Worker's Guide to Navigating Workplace Bullying

In the realm of Workplace Health and Safety Queensland (WHSQ), the term "workplace bullying" now encompasses behaviors previously categorized as workplace harassment.

Decoding Workplace Bullying: A Worker's Perspective

Workplace bullying manifests as repetitive behavior from an individual or group within the workplace, perceived by the worker as unwelcome and unsolicited. These behaviors are also deemed by others to be:

• Offensive
• Intimidating
• Humiliating, or
• Threatening (excluding sexual harassment)

It's crucial to note that workplace bullying doesn't include:

• Isolated incidents of bullying-type behavior
• Management actions executed reasonably
• Acts constituting unlawful discrimination, vilification, or sexual harassment.

Unveiling Bullying in Contact Centres: Real-life Examples

Workplace bullying in contact centres spans a spectrum of behaviors, ranging from subtle intimidation to overt aggression, such as:

• Loudly abusing a person in the presence of others
• Issuing repeated, baseless threats of dismissal or severe punishment
• Consistently ridiculing and belittling a colleague
• Leaving offensive messages via email or phone
• Sabotaging a person's work through deliberate misinformation or withholding of crucial details
• Maliciously excluding and isolating someone from workplace activities
• Offering persistent and unjustified criticisms on trivial matters
• Humiliating individuals with gestures, sarcasm, or insults, often in front of others
• Spreading harmful gossip or false rumors with the intent to cause harm.

Mitigating Risks: A Collaborative Approach

Employers can take several measures to minimize the risks associated with workplace bullying:

• Formulate and communicate a workplace bullying prevention policy
• Establish a system for managing both informal and formal complaints
• Evaluate the effectiveness of human resource systems regularly
• Provide comprehensive training on appropriate workplace behavior for all workers
• Ensure senior management serves as role models for appropriate conduct
• Intervene promptly in workplace conflicts to prevent escalation
• Foster open communication channels in the workplace to facilitate informal conflict resolution.

Navigating Psychosocial Factors: Understanding the Risks

Certain psychosocial factors may heighten the risk of workplace bullying, including:

• High work demands
• Low levels of control
• Inadequate support
• Ambiguous work roles
• Unaddressed workplace conflicts
• Poorly managed organizational change
• Insufficient organizational justice
• Limited recognition and reward.

By grasping these dynamics, workers can actively contribute to cultivating a workplace culture that deters bullying and prioritizes psychological well-being.