Sod is committed to effective, clear, and respectful communication within its own organisation and with its clients to ensure and the highest possible level of professionalism in the delivery and receipt of its services.
Part of this commitment is to maintain professional interactions between staff and clients which are free from all forms of bullying or harassment.
Bullying is defined as repeated unreasonable behaviour by an individual or group of individuals towards another individual that creates a risk to health and safety.
Harassment is defined as any behaviour that is likely to offend, intimidate, or ridicule another person. This can include physical, verbal, or written conduct.
Psychological and social safety in the way our services are delivered and received is essential for the well-being of employees and clients as well overall success of our working relationship. A strong and mutually respectful working relationship is key to our provision of quality services to our clients, which results in better-run projects.
The purpose of this policy is to ensure a safe and healthy work environment and to facilitate the highest level of professional interaction between our staff and clients, to protect the welfare and safety of our staff and the representatives of our clients
This policy applies to all Sod staff and client representatives.
2. Principles
All communication will be free of discrimination, harassment or bullying, in order to promote a healthy working relationship.
Clear, consistent and equitable communication is essential for effective delivery of projects.
All communications are presented in plain English language.
Sod and any client representatives will ensure that all staff and involved parties are aware of this policy.
All communication will be conducted free of discrimination, harassment and bullying. Communication will be respectful of confidentiality and privacy, and in compliance with the Code of Conduct.
3. Code of Conduct
If a client breaches the Code of Conduct, Sod may:
require the client to nominate an alternative client representative for all future communications; and
refuse service in accordance with the terms of this policy.
Respect:
Client representatives and Sod staff should treat all staff, other clients, and other service providers with respect and dignity.
Communication:
Client representatives and Sod staff should communicate with staff in a clear and courteous manner, and refrain from using offensive language or behaviour.
Client representatives and Sod staff should communicate their needs and concerns in a clear and concise manner.
Client representatives and Sod staff should refrain from making personal attacks or engaging in verbal abuse when communicating with staff
Feedback:
Client representatives should provide feedback on the services provided and raise any concerns or complaints in a constructive manner.
Use appropriate language:
Client representatives and Sod staff should use appropriate language and refrain from using offensive, derogatory or profane language when communicating with staff.
Refusal of service
Sod is committed to providing excellent client service to all of our clients. However, in instances where a customer is behaving in a rude or disruptive manner, we reserve the right to refuse service.
Examples of behaviour that may result in the refusal of service include:
Using offensive or abusive language or raised voices towards our staff;
Making threats of violence or engaging in physical violence;
Discrimination or harassment of any kind;
Sending unreasonably large amounts of correspondence to our staff;
Setting unreasonable deadlines for the provision of service, information or advice;
Any client who is refused service will be informed of the reason for the refusal and will be advised of any steps they can take to address the issue and potentially regain service.