms. Provide bystander intervention training (if you see something, say something) Steps for your team to take: Tell the client to stop, that it is inappropriate and making them uncomfortable. Report behavior to manager. Management needs a plan for how to handle it and the team should know what that plan is. Manager should speak to the client and let them know that the behavior(s) won’t be tolerated and must stop. If they don’t, the consequences will be… Sometimes law enforcement is needed (visual cue for people). Make sure your team knows they are empowered to call the police if they do not feel safe! Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Skills in 90: Level Up Your Practice Photos https://unchartedvet.com/product/level-up-photos/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag