The Seattle Police Department offers monthly, free 'Women's Personal Safety Classes. I recently joined one, where the hosts recommended  a classic- The Gift of Fear, by Gavin de Becker.  

This world-renowned security specialist's message originally focused more on domestic violence. But it hasn't changed over time: always trust your intuition when it comes to danger. That weird feeling is a gift from your body. And it's rarely wrong. 

Safety is a life-long challenge for women. We're at greater risk of physical harm, and are socialized to dismiss warning signs in the name of "niceness". 

But what if you work in an industry where "the customer is always right"?  Essential workers are reporting a rise in  verbal abuse and attacks. Whether this is related to pandemic stress or not, employers and staff must work together to create a safe environment for all.


It's tempting to ignore warning signs rather than risk a potentially embarrassing or job-ending wrong call. It's easy to turn off your danger radar when surrounded by trusted co-workers. 

Employers and staff can get started with the basic concepts at Good Reads' Gift of Fear Quotes pdf, or ask about our on-site and virtual training and coaching services. 

The pandemic is global, but gun murders over mask requirements are unique to the USA. 

Bless the souls and families of the Georgia and Michigan workers who died doing their jobs while obeying laws that protect everyone. This is no judgement of them. 

But could these tragedies have been avoided through the simple de-escalation technique of asking a question? Or, perhaps it could have gained precious seconds for the victims to protect themselves?

Vaccines have made this small but potentially significant shift possible. Compare: "Sir, I'm afraid you might catch COVID if you don't wear a mask in our store. Can I offer you one?" to: " Sir, you can't enter without a mask." 

The former is a scientific fact that also reflects concern for the consumer. The latter is a command and more likely cause confrontation. Neither is unreasonable. Losing one's life over a scrap of cloth is.

Research from the Kaiser Family Foundation found a significant increase in anxiety and depression since the COVID-19 crisis began. Populations hit the hardest include: communities of color, essential workers, people ages 18-24, low-income earners, and parents. 

How much of your workforce falls into these categories? 
The Implications of COVID-19 for Mental Health and Substance Use captures the data, but what, if anything, should employers do about it? 

Don't expect emotional recovery to mirror the economic one- the pandemic is personal.  And forget the "boot strapping" cultural myth. We're in this together- even when we disagree on how to get out.  Developing and leading a genuinely caring culture may help your invaluable workers now, more than ever.​

Ezell’s Famous Chicken founder and Seattle native, Lewis Rudd spoke at The Food Institute's webinar on "Solving Today’s Labor Shortage" on June 3rd. It was moderated by Gerry A. Fernandez, President & Founder of The Multicultural Foodservice & Hospitality Alliance, who asked small and big restaurant owners and managers about creating a 'caring culture'. Rudd  shared how Ezell's decades of community involvement and "people over profit" flexible strategies kept them busy and fully-staffed through COVID. Still, he said it's important to understand that, although we all just went through a pandemic, everyone was impacted differently. He added, "People need to talk. And you don't know where they are unless you ask." 

Learn more about EXL Mediation's guide Pandemic Repair to help you lead similar conversations.