1. Dealing with Difficult Situations
A Review of the Respectful Treatment Policy and Procedures
Presentation developed by: Karen Dunnett, Chair HR Committee, June 2014
Revised by HR Committee, May 2017

2. Preamble
What follows is an explanation of the informal and formal protocol for resolving issues of disrespectful behaviour in CFUW.
For further information regarding this policy and its application, see the attached Appendix B – User Guide
The full policy and procedure may be found on the CFUW members website at:

3.
If the link does not work, follow these steps:
1      Login to cfuwadmin.org
User name: viewonly
Password: cfuw4321
Click on Governance
Click on Organizational Policies
6      Click on Respectful Treatment Policy.

4. Policy Every person can expect to be treated respectfully in CFUW.
Every member, employee, and volunteer has the responsibility to cultivate and support a respectful and collaborative environment

5. Statement of Commitment
In any group differing opinions are normal but CFUW members commit to communicating in a respectful manner and honouring the dignity of all parties.
In any group conflict is normal but members commit to communicating with each other in a respectful manner and honouring the dignity of all parties. Can we add this? I’ve tried to reduce the number of words.

6. CFUW Recognizes:
its responsibility to build and maintain a diverse, respectful organization valuing the dignity and self-respect of every person and free of offensive remarks, material or behaviour.
conflicts and disrespectful behaviour may jeopardize an individual’s dignity, self-esteem and well-being and possibly undermine CFUW relationships, friendships and productivity.

7. CFUW Recognizes:
a truly respectful CFUW requires the cooperation and support of every person in the organization. Everyone is responsible for setting a positive example and behaving in a manner which will not offend, embarrass or humiliate others, whether deliberately or unintentionally.
that the principle of fair and respectful treatment is a fundamental one that CFUW commits to uphold for its employees, members and those who work with CFUW.

8. What is disrespectful behaviour?
Disrespectful behaviour includes, but is not limited to the following:
offensive or inappropriate remarks, gestures, material or behaviour
inappropriate jokes or cartoons including racial or ethnic slurs
grouping or isolating (example: on race or ethnic origin)
yelling or shouting
belittling
reprimanding in the presence of others, or in group s
aggressive or patronizing behaviour
embarrassing or humiliating behaviour
sexual harassment - unwanted physical contact
damaging gossip or rumours
covert behaviour, i.e. inappropriately withholding information, undermining, underhandedness
discrimination as defined under human rights legislation
Forming groups - working against the org. from within - anonymous communication – using lists without permission

9. When Disrespectful Behaviour Happens:
Address conflict as soon possible
Encourage the individuals involved to reach an agreed upon solution
Work together to resolve the conflict
Use the steps in the Procedure if the conflict remains unresolved

10. Procedures
This procedure outlines the steps that may be taken to ensure that the policy is followed
All members, staff and volunteers are expected to uphold the CFUW Respectful Treatment Policy and Procedures and to follow the Code of Ethical Behaviour (Put Link to Ethical Behaviour document) .
Confidentiality is essential at all levels

11. Informal Process Level 1 to 3

12. Level 1 Be proactive. Try to resolve the problem on your own.
Do not wait for a recurrence, or assume the problem will go away.
Approach the member/volunteer who made you feel uncomfortable; explain how it affected you and ask them to stop. Do this calmly, respectfully, and in confidence.
Often, a club member/volunteer may not be aware that her behaviour is offensive, and she will change her behaviour once she is aware of the problem.
Whenever another club member/volunteer approaches you regarding an issue of respect, careful listening, respectful discussion and honesty will often lead to a resolution.

13. Level 2
If you have attempted to resolve the problem without success, or if you are not comfortable addressing the problem on your own, discuss the problem and possible solutions with your club president.
If the problem is with the club president, contact one of the club executive members.
Confidentiality considerations should be discussed and agreed upon.

14. Level 3
If for any reason you are unable to discuss the problem with your club president or club executive, other avenues are available to help you resolve the problem. You may wish to contact your RD.
In the case of members at the other levels of CFUW (Provincial or National), go to the person above you in the organisational structure of CFUW.
Whether a formal or informal process is used, members are encouraged to take notes which reflect, as much as possible, the dates, times, nature of the behaviour, any witnesses, and what happened at the end of discussions.
These notes will be useful for anyone assisting in resolving the problem.
Is this a workable process? How long do you wait? Contact HR committee how long do you wait for a response – need to put time limits – need to clarify that this is different from the levels above ..

15. The Formal Process

16. What is involved in a formal process?
Steps in a formal process generally include the investigator doing the following:
Determining the facts by:
interviewing the person who has raised the concern
speaking with the person alleged to have acted disrespectfully to present the complaint and hear her response
interviewing all those directly involved
Recording the facts:
making notes of dates, times, conversations, etc.
keeping the individuals involved informed of information collected in the process
maintaining confidentiality amongst the individuals involved
Recommending an appropriate response:
Providing findings to the appropriate person or persons and to the HR committee and recommending an appropriate response
Split out into two

17. What happens when there is an example of disrespectful behaviour at the CLUB LEVEL that HAS NOT BEEN RESOLVED through the informal process?
Step 1. A verbal warning is given to the member from the Club President or designate, in consultation with the executive. The Club President keeps a confidential and objective report of the incident. At all stages of the process, the member is entitled to receive a copy of the report.
If the behaviour continues…
Step 2. A written warning is given to the member from the Club President or designate, in consultation with the executive. Again, the Club President makes a confidential and objective record of the incident.
Do we want to take out 4 and 5 and make them into separate slides?

18. The consequences escalate:
Step 3. Suspending or withdrawing of privileges:
Written notice is given to the member from the Club President or designate, in consultation with the club executive.
Consequences depend on the severity of the incident and may include: removal from Office or committee chair and committee membership, suspension of membership, and ultimately loss of membership
A report of the decision must be sent to the RD and regional VP.
See Disrespectful Incident Form (appendix A).
In the case of the behavior being that of the Club President, the Club Executive should follow the same procedure in Steps 1-3.
Regional Directors and Regional Vice Presidents are able to assist with this process and should be consulted.
They may provide advice to both sides, set up a conflict resolution process, assist a person who feels she has not been dealt with fairly, including helping with an appeal process.
Add something about third party appeal process?

19. What happens At the Regional/Provincial Council Level?
At all levels of the organisation the same policy and procedure applies but the reporting schedule differs depending on the position of the member within the organisation.
Records should be kept and dated at all stages. The member Is entitled to receive a copy of the report.
Decisions must be made in consultation with the appropriate person/persons.
If the behaviour involves:
a member of the Regional/Provincial council, the President of the Regional/Provincial Council reports to the National President.
a Regional/Provincial President, the regional/provincial executive reports to the National President.
a member of a Regional/provincial committee, the Chair of the committee reports to the Regional/Provincial Council.
In the event of a serious issue, the HR Committee is available to assist in this process.

20. What happens at the National Board Level?
Steps 1-3 apply at all levels of the organization but the reporting protocol differs.
If the behaviour is that of the President or a member of the National Board, advice should be sought from the Chairs of the HR Committee and the Governance Committee.
If the behaviour involves a member of a national committee, the Chair of the committee is responsible.
If the behaviour involves a Chair of a national committee, it is the responsibility of the VP to whom she reports. If the Chair is a National VP, it is the responsibility of the National President.
Could the 3 levels be combined at the beginning and then split into the 3 sections? Make sure these last three slides are personal – need a concluding slide chart add the reporting schedule

21. At all levels: This protocol is a guideline.
If a person feels she has been wrongly accused of displaying disrespectful behaviour as described in CFUW‘s Respectful Treatment Policy, or that the process has not worked for her, the individual may request help from the HR Committee by contacting the Executive Director at the National Office.
CFUW values all members and throughout the process opportunities should be offered for resolution and remediation.
I think if this becomes a separate slide, we can take this point off the Stage 1,,2,3 and free some space.

22. Communication
Results of any decision should be made to both parties and to those involved in the process at the same time

23. DISRESPECTFUL lNCIDENT FORM
Appendix A
DISRESPECTFUL lNCIDENT FORM
_________ Informal Report _____________Formal Report
Please note: Keep a copy of an Informal Report at the local level.
A copy of a Formal Report should be sent to the Human Resources Committee This can be done by . Send it to the Executive Director at National Office with Subject line: HR Committee Confidential with the documentation attached as Word documents. She will forward the with attachments to the Chair of HR Committee.
WHAT HAPPENED? (objectively state details)
WHO WAS INVOLVED? (include names of parties involved and witnesses, if any) 
WHEN AND WHERE DID THE INCIDENT TAKE PLACE? (specify the specific location, date and time of incident)
WHAT REDRESS WAS/IS BEING SOUGHT?
WHAT CONCLUSION WAS REACHED?
ACTIONS PREVIOUSLY TAKEN?
NEXT STEPS, IF NECESSARY?
REPORTING OFFICER
SIGNATURE DATE

24. User Guide Questions and Answers

25. The purpose of this User Guide is to initiate members to the document on CFUW’s Respectful Treatment Policy and Procedures.
It is not possible to cover all situations in this guide but the intent is that whatever the situation, a resolution should be sort in accordance with this policy.

26. What is a respectful organization?
A respectful organization is one that values:
diversity and the human rights of others related to their race, national or ethnic origin, colour, religion, age, gender, marital status, family status, any physical or mental disability and sexual orientation
the dignity of the person
courteous conduct
mutual respect, fairness and equality
positive communication between people
collaborative working relationships
The contributions of all members
Could we do a webinar?

27. What is disrespectful behaviour?
Disrespectful behaviour includes, but is not limited to the following:
offensive or inappropriate remarks, gestures, material or behaviour
inappropriate jokes or cartoons including racial or ethnic slurs
grouping or isolating (example: on race or ethnic origin)
yelling or shouting
belittling
reprimanding in the presence of others, or in group s
aggressive or patronizing behaviour
embarrassing or humiliating behaviour
sexual harassment - unwanted physical contact
damaging gossip or rumours
covert behaviour, i.e. inappropriately withholding information, undermining, underhandedness
discrimination as defined under human rights legislation
Forming groups - working against the org. from within - anonymous communication – using lists without permission

28. To whom does this policy apply?
This policy applies to all club members, staff and volunteers.
This policy applies to:
club meetings as well as to activities connected with the club, such as travel
conferences, club related social gatherings and interest group settings
written and spoken interactions (e.g. telephone calls, s, social media) between members, staff, volunteers and the general public.
Electioneering – buttons, etc. will we keep the same process for elections? Need to cover staff – phone calls, etc

29. How can club presidents and club executive promote a respectful organization?
They can:
model respectful behaviour
recognize and value diversity in the organization
foster an environment that supports the respectful resolution of organizational issues
inform club members and volunteers that the organizational environment is one based on respect
orient all members and volunteers to the organization’s Respectful Treatment Policy
monitor the club to ensure respectful behaviour is practiced
Check Ontario policy – using inclusive language

30. What are members’ responsibilities?
treat others with respect
set an example by respecting the dignity and human rights of all
recognize and avoid actions that offend, embarrass or humiliate others, whether deliberate or unintentional
listen and respond in a respectful manner to any discussion of disrespectful behaviour, including your own
raise the issue of disrespectful conduct with the person displaying it or with a person in authority (club president) as soon as possible. If you witness disrespectful behaviour, you may wish to speak with the individuals involved
refrain from frivolous or vindictive allegations of disrespectful behaviour
make every effort to resolve respectful treatment issues, where possible, in an informal manner
Clearly defined procedure – what do you do if the other person doesn’t respond? No alternative facts – checking facts – avoid rumour

31. What is a club president’s responsibility if an issue arises?
A club president or designated authority, in consultation with the club executive, is responsible to take action immediately upon becoming aware of any situation involving disrespectful behaviour.
She will:
recognize and address actions that offend, embarrass or humiliate others, whether deliberate or unintentional
treat each situation as a serious matter
manage the situation towards a resolution between the parties if possible, with a view to correcting behaviour and preserving long term relationships
safeguard against further incidents
provide support to all members/volunteers who are experiencing the effects of disrespectful behaviour
consult with the regional RD/VP if the situation cannot be resolved between the parties

32. What are the roles of the Regional Director (RDs) and regional VP?
Regional VPs, with the regional directors (RDs), have the following responsibilities:
promote awareness of CFUW’s Respectful Treatment Policy
consult with and provide advice to Club Presidents
receive complaints from Club Presidents and recommend appropriate action
conduct investigations, as required
work collaboratively with others involved
Add code of ethics reference

33. What should you do if you are accused of disrespectful behaviour?
attempt to resolve the situation by listening and trying to understand the concern
be open to the other person’s perspective. For example, something which you consider to be humorous might be offensive to someone else
consider the impact of your actions on the other person
be willing to make reasonable changes that could make a difference. Often a sincere apology and a commitment to refrain from the behaviour at issue is sufficient to resolve the situation in an informal manner
if the issue cannot be resolved at the club level, seek assistance from your RD to mediate the issue.
keep your involvement and nature of the complaint confidential
Add scenarios suggest role plays, etc.

34. What can you do if you are treated in a disrespectful manner?
Speak to the person and try to arrive at an amicable resolution
If this does not work, discuss the problem and possible solutions with your Club President or a member of the Club Executive
If the issue cannot be resolved at the club level, seek assistance from your RD and/or Regional V.P. to mediate the issue.
An informal resolution of an issue is always preferable but not always possible. Whatever happens, be respectful of CFUW’s policy on confidentiality.

35. What support is available to VPs, RDs and Committee Chairs?
The Human Resources Committee may provide support and can be contacted through the National Office.

36. listen and explore the issue discuss the process to be followed
How should a club president or other designated authority communicate with an individual raising a concern? She will:
listen and explore the issue
discuss the process to be followed
direct the individual to keep the matter confidential
inform and support the individual throughout the process
inform the individual of the investigative findings and actions taken by the club
ensure the situation is documented appropriately (see Appendix 1 for the form).
Make active voice reduce the number of words

37. inform her of the complaint
How should a club president or other designated authority communicate with an individual alleged to have committed disrespectful behaviour? She will:
inform her of the complaint
give her an opportunity to respond to the allegations
discuss the process to be followed
direct her to keep the matter confidential
inform her throughout the process
inform her of the outcome of the investigation

38. Are complaints kept confidential?
Club presidents and executive will keep the details of a complaint confidential to the best of their ability. However, confidentiality does not mean anonymity because witnesses may be involved
Is there a rule about keeping complaints? Do you use names – keep records, etc. Are they kept with the chairperson? Confidentiality not even discussed with board – chair person would keep a private record but when does it go - record keeping?

39. What if a club member/volunteer makes a false allegation?
If the investigation by the appropriate level of authority proves that the complaint was deliberately made for frivolous or vindictive reasons, the individual making the false allegation is then subject to action as decided by the appropriate hierarchical authority. Results of any decision should be made to both parties and to those involved in the process at the same time

40. What are the Steps in a formal process?
Determining the facts by interviews with those directly involved
Keeping a record of the facts, while maintaining confidentiality and informing those involved of the information collected
Recommending an appropriate response.
Refer to the Formal Process description in the Respectful Treatment Policy for detailed information.”