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Define hostile work environment
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Define hostile work environment
Discuss employment-law issues such as family leave, overtime, disabilities law, harassment, immigration and termination.
If you were to work in a "Call Center environment" taking irate and down right abusive calls from customers and told by management you could not hang up under any circumstances, and if you did hang up
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Forums » Topic Forums » Legal Forum » Define hostile work environment
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Define hostile work environment
posted at 7/27/1999 2:37 AM EDT
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Posts: 10
First: 7/8/1999 Last: 10/11/1999 |
If you were to work in a "Call Center environment" taking irate and down right abusive calls from customers and told by management you could not hang up under any circumstances, and if you did hang up, your job would be in jeopardy, would this be defined as an hostile work environment? What are the rights of the employees who take this kind of abuse on a day to day basis?
I'm also told that during initial training of the new hires, they are told they can hang up in these situations, but when they get into the call center, the rules change...none of this is in writing, however. |
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Define hostile work environment
posted at 7/27/1999 3:42 AM EDT
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Posts: 2217
First: 6/16/1999 Last: 12/13/2001 |
There can be circxumstances, for example, where an employee has been sexually harassed by a customer, brings the harassment to the attention of the employer who does nothing, the harassment continues, possibly exposing the employer to some liability.
Whether your case is of this type is an entirely different issue. You don't indicate whether the harassment you are being subjected to is sexual, racial, religious, etc., or none of the above. Title VII does not prohibit all workplace harassment; rather, it prohibits discrimination directed at a person because of his/her sex. The point is whether a person is treated differently because of their gender. Further, it is not clear whether the calls you are subjected to, while "irate" and "abusive", rise to the level of creating an objectively hostile work environment, or what your employer's policies regarding these calls are. Regardless of harassment issues, your employer may want to address the problems you have outlined, if brought to their attention. Indeed, the fact that this is how new hires are trained suggests the possibility that HR, for example, may not be aware of the nature and/or scope of the problem you perceive. |
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Define hostile work environment
posted at 7/27/1999 9:29 PM EDT
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Posts: 10
First: 7/8/1999 Last: 10/11/1999 |
Thank you for your response. The general consenous is some customers are very abusive with language used, gender bias and slang towards one's gender or the reps sexual preferences are made, threats on one's life are made,etc. At times, these phone calls can drive the employees to tears and "sickness" which is DX as stress induced and the employees must take time off. The managers are absolutely aware of the nature of these calls and they simply state it's the nature of the work involved in a large call center and once again, terminating the call is not allowed. At times there are also calls made to any female customer service rep which are for the sole purpose of phone sex. What can an HR manager do to protect the employee and also have the best interest of the company in mind? When suggestions are made, etc., managment doesn't appear to hear or take this situation serioulsy. I do see law suits in the future if nothing is done. I'm I overreacting? This is a very high volume call center with thousands of calls being answered daily by over 300 customer service reps. Thanks. |
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Define hostile work environment
posted at 7/29/1999 8:01 PM EDT
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Posts: 323
First: 6/15/1999 Last: 9/9/2011 |
I needed that little chuckle on this Friday...the end of a long, hot week.
Yes, the name "Hatchetman" does make one wary, however, I have found his responses to be (on the whole) experienced and informative. Sorry, I don't know how to help you with your harassment issue. |
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Define hostile work environment
posted at 8/2/1999 4:19 AM EDT
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Posts: 10
First: 8/2/1999 Last: 7/22/2000 |
If the customers were present in person and saying/acting in these ways, it seems sure that some of their behaviors would constitute harrassment of different kinds. Why does this not apply to phone customers? Just curious. |
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