Values


Reducing harassment, bullying and incivility in the NHS

It’s been a while since I last wrote a blog post. This article from Sunday’s Guardian has prompted me to put that right.

The NHS holds a special place for many of us. My family and I have had many occasions to be grateful for the care and support we’ve received at all sorts of times of the day and night. I don’t ever take for granted what we have here in the UK.

I’m also under no illusions, just because a service is filled with ‘caring’ professionals doesn’t necessarily lead to workplaces filled with peace, love and understanding. As the Guardian’s article makes all too clear.

The thing is, and the reason I felt moved to write today, in my experience many NHS Trusts are aware they face problems and recognise they have work to do to create productive, healthy, and mutually supportive workplaces. In many instances, they are taking practical steps to close the reality gap between the core values they espouse and the day-to-day experiences of some employees on the ground.

For example, we recently worked with a proactive NHS Trust that wanted us to use our drama-based, experiential approach to work with groups of employees to:

  • Establish a shared understanding of the kind of workplace they (and pretty much everyone in fact) want to work in;
  • Expose the extent of inappropriate and negative behaviours, including acknowledging their own individual shortcomings;
  • Recognise the impact such behaviours have on individuals, working relationships, and ultimately patient care;
  • Achieve clarity on what constitutes bullying behaviour;
  • Signpost where they can go for help and support;
  • Identify what each person can do to establish a more supportive and inclusive environment.

Over the course of 16 3-hour sessions of dramatised content, interactive electronic voting, and honest conversations we worked with over 350 operational employees from one hospital. The sessions were widely well received and valued.

Headline results from the sessions and a follow-up survey 6-8 weeks later included:

  • 98% of delegates on the day said the session helped them understand more what constitutes inappropriate attitudes and behaviours in the workplace;
  • 99% committed to helping create a more supportive and inclusive working environment;
  • 98% found the session worthwhile;
  • 35% of delegates went on in the weeks after the training to have a ‘difficult’ or ‘honest’ conversation in response to a situation or behaviour they thought was undesirable;
  • 83% had done all or some of what they planned during the training; and
  • 98% still felt the training had been worthwhile.

This is just one example of the proactive steps taking place in the NHS and the work we have been doing to help. On its own it won’t fix all the harassment, bullying and incivility that exists but, allied with other initiatives and changes, I believe it can help make a positive difference. As this delegate put it:

“I feel that changes are beginning.  There is still a long way to go.  I think that this course or its content should be part of the annual refresher so that these behaviours come to be automatic.”

As the saying goes, a journey of a thousand miles begins with a single step. If you want to create a more supportive workplace and would like to know more about our work with NHS clients, feel free to contact me.


Mirror, Mirror, on the wall, who’s the bullying and harassment scariest of them all?

We’ve recently experienced a big increase in enquiries for our Bullying and Harassment awareness raising workshops. I don’t pretend to know what lies behind the change, but I do know that in drama we have a powerful tool to make real headway dealing with the issue.

Uncomfortable truths

You might think a drama-based learning provider is a strange place to go to get to grips with a challenging cultural problem like this. But it makes perfect sense when you consider the mix of characters, perspectives, and all that messy human behaviour and interaction stuff that plays out daily in the workplace.

When things aren’t going well at work, every day is a kind of drama; one in which the ‘actors’ struggle to break free from the roles they’re playing. What we provide with our dramatised workshops is a mirror that reveals uncomfortable, but nevertheless vital truths that enable people to start to make a change.

All of which fits with John Kotter’s explanation of the change process as, put simply, people see something, then feel something, then change as a result. That’s exactly what we see happening in our Bullying and Harassment workshops.

A drama in three acts

At the start of our workshops, even before any dramatised material is presented, we ask delegates two questions. Using our electronic polling system, we ask them which of a range of negative behaviours they have witnessed or experienced at work in the last year. After reviewing the results, which typically reveal that many behaviours are more common than you might think, we then ask everybody which of those behaviours they themselves have demonstrated at some point in the same period.

I won’t deny it can be entertaining watching delegates squirm as they reflect on their own behaviours, but what happens next is telling.  The results are always lower. It doesn’t matter who we’re delivering to; board members, senior leaders, managers, front line employees or mixed groups, I can guarantee many fewer delegates report having done any of the things listed.

Somewhat mischievously, we suggest that quite clearly most of the delegates in the room don’t need to be in the workshop. Then we ask them what else might lie behind this pattern of results. Eventually, someone always says words to the effect, ‘It’s easier to observe faults in others than it is in ourselves.’ This is undoubtedly true, and it’s an insight we build on.

Perspectives

Next typically (we design for each client so exact content varies) we invite delegates to watch a short dramatised scene in which they see a team member grabbing a moment with their line manager for a ‘quick word!’  On first viewing, delegates’ sympathies tend to be with the team member.  What they’re asking seems reasonable and the manager’s reply is curt at best.

We then introduce delegates to the manager. They get to question them and learn a bit more about them.  Having introduced some more context in this way, we revisit the dramatised scene again. But this time we show it more from the manager’s perspective.  Same lines, but slightly different body language and inflections.  The impact is striking and it’s amazing to process with the delegates how quickly you can have sympathy with another perspective.

This is how we gently introduce people to the notion, summed in Robert Evans’ quote, ‘There are three sides to every story: your side, my side, and the truth.’ Or as we adapt it for delegates, there’s my world, your world and the ‘real world’. The real world is where we put the audience next; they become the outside eye, able to appreciate both perspectives, at least to some degree!

Learning into action

In our final slice of dramatised action, we show delegates a scene in which the characters exhibit a range of inappropriate attitudes and behaviours. Then, using stop-start (forum) theatre, we get delegates to explore how to challenge inappropriate behaviours when they observe them, as a bystander. It’s a safe opportunity for them to take what they’ve learned about what constitutes negative behaviour and about the different perspectives that are at play, and practise interventions to make a positive difference.

To be clear, we’re not saying the perpetrator or recipient of unwanted attitudes or behaviours don’t have a responsibility to do something about it. But in this exercise, we want to explore why and how we can all play a part in maintaining an inclusive working environment. In fact, we typically frame this and other parts of the workshop in terms of the organisations stated core values and behaviours, where they have them, so they become more than simply ‘words on a piece of paper’ (as one delegate memorably called them).

The end

Of course, all of this doesn’t stop negative behaviour in its tracks overnight. And we are always very clear with clients that our Bullying and Harassment workshop should never be a replacement for taking appropriate action with known perpetrators. It does, however, as our evaluation results show, increase organisation-wide awareness of what exactly constitutes unacceptable attitudes and behaviours. It also boosts delegates’ confidence to do something about it when they come across it. All of which helps explain why nine out of ten delegates see the workshop as a worthwhile session to take part in.

So, sad as it is to see requests for help with bullying and harassment rising, it’s really good to know we have a tried and tested means to offer practical, effective support.


If you’re interested to know more about our approach, feel free to get in touch. I can fill in the details, and we have video material and evaluation results we can share. Also, it’s well worth keeping an eye on our Events page for opportunities to catch one of our showcases.