View Full Version : Swearing in the workplace
shoetreeworksop
25-02-2010, 12:31
Advice needed - a member of staff swore on the shop floor whilst a customer was in the shop. She admitted it to me, and now the customer has phoned up complaining to me, i wasn't in the shop at the time and the word used was the F word, this member of staff has slipped with her attitude and her work lately - what should i do - Acas have said the decision is mine and it would be on a sackable offense!
She's only been with for 10 months.
That's a tough one. Did she swear at a customer? If she did, then you should seriously consider firing her. But if not, she may have just made a mistake. Have you spoken to her about it?
m8internet
26-02-2010, 23:39
You need to refer to your disciplinary procedures
Swearing can take many forms, from context in adult humour right through to aggresive
I am known for swearing in the workplace, but it is always in the office areas and NEVER directed at members of the public (although they may overhear me, some may laugh, but I have made sure noone has ever been offended)
Equally, I NEVER swear at meetings, presentations, or on telephone calls
Moving to the issue in question
If the customer has made a formal complaint, then you MUST follow this up (as the customer can also make a case against you and claim compensation within three years)
If the member of staff made the remark DIRECTLY at the customer, and without good reason, then this can be considered as summary dismissal OR final written warning (on record for a minimum of three months)
If the member of staff made the remark and the customer overheard this, then this can only be considered for a verbal warning (on record for a minimum of three months), in the case of a second offence for a written warning (on record for a minimum of three months), in the case of a third offence for a final written warning (on record for a minimum of three months)
I suggest you get back to the customer and ask if they can put their complaint in writing, sent you PERSONALLY and marked "Private and Confidential"
You will then respond back in writing within 28 days
You can then put this letter to the employee, and this will stress to them how seriously you are taking it
Before arranging and confronting the employee with this you MUST ask them if they want a witness or representative present
Equally, you MUST have a witness or representative who should also take notes
Ironically, you may need to close your shop whilst this takes place, but you could do this prior to opening or at close of day
Final point
A few days ago you posted about an employee who wasn't pulling their weight
This wouldn't happen to be the same person?
If so, I would consider suspension on full pay (as per contract of employment) until further notice
You can then even invite the customer in, get their statement, plus have it witnessed by that same person you would bring to the disciplinary meeting
You then write (do not phone, so that it is on record) to the employee advising them of the date of the disciplinary meeting (seny by Royal Mail First Class Recorded)
I'll put £10 that they don't turn up, in which case you can put summary dismissal in effect!
m8internet I agree with you whole heartedly here!
I mean personally yes I do swear at work, never in front of customers or in any type of formal business meeting but I am human!
If she swore at the customer I would take it very seriously, if not and it was a genuine slip of the tongue, a warning would suffice in this instance I would say?
It all depends on you anf how you feel this employee works in general etc... If she is a good employee other than that then a second chance should be offered as she is good at her job and so on - if she is the same person who is not pulling her weight at work then perhaps stronger action at m8internet has advised should be taken?
you definately have lots of questions to ask and need to get a full version of events from her, then make an informed descision guided by your disciplinary process
I also swear at work, as in banter with the other staff, but my job is very challenging and you have to have the patience of a saint with the people we deal with on a daily basis, and feel like i could tell someone on the phone to f**k off at least 20 times a day lol but at the end of the day im at work, and if i dont want to lose my job then i have to remember where i am.
ive also worked in retail before and also no that its hard to hold ur tongue with some customers.
hope it goes well for you x
I also swear at work, as in banter with the other staff, but my job is very challenging and you have to have the patience of a saint with the people we deal with on a daily basis, and feel like i could tell someone on the phone to f**k off at least 20 times a day lol but at the end of the day im at work, and if i dont want to lose my job then i have to remember where i am.
ive also worked in retail before and also no that its hard to hold ur tongue with some customers.
hope it goes well for you x
Pookylu you sound like me on an average day! I have really bad ones where I have to put the phone down, rant and then carry on lol! Sometimes I wonder if it is worse over the phone than face to face in a shop as they cannot see you and therefore find it way easier to be abusive and so on?
I honestly do not think I have had any job where there was no stress involved hehe!
yeh i agree, if i am annoyed at something, if im talking to the person face to face then im alot calmer, over the phone i can really let rip lol! think most of our customers feel the same, i had a fair few off them today, glad to be home lol x
yeh i agree, if i am annoyed at something, if im talking to the person face to face then im alot calmer, over the phone i can really let rip lol! think most of our customers feel the same, i had a fair few off them today, glad to be home lol x
Tell me about it! In one of the places that I have worked some of the people were really awful - I remember one of my colleagues crying as one man bought her to the point of tears! They just don't listen sometimes and then he spoke to someone else and acted like butter wouldn't melt!
Dark Phoenyx
22-04-2010, 07:45
lol i normally wait till i get home and let rip. but i have two daughters now, so i had to find other ways to blow off steam. Ive noticed that swearing in a language people cant understand..... :D usually works. altho ive told my girls that anything i say in spanish when im angry is NOT to be repeated. So i got home from work, swore in spanish, and had my eldest look at me and start laughing. lol it immediately calms me down and i start laughing with her. :D
But at work? i bite my tongue and move on.
shopowner
22-04-2010, 22:10
I realise that owing to the passage of time,the original issue has probably been resolved,but I am saddened at the prevalence of the f word in common usage.
Although I am nearer retirement age than school leaving age, I have stood on enough terraces and been in enough dodgy bars to know the amount of swearing which goes on. I still would find it offensive to hear the f word used in mixed company in certain situations, and detest the language used by many young mums when chatting with friends and pushing prams.
I have asked the local police if they can do anything about casual swearing in the street, as many of my customers as well as visiting tourists are commenting on how disgusting it is. Sadly the police say they have been told to ignore it unless used in an aggressive manner against someone.
Having come from a working class background I hate to sound like an old fogey, but surely it isn't acceptable to swear as part of everyday speech ?
The relevance to the op is that I wonder if, due to the attitude of today's constabulary, using the f word can be criticised at all ?
Dark Phoenyx
23-04-2010, 08:24
the use of the F word in my opinion should be banned. I work hard daily reminding my girls that its not necessary to swear, and so far the dont seem enticed to at all. my working conditions have improved considerably of late, so my use of lude spanish has been reduced.
my girls have a brilliant way of dealing with it tho. instead of swearing they make up their own words. and these generally make you laugh more than the cuss actually having any negative effect.
Usualsuspect
25-04-2010, 16:38
Many of the replies here indicate that very few people can say they never swear. Yet there are two ways of looking at it. One is the act, the other the response. I think there is something good about a greater acceptance of swearing, since it allows for the release of expression without the corresponding taboo nonsense getting in the way.
Obviously ona shop floor its not really acceptable, but the idea that one could claim compensation for hearing the F word fills me with horror. Worse still is the fascistic idea of banning a word. Its only offensive because someone once told you it was offensive.
Dark Phoenyx
27-04-2010, 08:09
Exactly. and where it may seem more appropriate to say "oh fiddlestix" some would rather say the F word than have people ridicule them for using a word like that.
Exactly. and where it may seem more appropriate to say "oh fiddlestix" some would rather say the F word than have people ridicule them for using a word like that.
Meh as far as I am concerned I say whatever comes out - i think people who have a problem with it to that extent are uptight and need to be a bit more expressive to be honest?
shopowner
30-04-2010, 07:08
Usualsuspect wrote-
''I think there is something good about a greater acceptance of swearing, since it allows for the release of expression without the corresponding taboo nonsense getting in the way.''
I remember being told many years ago,either by a school teacher or my parents, that people who swear are showing their lack of vocabulary.I think it should be perfectly easy to show your feelings without swearing,but of course in the heat of the moment it isn't always possible.I have noticed that at football matches for example,or in surrounding pubs before and after, those who are using the most f words are usually those with the least intelligence.
Whilst I can understand that banning a word seems extreme,is it desirable to walk down the street and hear young mums with their children frequently using the f word as part of a casual conversation ? Personally I think it is part of the thin end of the wedge as far as standards go--if taken to it's logical conclusion it could lead eventually to public urination being seen as acceptable,or even sexual acts (Or a combination of the two for those who favour certain internet sites !!).
m8internet
30-04-2010, 09:16
This is going to get some of you...
Yes, a waste of money I know, but this was performed covertly, plus this has to be performed twice a year as part of the company Risk Assessment
I asked one of my time management team to attend two of our offices and four of our workplaces in the UK
Obviously the word got around they were on the premises, and that may have influenced results
However, what they didn't know was this person was actually monitoring the swearing and abusive language (as well as some other factors that had to be recorded)
The first set of statistics were taken in August 2009
The same premises and workplaces were revisted in February 2010
Obviously, not all the employees and duties were the same, but the sample was large enough to obtain a general overview
The F word (and combinations of) was actually used less often than any other word
The most common was the B word
General verbal abuse (innapropriate and incorrect use of words, such as lazy, stupid, etc) also occured, but was never reported
Shouting and raised voices was actually highlighted as the main issue
I have to agree as this has also resulted in the most reports and complaints
Where I work I don't think there is all that much swearing going on - yes it happens a few times a day from various people but its not a major problem?
shopowner
01-05-2010, 07:38
Interesting results from m8. Different words seem to be more acceptable in different parts of the country,and amongst different groups and generations. I think it goes to show how difficult it is to formulate or enforce many laws at a national level,as there will always be people who think the law is too severe or too soft.
Advice needed - a member of staff swore on the shop floor whilst a customer was in the shop. She admitted it to me, and now the customer has phoned up complaining to me, i wasn't in the shop at the time and the word used was the F word, this member of staff has slipped with her attitude and her work lately - what should i do - Acas have said the decision is mine and it would be on a sackable offense!
She's only been with for 10 months.
If you think she is worth keeping as a worker, then take the time to chat with her and find out what is going on. Give a dog the right name!
"Workers name" You have been with us for a while now, and I have been very happy with your dedication and effort attitude you have had with us. But these last few weeks your attitude and work has gone down from your normal standard, are you having any problems at home, is there anything I can help with?"
Well you get the jitz of what I am trying to say, just talk to her, or tell her to F@ck off!!! simples really :)
Cant wait to get some employees of my own one day :D
Hopes I handle them this good. (muahaha)
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