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'Take a stand against violent behaviour in A&E'


mike | 23-Nov-2011 11:25 am Andy Hamilton recently said 'when someone says 'we have a zero tolerance policy', I translate that to 'we are ludicrously over-sensitive'. He then went on to describe airport staff taking away a tube of his toothpaste, returning 5 minutes later with a very mangled tube of toothpaste, and placing it back in front of him. So he said 'If you like it that much, you can keep it'. Some other member of staff came over, and said 'We have a zero tolerance polciy to abuse'. Andy said 'That wasn't abuse - that was a complaint. If you would like me to, I can demonstrate abuse for you'. The problem, is that violent drunks are definitely a problem - yes, obviously. But 'getting wound up, because we have been waiting forever, and nobody is telling us what is going on' is not resolvable by a 'zero tolerance policy' (that approach leads to escalation, there), but calls for better communication with the people who are 'getting annoyed'.

Posted date

24 November, 2011

Posted time

2:48 pm