For decades, parents have taught their children “The Golden Rule:” Treat others the way you want to be treated. However, as adults with various life stressors and responsibilities, we often forget to follow that adage ourselves.
It’s no secret that if we treat others with empathy and respect, the response is more likely to be positive. This applies to nearly all service industries but is especially true for those that provide care for others. That’s why Calvin Millar, Director of Public Safety and Parking Services at William Osler Health System in Brampton, ON, Canada, chooses to focus on customer service as a means to reduce workplace violence.
Millar, a 2023 Campus Safety Director of the Year finalist, has drawn from personal experiences in both hospital and non-hospital settings to improve customer service throughout the system.
Traditionally, says Millar, hospital violence prevention training has focused on de-escalation, intervention, containment, and restraint. However, once a situation requires de-escalation, there’s already a possibility that it could turn into a violent encounter.
“Taking a look not just at healthcare but other industries, what do they do? What different things do I observe by walking into a restaurant or walking into a store? Customer service seemed to be the root cause or the root solution to a lot of these things,” he told Campus Safety. “When you go into a place and you’re treated with respect and you feel valued, you feel like someone is caring for you, it’s really hard to get upset or stay escalated if you walk in that way.”
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Amy Rock Editorial, LLC 