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The Delicate Business Of Harassment Reporting

Harassment reporting is by nature, a sensitive issue. When an incident of harassment in the workplace occurs, things can get tense, fast. For many of us, we don’t just walk into work each day, sit down, do our work and go home. We develop relationships with our coworkers: accountants, salespeople, administrators, and yes - human resources managers. Human Nature & Reporting Harassment Conflicts So when an employee, let’s call her Sarah, feels that she’s been harassed at work, she might be less inclined to report the harassment because she knows that the HR manager is friends with the accused. What does Sarah do now? Well, for a few weeks she puts on a brave face. Sarah continues to show up to work despite the fact that she is uncomfortable and watches the clock constantly; waiting for 5:00PM and a moment of relief. After a couple of weeks pass, Sarah begins to miss a few days...

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How To Comply With January 1st, 2020 Newfoundland & Labrador OHS Regulations Update

What Is The New Regulation? All over Newfoundland and Labrador, organizations are scrambling to comply with the new Occupational Health and Safety act update. There are some sizable changes that organizations have to undergo and not a lot of time to prepare. As of January 1st, 2020 the updated regulations will be enforced. With a little under a month to prepare, most of us start by asking, “What does the new regulation even cover?”. We’re going to take a look at what exactly has been updated, and more importantly, what it means for your organization. The changes to the regulations now capture incidents regarding worker-on-worker violence, and include provisions related to harassment in the workplace, which had not been previously included. In three sections the legislation covers violence prevention, a harassment prevention plan, and a risk assessment. Forcing ourselves (the business community) to reflect upon hazards at our own place of work is a healthy...

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Ethics Hotline Service

If there has been unethical behavior in your workplace, who does your employee call? Ethics and whistleblower hotlines are increasingly in demand at companies where management wants to be proactive about employee safety. In the 2018 Global Business Ethics Survey™, 53% of employee respondents in the United States personally experienced retaliation for reporting workplace misconduct. The good news is that reports of misconduct rise 94% when top management verbally promotes workplace integrity. The best managers want to provide a voice to their employees. Aside from providing a place to turn for your employees, ethics hotlines also ensure that you know what issues are occurring in your organization so you can promptly address them. So, what should you consider when developing an ethics hotline? How anonymous is the service? When you choose a third party to run your hotline, there is no chance of someone finding out who the caller is and no chance of retaliation....

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5 Ways to Maximize Your Call Centre Results

1. Use Interactive Voice Response (IVR) Many of our clients’ customers call to resolve a variety of issues, and we often need to direct callers to call back during the next business day, without taking a message. If this scenario sounds familiar to you, consider utilizing an IVR! This allows you to direct customers to different groups of agents for issues with different service requirements, or to direct customers with a specific issue to call back when you will be available to assist them. This also helps you avoid frustrated customers who have reached a live person, only to be told that they are not able to assist them. 2. Play Custom Auto Greetings While we strive to always answer our clients’ calls as quickly as possible, during periods of high or unexpected volume, there may be delays in answering the line. In order to take advantage of this, clients can use customized auto-greetings, or...

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5 Ways to Create a Culture of Compliance for Your Safety Program

In speaking with our customers, we see a wide range of policies and procedures related to risky employee safety monitoring protocols and policies, from strict to loose, depending on the job, culture, role, and more. Some employees may feel that these practices are "Big Brother"-esque, therefore causing them to shy away from compliance. Others perceive such tasks as a nuisance rather than coming from a place of caring. Whatever the motive for protecting your workers, here's some advice on how to create a culture of safety and compliance: Mandate your policy. Giving employees the choice to participate in a safety monitoring program that may add time to their day often means a lack of participation, putting you, your team and your productivity at risk. Mandating participation reduces your company's liability and reduces time managing varying levels of compliance. Make it unanimous across all divisions and regions. Having a unified safety monitoring protocol across all divisions and regions...

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Electronic Log Devices & Driver Safety Excellence

Changes are coming for the transportation industry! Drivers will now be mandated to use an Electronic Log Device (ELD), which allows for automatic, accurate tracking of hours of service. By the end of 2019, drivers and motor carriers in the United States must use ELDs to remain compliant (see details on the FMCSHA site here). Even if you’re a Canadian company, this will affect you if your drivers cross the border, and we can expect a similar rule to be introduced in Canada in the not so distant future. Benefits of Implementing ELDs Many companies may be using paper logs, logging software, or automatic on board recording devices (AOBRDs). This type of tracking is cumbersome and ineffective as drivers may underestimate their driving time, ignore their fatigue, or stretch their limits, causing risk to both the employee and employer. As well, ELDs will reduce paperwork and enhance productivity. While this regulation may seem to be an inconvenience...

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10 things we learned @ our industry conference last week

As business owners, we are constantly looking for learning resources on how to make our business a better place to work, run more efficiently, and be more profitable for all the stakeholders. Reading the latest NYTimes best selling business thought leaders’ books, Youtube videos, How- To conferences, and industry events. It’s hard to know where to spend your time and money. Although Cindy and I have done all of the above, albeit sporadically, depending on where we were in the growth of our company and our personal lives, one source for learning that we have found to be extremely valuable is our own industry event. Every year, CAM-X, The Canadian Association of Message Exchanges ( a name that we evolved to years ago, when we didn’t want to be called either an answering service or a call centre, which many are now proudly reverting back to ) holds a conference somewhere across our country, or...

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