2. Examples of distressing conversations
3. Handling distressing conversations
4. Support
Distressing conversations may be overt anger or aggression displayed towards a person, inappropriate behaviour or threats of harm. Whether a face-to-face interaction, visiting customers in their homes, speaking to customers over the phone or handling a digital interaction, Foxtel employees may encounter conversations that are distressing.
Foxtel is committed to minimising the risk of harm to its employees from being exposed to distressing conversations.
Severity 1 complaints
A severity 1 complaint is defined as anything that has a potential legal risk, a risk to our brand or when the customer requires immediate attention. If the customer is referring to an issue classified as a severity 1 complaint, see Procedure - raise a severity 1 complaint for details on how to handle this.
1.2 Our responsibilities
Foxtel aims to provide service that is simple, caring and trusted. We are committed to ensuring that Foxtel employees treat customers with respect and vice versa. We will not tolerate behaviour that is abusive and causes harm to our employees. On the other side, customers may express a desire to harm themselves during an interaction with Foxtel. We have a responsibility to ensure customers are connected to available support channels when they find themselves in difficult personal situations.
Foxtel's responsibility
It is the responsibility of Foxtel to:
- ensure that we provide a safe working environment for all employees
- provide a process on the handling of distressing conversations
- provide skills training for customer-facing employees and their managers to ensure that we’re consistent in our approach when dealing with a distressing conversation
- monitor patterns of repeated antisocial behaviour from customers and take steps to mitigate the risk of incidents reoccurring
- provide support for staff who have experienced a distressing interaction when carrying out their duties.
Leader responsibility
It is the responsibility of leaders to:
- ensure this process is followed when an employee experiences a distressing conversation
- be alert to any escalating interaction that an employee may be dealing with
- intervene when staff find themselves in a distressing interaction with a Foxtel customer
- promptly report instances of distressing conversations via appropriate channels
- offer support to impacted employees by referring them to relevant counselling and support channels
- refer to the Support section for obligatory support measures that leaders must offer to employees.
Employee responsibility
It is your responsibility to:
- take all reasonable steps to protect their own health and safety
- follow this process when dealing with a distressing conversation
- ensure distressing conversations are recorded via notes in CORE on the relevant customer account
- report the distressing interaction via the Executive and Regulatory Team and their Leader to ensure appropriate action can be taken
- be alert to any escalating interaction around them and promptly alert a leader, so immediate action can be taken.
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2. Examples of distressing conversations
- verbal abuse, including name calling
- bullying, intimidation and/or harassment
- shouting and/or swearing
- derogatory comments about race, sexual orientation, gender identity, religious affiliation, age or disability
- actual (or the threat of) physical violence against a person or property.
Note: Isolated incidences of swearing at a situation (not a person) do not constitute abusive behaviour. If the abuse is directed at a Foxtel employee or continues after providing repeated warnings, the behaviour may be deemed abusive or aggressive.
2.2 Inappropriate behaviour
Examples of inappropriate behaviour include:
- vulgar expressions, noises or gestures
- sexual harassment
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asking highly personal questions, for example:
- what are you wearing
- are you married
- what’s your home address
- what’s your personal telephone number
- what’s your sexual orientation
- making sexually suggestive or lewd comments.
2.3 Threats to harm
Examples of threats to harm include:
- a threat to commit suicide
- a threat to harm themselves
- a threat to harm someone else (e.g. a family member)
- reports that they are at risk of domestic violence.
- physical threats to employees at a Foxtel group building
- customer makes a bomb threat to a Foxtel group building.
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3. Handling distressing conversations
3.2 Dealing with abusive or aggressive behaviour
3.3 Dealing with inappropriate behaviour
3.4 Dealing with threats to harm self
3.5 Dealing with threats to harm someone else
3.6 Dealing with domestic violence
Some customers may swear in general conversation which may not be aimed at you personally. It’s important to make the distinction between abusive swearing and the customer swearing as part of their everyday speech.
Customer-facing agents
When dealing with swearing:
- remain calm and avoid engaging in the negative conversation with the customer
- maintain a pleasant and understanding tone of voice
- ensure that you do not speak over the customer
- don’t take it personally - it’s not about you
- where possible, attempt to bring the conversation back to their original Foxtel enquiry
- take ownership and remind the customer that you want to help them and that you can only do that if they speak to you in a respectful manner
- ask the customer to refrain from swearing, but give the customer the opportunity to correct their behaviour
-
warn the customer that if the behaviour continues you will have to terminate the call, examples of warnings include:
- Warning 1: I’d appreciate if you could stop swearing. If you keep swearing, I’m going to end our call. I’m here to help you but we need to treat each other with respect.
- Warning 2: I’ve asked you to please stop swearing. I’m here to help but I won’t be able to continue if you keep swearing.
- Warning 3: I’m going to end this call if you keep swearing
- Termination Statement: I’ve asked you to stop swearing and you have continued, I will now disconnect this call.
If the customer does not stop this behaviour after the 3 warnings, you can terminate the call.
If you end a call with a customer because of swearing, you must:
- leave a clear note in CORE to explain why you have ended the interaction
- do not write the customer’s swear words verbatim
- alert your Team Leader to the call
- email the Executive and Regulatory Team (CustomerResolutionsTeam.Escalations@foxtel.com.au) and copy in your Team Leader to advise that you terminated a call due to swearing, including as much detail as possible (e.g. Contact ID, account number, date/time of call).
Leader
If you have a distressing conversation, your leader will:
- ensure they debrief with you to understand what happened
- provide time and space for the you to calm down if you are distressed
- offer external support contacts if required (e.g. Employee Assistance Program) - the impacts of abuse may not be felt until much later and it's important that you can access this support when required
- ensure a report is made to the Executive & Regulatory Team
- refer to the Support section for obligatory support measures that leaders must offer to employees.
Executive and Regulatory Team
The Executive and Regulatory Team will review the conversation to determine if there is a repeated pattern of abusive behaviour or the swearing was extreme. If this is the case, they will follow the Foxtel Generated Termination process.
3.2 Dealing with abusive or aggressive behaviour
Abusive or aggressive behaviour can differ to swearing alone. It could include name calling, derogatory comments about race or religion, shouting and attempts to intimidate or bully.
Customer-facing agents
When dealing with a customer that is behaving in an abusive or aggressive way:
- remain calm and avoid engaging in the negative conversation with the customer
- do not argue or retaliate
- maintain a pleasant and understanding tone of voice
- ensure that you do not speak over the customer
- don’t take it personally - it’s not about you
- where possible, attempt to bring the conversation back to their original Foxtel enquiry
- if the customer continues to behave in an abusive or aggressive manner, advise the customer that you will be terminating the call
- take ownership and remind the customer that you want to help them and that you can only do that if they speak to you in a respectful manner
- keep records of your conversations and take notes while speaking to the customer; this will assist to keep track of repeated abusive or aggressive behaviour and you will need to explain the situation to a team leader so these notes will help you explain what happened
- warn the customer: I’m here to help you and listen to you but we need to work together and be respectful to each other
- if the behaviour continues after providing a warning, you may end the interaction
If you are in a situation where a customer makes a racist or inappropriate comment, please immediately pivot back to the purpose of the call, and explicitly advise that the topic is not something you feel comfortable discussing. In the instance where this is relating to a recent event or situation, it's appropriate to display empathy for the situation, however it's important you do not engage in or agree with any racist comments or share your personal opinion or views on this.
Agent Scripting Options:
- "I understand you may have strong feelings on this situation, but my role here is to assist you with your Foxtel service. I cannot engage in discussions of that nature."
- "I need to bring us back to your reason for calling today. I am here to help you with your Foxtel service."
- "My apologies, but I cannot offer personal opinions or engage in conversations like this. Let's focus on your Foxtel service."
- "I must respectfully ask that we keep our conversation focused on your service needs. I am unable to discuss or comment on topics of that nature."
If you are unsuccessful in redirecting the conversation please refer to our step away / abusive customer policy as below:
Note: If the behaviour is particularly extreme, you may terminate the call without providing a warning.
If you end an interaction with a customer because of abusive or aggressive behaviour, you must:
- leave a clear note in CORE to explain why you have ended the interaction
- alert your Team Leader to the call
- email the Executive and Regulatory Team (CustomerResolutionsTeam.Escalations@foxtel.com.au) and copy in your Team Leader to advise that you terminated a call due to abusive or aggressive behaviour from the customer, including as much detail as possible (e.g. Contact ID, account number, date/time of call).
Leader
If you have a distressing conversation, your leader will:
- ensure they debrief with you to understand what happened
- provide time and space for the you to calm down if you are distressed
- offer external support contacts if required (e.g. Employee Assistance Program) - the impacts of abuse may not be felt until much later and it's important that you can access this support when required
- ensure a report is made to the Executive & Regulatory Team
- refer to the Support section for obligatory support measures that leaders must offer to employees.
Executive and Regulatory Team
The Executive and Regulatory Team will review the conversation to determine if the customer's behaviour was abusive or aggressive. If this is the case, they will follow the Foxtel Generated Termination process and notify the Head of Advocacy if there are any imminent threats to a person or property.
3.3 Dealing with inappropriate behaviour
Inappropriate behaviour differs from aggressive behaviour and swearing as it is often subtle and designed to cause discomfort. Inappropriate behaviour can include asking highly personal questions, making sexual or lewd comments or vulgar gestures/noises.
Customer-facing agents
If the question or comment feel inappropriate, then it probably is. Trust your instincts. It's OK for customers to ask general questions about which country you're located in, however it is not OK for the customer to ask personal questions about what you look like, how you're dressed, your sexual orientation or ask for personal information about you.
When dealing with a customer that is attempting to engage in an inappropriate conversation:
- try to bring the conversation back to what the customer is calling about
- do not provide any personal information that could be used to identify you
- if the inappropriate behaviour continues, advise the customer that unless they have an account enquiry, you'll need to end the interaction
- end the interaction if the behaviour continues.
If you end an interaction with a customer because of inappropriate behaviour, you must:
- leave a clear note in CORE to explain why you have ended the interaction
- alert your Team Leader to the call
- email the Executive and Regulatory Team (CustomerResolutionsTeam.Escalations@foxtel.com.au) and copy in your Team Leader to advise that the customer was behaving in an inappropriate manner, including as much detail as possible (e.g. Contact ID, account number, date/time of call).
Leader
If you have a distressing conversation, your leader will:
- ensure they debrief with you to understand what happened
- provide time and space for the you to calm down if you are distressed
- offer external support contacts if required (e.g. Employee Assistance Program) - the impacts of abuse may not be felt until much later and it's important that you can access this support when required
- ensure a report is made to the Executive & Regulatory Team
- refer to the Support section for obligatory support measures that leaders must offer to employees.
Executive and Regulatory Team
The Executive and Regulatory Team will review the conversation to determine if the customer's behaviour was abusive or aggressive. If this is the case, they will follow the Foxtel Generated Termination process and notify the Head of Advocacy if an employee is at risk.
3.4 Dealing with threats to harm self
Customers may make a statement that they wish to harm themselves because of the information we have provided, for example if their account has been suspended for non-payment or they have been direct debited without authority.
Customer-facing agents
When dealing with a customer who threatens to harm themselves:
- remain calm
- let the customer know that you care about them and don’t want them to hurt themselves
-
advise the customer that you have a duty of care to ensure that they are safe and they have the appropriate support, for example:
- I’m really concerned about what you have said, I would like to put you through to Lifeline who is Australia's leading suicide prevention service, they are available 24-hours a day. Are you okay for me to do this? I will also have someone from our senior team follow up with you regarding your complaint/enquiry.
-
provide the customer with counselling support phone numbers (you may also transfer them to one of these numbers with their permission:
- Lifeline: 131 114
- Beyond Blue: 1300 224 636
-
If the customer declines this support, offer to:
- Inside business hours – immediately transfer them to the Executive & Regulatory Team on 02 8336 0215
- Outside Business Hours – immediately escalate the call to a Team Leader or SME.
Leader
If alerted to a customer threatening self-harm, the leader will:
- take an immediate escalation if the Executive and Regulatory Team are unable to do so
-
express your concern that the customer has shared their intentions and that you’d like them to speak to a counselling support service:
- Lifeline - 131 114
- Beyond Blue - 1300 224 636
- advise we’re committed to resolving their enquiry so that it is not a cause of distress
- ensure the customer is in no immediate danger or encourage them to contact emergency services on 000
- email a report the Executive and Regulatory Team so contact can be made once they are open
- ensure they debrief with you to understand what happened
- provide time and space for the you to calm down if you are distressed
- offer external support contacts if required (e.g. Employee Assistance Program) - the impacts of abuse may not be felt until much later and it's important that you can access this support when required
- refer to the Support section for obligatory support measures that leaders must offer to employees.
Executive and Regulatory Team
The Executive and Regulatory Team will contact the customer to check in with them and provide further support and will resolve any outstanding account issues as required.
3.5 Dealing with threats to harm someone else
In extreme situations, a customer may threaten to harm you or someone else.
Customer-facing agents
If the customer threatens to harm you or someone else:
- remain calm
-
remove yourself from any immediate danger
- if it's a face-to-face interaction – remove yourself from the location or contact Building security
- note down everything about the threat that has been made
-
escalate the call if required:
- Inside business hours – immediately transfer them to the Executive & Regulatory Team on 02 8336 0215
- Outside Business Hours – immediately escalate the call to a Team Leader or SME.
Leader
If alerted to a customer making a threat to harm you or someone else, the leader will:
- take an immediate escalation if the Executive and Regulatory Team are unable to do so
- follow Foxtel's Emergency procedures
- email a report to the Executive and Regulatory Team so follow-up can occur
- ensure they debrief with you to understand what happened
- provide time and space for the you to calm down if you are distressed
- offer external support contacts if required (e.g. Employee Assistance Program) - the impacts of abuse may not be felt until much later and it's important that you can access this support when required
- refer to the Support section for obligatory support measures that leaders must offer to employees.
Executive and Regulatory Team
The Executive and Regulatory Team will:
- take the call if transferred live
- note down everything about the threat that has been made
- determine whether the behaviour is a credible threat or abusive behaviour
- if it is a credible threat, immediately notify the Head of Advocacy, Foxtel Legal, Security & Police Liaison so further action can be taken with law enforcement
- if abusive behaviour, follow the Foxtel Generated Termination process.
3.6 Dealing with domestic violence
Customers may express that they are dealing with domestic violence during an interaction with Foxtel.
We should advise the customer of the many support options available to those experiencing domestic violence (for more information, see Overview - Domestic Violence).
Encourage the customer to call emergency services on 000 if they are in an immediate danger.
Offer to transfer the customer to 1800 Respect (a National Sexual Assault, Domestic Family Counselling Service who are funded by the Australian Government’s Department of Social Services) on 1800 737 732. They are available 24 hours a day 7 days a week.
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4. Support
Foxtel is committed to supporting its employees following a distressing conversation. The below support measures are in place (and can also be accessed via Flash):
Customer-facing agents (onshore)
Onshore Foxtel Employees can access Foxtel’s Centre for Corporate Health Program. This is a free and confidential program that provides 24/7 access to tools and services tailored for personal wellbeing goals.
Employees can access support by registering on the Resilience Box website: https://app.resiliencebox.com or by downloading the app by searching "ResilienceBox" in the App Store or Google Play. Alternatively, you can call 1800 959 956.
Leaders (onshore)
If a Foxtel employee experience a distressing conversation, the leader will:
- lodge a WHS Incident report via the MyOsh portal, which will ensure visibility of the event and follow up support can be provided.
- register a referral to the Centre for Corporate Health by emailing eap@cfch.com.au or by calling 1800 959 956.
- ensure a report is made to the Executive and Regulatory Team using the Severity 1 process.
Manager support
Life Street provides a confidential coaching and advisory service for managers and team leaders called Manager Support. The service aids in navigating challenging situations and conversations as well as how to support the psychological health of a team member.
The Centre for Corporate Health coaches have HR and workplace experience combined with mental health expertise, they’ve also been managers themselves. They can help talk through a variety of concerns about an individual no matter how complex.
To access manager support, Foxtel leaders can email eap@cfch.com.au and a support team member will respond the same day.
Executive and Regulatory Team
It is recognised that the nature of work carried out by the Executive and Regulatory Complaints Team can be distressing at times. The team has access to the Centre for Corporate Health services 24/7 via the portal and can book in for an immediate appointment to debrief following a distressing conversation by emailing eap@cfch.com.au or by calling 1800 959 956 for a confidential discussion with a qualified coach, counsellor or psychologist.
Foxtel offers fortnightly proactive wellbeing check-ins with Case Managers to provide outreach and support.
Offshore employees
Foxtel’s offshore partners provide their own employee support service, Offshore employees should speak to their Team Leader about assistance programs available in their respective worksites.
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