By Dr. Jason Price
The podcast currently has 22 episodes available.
"Bullying, at its core, is not an individual problem, spurred by one person, but an outgrowth of a workplace environment that either allows or encourages behaviours such as gossip, humiliation, belittling, gaslighting and exclusion.”
Those are the words of Associate Professor Dorothy Suskind in the introduction to her book about the predictable patterns that workplace bullies follow in selecting and persecuting their targets.
In this episode packed with information, Dorothy talks to me about her research, her own experiences and the psychology behind the harmful effects of predictable tactics like isolation, exclusion and manipulation used by workplace bullies.
There are two audiences for this episode:
1. People who are, or have previously, experienced workplace bullying. The patterns and harms described in this episode will help you to understand what's happened, and the steps you can take towards meaningful recovery, creating agency in your life and coming to terms with what's happened to you.
2. For leaders and HR professionals - someone responsible for others - you'll learn how bullies and their allies work in your organisation. It'll help you tackle the problem, and maybe show you how you're playing a role in the harm they cause to others (whether that's deliberately or inadvertantly).
Understanding these patterns helps people to prevent bullying, or to heal the harm where it's been caused.
LINKS
Episode show notes: https://priceperrott.com/podcast/ep6-predictable-cycle-of-workplace-bullying-patterns-and-consequences
Purchase Dorothy's book - Workplace bullying: finding your way to big tent belonging - on Amazon (affiliate link)
Dorothy Suskind’s webpage: https://dorothysuskind.com
Dorothy’s articles in Psychology Today: https://www.psychologytoday.com/nz/contributors/dorothy-suskind-phd
Emergency services are organisations held in high trust by the public. They’re people you can turn to and rely on. Rightly so, and the overwhelming majority of people working in emergency service roles are committed professionals or volunteers, dedicated to public service, and supportive of their colleagues.
So why then do research studies, media stories and independent inspections continue to show historic and current problems involving workplace bullying, harassment and sexual harm in emergency services?
How does the culture of an emergency services organisation create barriers that prevent those who’ve experienced serious misconduct, from speaking up about their colleagues - a phenomenon described in research as “the blue wall of silence”?
In this episode, I’m talking to Hollie Trollen - a lecturer in Criminology at the Sexualised Violence and Abuse Research Lab from the University of Chichester in the UK about her research into - and experiences of - sexual harm in the emergency services.
This episode may be confronting, and there are links provided in the show notes to a range of support organisations for anyone affected by the topics discussed.
Would you like to know more?
Visit priceperrott.com for this episode's show notes, support links, and to sign-up for exclusive subscriber-only content and analysis.
Dr Donna Stemmer is the founder of Workright23, a charitable trust based in New Zealand, that provides a platform for people affected by workplace bullying and harassment to document their experiences, get support and receive qualified advice on their options.
But Donna doesn't stop there, and she’s committed to working with organisations to provide anonymised data from complainants that can help them understand the true extent of workplace bullying, and what they can do to turn things around.
In this episode, Donna tells me about how Workright23 works and why it provides safety in numbers for people and organisations affected by bullying and harassment.
In a packed discussion, full of practical details, you'll hear us discussing:
• Why Workright23 is needed, and why targets shouldn't just go straight to HR to report workplace bullying
Would you like to know more?
Visit priceperrott.com for this episode's show notes and sign-up for exclusive subscriber-only content and analysis.
LINKS
https://workright23.com/au
Contact Dr. Donna Stemmer on LinkedIn at https://www.linkedin.com/in/drdonnastemmer/
This is the second part of Jane’s story. In the previous episode, we heard how Jane* - an experienced HR professional - found herself becoming the target of workplace bullying, and the impact of process failures on her physical and psychological health.
Armed with upheld investigation findings, Jane just wanted to get back into the workplace and get her HR career back on track, supporting others and making a difference.
When organisations respond to workplace bullying, do they support complainants in returning to work, restore relationships and learn from findings to build safer, more respectful workplace cultures?
Let's hear from Jane about what happened next, and her thoughts on the lessons that other leaders can learn about humanity, apology and integrity.
Would you like to know more?
Visit priceperrott.com for this episode's show notes and sign-up for exclusive subscriber-only content and analysis.
"Human Resources (HR) are here to help." That’s what most people will be told when they join an organisation - that Human Resources are the first port of call if they should ever witness or experience workplace incivility, bullying and harassment.
But how does it feel when someone “on the inside” in HR, has to go through their own process and raise a bullying complaint?
In this first episode of a two part series, we look at the experience of a committed HR professional who found themselves on the wrong side of bullying - and became a target themselves.
It’s a personal story of dedication and good intentions that turned into complaint process failures, delays, investigative mistakes, psychological and physical illness, and institutional betrayal.
Everything that an organisation’s response to workplace bullying shouldn’t be.
Would you like to know more?
Visit priceperrott.com for this episode's show notes and sign-up for exclusive subscriber-only content and analysis.
With insights, analysis and interviews, Life at the Sharp End helps people who want to create safe, respectful and high-performing workplace cultures.
People like you.
Together, we'll go beyond the bullet-points and explore the how and the why of real-world situations.
This is about learning from the reality of Life at the Sharp End.
Visit priceperrott.com for episode show notes and sign-up for exclusive subscriber-only content and analysis.
Good customer service isn't just about getting big things right, it's about the importance of service quality in every little action that's carried out. The little things add up to making a big impression, so it's your attention to detail in customer service that makes or breaks the customer experience.
In this episode, you'll hear two contrasting stories of how small details add up to customer delight and, conversely, customer dissatisfaction. You'll also hear how a failure to listen to customer feedback leads to increased dissatisfaction and a customer's intention to take their business elsewhere.
You'll learn three lessons you can apply in your organisation, to help you avoid customer dissatisfaction and ensure you're creating a positive customer experience that leaves people wanting to come back and bring you their business time and time again.
• LINKS •
Whilst organisations are increasing their investments in online customer service technologies, customer survey results still indicate a need to do better. What simple methods are there to improve online customer service and support, and deliver better ‘right first time’ service using online channels?
In this episode, you’ll hear case study examples of avoidable online service failure, and how following the ABC of effective online service makes the difference in providing a positive online customer service experience.
That brings improvements in customer satisfaction and first (or early) contact resolution, fewer unnecessary interactions, lower customer stress and builds the trust needed to achieve effective customer channel shift.
• LINKS •
In this third episode in my mini-series about improving the online and multi-channel customer service experience, you'll hear how Wellington Electricity's online app achieves the goal of moving customers from phone to online service.
What are the factors that persuade customers to use online channels for service delivery, and why does a failure of customer trust have long-lasting behavioural implications?
What is it about human psychology that you need to take into account when designing online customer services?
What are the business case criteria you need to consider in designing for online channel delivery?
You'll take away three key lessons about a successful online customer service experience that you can apply to your own organisation's digital channel delivery.
• LINKS •
In this second episode in my mini-series about improving the online and multi-channel customer service experience, you'll hear a case study of how a banking fraud team deletes customers' transactions without asking, because their back-office process doesn't allow them to send a secure message.
It's a story of organisational inflexibility and a refusal to learn from a customer complaint, that causes avoidable and unnecessary customer service pain. You'll find out why relationships matter and what to do when your relationship breaks down.
There are four lessons you can learn to avoid making the same mistakes with your own organisation's customer service.
• LINKS •
The podcast currently has 22 episodes available.