BUSINESS: The Ultimate Resource

April 2003 Upgrade #7

ACTIONLIST
Dealing with Bullying and Other Forms of Harassment at Work
Getting Started
Anyone who has had the misfortune to suffer bullying at work will have found it demoralizing and difficult. Bullying and physical abuse lie at the extreme end of a continuum, with more subtle forms of harassment at the other end. What is tolerated in the workplace will depend very much upon the culture of the organization and the attitudes of its leaders. Some businesses, despite laws to the contrary, ignore all forms of harassment; others make a point of creating a culture where intimidation of any sort is cause for reprimand or dismissal. It is worth reflecting on your organizations culture to see what exists, both on and under the surface.

FAQs
I have seen a coworker being bullied without anyone intervening. What should I have done? Technically, the choice to deal with the bullying you witnessed rests with the one being harassed. However, this kind of behavior often affects the whole team, and you therefore have grounds to get involved if you wish. You could start by asking your harassed coworker about the treatment they received. The person may indicate that they dont want to make a fuss about it. Alternatively, you could give feedback to the bully, explaining the impact of their behavior on the team as a whole. When doing this, use good feedback techniques. For example, begin all your statements with I, and base them on things that you have personally observed. How do I know when joking turns to harassment? The difference between a good joke and harassment can be subtle. However, if the person being harassed is demeaned and disempowered in some way, or if the joke becomes personally critical and destructive, then the line has been crossed. I feel I am being harassed, but my boss disguises his actions in jest or reason. How do I deal with this? Bullies are skilled in undermining confidence, and victims begin to question whether they are doing something wrong, or perhaps imagining things. One way of dealing with this is to write down the incidents in a journal, including the context in which they took place. Ask for feedback from observers and include their comments. Over

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BUSINESS: The Ultimate Resource

April 2003 Upgrade #7

time, you will be able to see if there is a pattern to the treatment you have been receiving. Also, the record may be useful if you decide to take the matter further. I have seen victims asking to be bullied. How does this happen? Once someones confidence has been broken, they become easy pickings and can actually help to propel bullying behaviors. If this is the case, you should still approach the victim and express your concern. If the problem persists, you would be wise to bring it up in a staff meeting, or to report it to the persons supervisoror to another manager of equal or greater rank. As a manager, do I have a responsibility to report harassment elsewhere in the organization, even if it doesnt affect my staff? Yes, if it is destroying the morale of a valued employee and putting the surrounding people into a state of fear. Plus, there are laws about, and punishment for, treatment of fellow human beings in this manner. Bear in mind these legal obligations to your staff, but also remember that turning a blind eye to the problem may at some point make you culpable as well.

Making It Happen
Understand the Forms Harassment Can Take Any form of harassment is imposed upon an individual who does not ask for or welcome it. The recipient of bullying is often in a weaker position, physically, emotionally, or hierarchically. Victims are usually unable or unwilling to reciprocate, due to what they feel will be the unacceptable consequences that may result, such as an escalation of abusive behavior, threats of job loss, and so on. This dynamic enables the behavior to be perpetuated. Any form of harassment can have a serious impact on the morale of staff in the business, and can affect the performance and health of individuals. It is unlawful, and should be treated seriously. Harassing behaviors can include:

all manner of physical contact from touching, pushing, and shoving, to serious assault intrusive or obsessive behaviors, such as constant pestering, baiting, or dogging a persons movements tricks being played that result in risk or danger to the individual group bullying, where the individual is overpowered by a number of aggressors

General harassment may include:

the spreading of rumors, jokes, or offensive personal remarks written statements, letters, or graffiti

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April 2003 Upgrade #7

behaviors that isolate the individual and prevent them from doing their work effectively non cooperation, or sabotage of professional objectives pressure for sexual favors or participation in other non-work related activities obscene gestures and comments the orchestration of situations that compromise the individual manipulative political behaviors, that may include bribery or blackmail

If it Is Happening to You There are probably procedures in place to assist you in dealing with your situation, so check in the employees manual. You may be advised to report the incident(s) to your manager but, should you feel uncomfortable about thisfor example, if your manager is part of the problemyou may wish to go directly to your human resources director. Often, individuals find it hard to determine whether the line of harassment has been crossed. If they confront the perpetrators, they can be accused of being a poor sport, or worse. Such accusations are often leveled to mask what is going on, and can seriously undermine the victims confidence. So it can be helpful to seek feedback from those who may have observed any incidents. Their account may give you more ammunition to deal with the problem appropriately. Select your witness carefully thoughones you can trust to be allies throughout the ordeal, who wont flip on you under pressure. Determining whether the bullying/harassment is trivial or serious is paramount. If it is infrequent and seems harmless, try not to take it too personally. Bullying says more about the character of the bully than it does about you. But, if the bullying is persistent and escalates, you must confront it and report it. If You Are a Manager Having to Deal With Alleged Harassment Most people are reluctant to report harassment because of the potential impact on their position/job. So as a manager, you need to reassure them that their complaint will be taken seriously and dealt with fairly. You might also share with them the steps in the process, and estimate the length of time involved before a finding is made. It may also be worth giving them a few days in which to reconsider making a formal complaint. No pressure should be exerted to take the complaint further, if the recipient decides to let the matter goit is their choice and this should be respected. If the person decides to pursue the charge, the organizations policy manual should spell out how to proceed. It will probably involve investigating the details to establish what happened, and in what context. This may involve interviews with the victim, alleged abuser, and witnesses. Notesbased on facts, not hearsay and opinions should be taken and filed with the human resources department. Cases of serious assault are rare, but when they occur, they may go beyond the scope of the organization to deal with them. It may be necessary to contact a security officer or the police, and you may also need medical intervention and/or counseling for the victim, perhaps the perpetrator, and even some affected coworkers.
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The incident could also involve a non-employed third party, such as a customer. It is important to have a plan in place for such events, and then react in as calm and professional manner as possible. The more serious the problem, the more your employees will depend on you to bring the matter to a close as quickly and judiciously as possible. Minimizing collateral damage helps restore equilibrium more quickly.

Common Mistakes
Acting Before You Know All the Facts Wading in with accusations when you think you have witnessed an episode of harassment could make matters worse: you may have misjudged the situation. Unless the infraction is serious, it is best to observe and question before intervening. In this way, all parties are given a chance to explain their behaviors and resolve the situation without drama. You Mistake a Genuine Extrovert for a Bully Extroverts frequently speak their minds before really thinking about what they are sayingwhich can sound confrontational and be mistaken for harassment. Being extroverts, however, they are often receptive to questioning and eager to point out that they were just testing the boundaries, or joking. By sharing your perception and inviting theirs, it is possible to clarify and dispel the situation without further entanglement. You Dont Consider That the Bully May Need Help Too It is easy to assume that bullies are strong characters. Indeed, it is often to create this impression that they become bullies in the first place. They may bully to mask a lack of knowledge or skill. Or perhaps they are mirroring behaviors further up the organization, thinking that this may help them advance. One way of handling such a person is to offer them coaching, so that they can be helped to understand the underlying cause, and succeed in changing the behaviors.

For More Information

Books: Hornstein, Harvey A. Brutal Bosses and Their Prey: How to Identify and Overcome Abuse in the Workplace. New York: Riverhead Books, 1997. Namie, Gary, Ruth Namie, and Mark Hughes. Bullyproof Yourself at Work!: Personal Strategies to Recognize and Stop the Hurt from Harassment. Bellingham, WA: Work Doctor, 1999. Namie, Gary, and Ruth Namie. The Bully at Work: What You Can Do to Stop the Hurt and Reclaim Your Dignity on the Job. Naperville, IL: Sourcebooks, 2000. Web Sites: NoloLaw for All: www.nolo.com/lawcenter The U.S. Equal Employment Opportunity Commission: www.eeoc.gov
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BUSINESS: The Ultimate Resource

April 2003 Upgrade #7

The Workplace Doctor: www.west2k.com/wego.htm

Bloomsbury Publishing Plc 2003