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The lifting of provincial and regional mask mandates is welcomed news for businesses and customers alike.
While restrictions remain in place for public transit, long-term care and retirement homes, shelters and jails, the decision to keep masking, vaccination, or daily screening policies in place has basically been left up to individual employers who must also consider their obligation to protect workers under the Occupational Health and Safety Act.
When it comes to businesses that wish to keep masking in place, setting out clear expectations in a policy is essential – especially for businesses that are public-facing, says Dr. Nadira Singh, Chair of Business at Conestoga College Institute of Technology and Advanced Learning.
“The first thing you have to be clear about is posting your signage. You have got to let people know you are protecting your staff and your customers,” she says, recommending businesses also post any policies on their social media channels as well. “You want to make sure they feel safe being in your business.”
Carrie Thomas, founder of Nimbus HR Solutions Group, agrees and recommends changing the wording on signs to ‘freshen’ that messaging and suggests even moving them to another location in the business to draw renewed attention.
“Sometimes, we get so used to seeing something that we don’t see it anymore,” she says. “That’s how humans are built.”
Consistency, says Carrie, is key and that really knowing your customer base or employees can assist employers anticipate any potential reactions.
“You have to make sure you communicate your policy to them,” she says, noting that conveying to them the policy may be reviewed considering how rapidly public health directives can change may allay concerns, especially if someone is confrontational. “That would not be an untrue statement because many businesses may decide to review their policies on a monthly basis, while others may look at it on a weekly basis.”
Having a well-thought-out policy in place that employees can clearly deliver and understand will provide them assistance when working with customers.
“As individuals enter a business, hopefully they have seen the signage and will comply. But if they don’t, then we need to ask them for compliance,” says Nadira, adding training employees to read verbal and non-verbal cues has become vital during the pandemic when it comes conflict resolution.
She says offering alternatives to customers, such as providing them with masks if they don’t have one with them or offering curbside pickup, may help.
“You want to make sure you are keeping your customers and that at the end of the day, you are also protecting everybody,” says Nadira.
Carrie agrees and suggests keeping the politics surrounding COVID-19 out of any policy decisions, noting talking with employees should be the first step.
“You need to talk to your staff and figure out where the comfort level is for all of you,” she says, explaining that focusing any policy on the health and safety of your employees and customers sends a more positive message.
She says showing employees they are valued will go a long way.
“Trying to find employees is tough right now,” says Carrie. “I said at the beginning of the pandemic, how an employer treats their employees through this is going to determine how easy it is to find staff after it ends. The employers who have taken care of their people during COVID-19 are not the ones who are going to have a problem finding staff.”
For more about Nimbus HR Solutions Group, visit https://bit.ly/3DgoWve
Key pieces to a mask policy:
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The pandemic has created new opportunities for many workplaces.
The terms ‘hybrid’ and ‘flexible’ have become commonplace as companies and businesses formulate plans for their staff to return to a work environment that’s going to be far different than the one many left when the pandemic first struck in March of last year. But that return won’t come without its challenges.
“We’re seeing a ton of anxiety out there right now as more and more employers start thinking of having people come back to the office,” says Frank Newman, who operates Newman HR.
A survey conducted by KMPG Canada in the spring as vaccinations began to ramp up showed that 81% of Canadian workers were worried their employers and managers were not equipped to handle a return to work properly, and nearly two thirds of those surveyed wanted to go back to their workplaces but COVID-19 remained their core reason for reluctance. In fact, 68% said that working alongside colleagues who may be sick or asymptomatic was a top concern.
“People have gotten very comfortable and generally quite productive working at home,” says Frank, adding the comforts of home and no commuting have become big draws for many. “I would say people are 90% to 95% as productive as they were working in the office. But clearly, we’re missing some of those creative exchange of ideas that come from sitting next to someone or from random conversations.”
In effort to quell the concerns of returning employees, he has been recommending to clients they create an open dialogue with their team to identify their worries or fears.
“It’s a little like when an employee returns from a maternity or parental leave. We just assume everything is the same but what we don’t realize is that they have undergone a bit of profound psychological change and I think we kind of had that experience working at home,” says Frank. “Companies have to try and understand what might have happened in employees’ lives while they were away. Some of us may have had loss and some of us may have had catastrophic things happen.”
Therefore, he says employers need to create or enhance their Employee Assistance Plans, especially around access to counselling, financial or legal supports – not just health, RRSPs and dental benefits.
“I think more companies have recognized how stressed people have been,” says Frank, noting some employees may be reluctant to access these supports fearing word may spread in the workplace. “These programs are run with the highest sense of ethics in place in terms that nothing gets shared, even with your HR department. There shouldn’t be any fear about utilizing an EAP program if you have one.”
As well, he says vaccination policies are a huge concern and appear to be ‘all over the map’ in some workplaces and stressed that whatever stance a company takes regarding its own policy, it should be clearly defined for the employees.
“You want to make sure you’re talking about why you’re doing a policy, regardless of what it is because people need to know,” says Frank. “We want to keep people feeling safe at work.”
He says optimism appears high right now regarding bringing workers back and expects to see even more people return starting in January.
“I’ve got clients in virtually every sector. And the most challenging time right now is in the restaurant and food services industry,” says Frank, explaining vaccination passports and the fact fewer people have been dining out are continuing factors hitting this industry hard.
Also, he says workplaces with an office and a production/manufacturing component also may see the natural divide between the two widen since the office workers likely were allowed to work from home during the pandemic.
“Companies have to be thoughtful about how they show appreciation to those people who’ve been at the workplace every day,” he says, adding celebrating the return of employees in a positive way would also be beneficial. “I like the idea of giving something tangible, like a gift card perhaps.”
Frank says connections must be cultivated as people return to their offices.
“What we’ve learned from this whole process is that finding ways to connect with people is so important,” he says.
For more information, visit Newman Human Resources or contact Frank Newman at 519.362.8352.
Things for employers to consider as outlined by the Harvard Business Review:
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The sign outside the Hamilton Family Theatre in downtown Cambridge which usually is ablaze with light announcing current and upcoming productions for Drayton Entertainment has remained blank for some time.
But with vaccination rates rising and COVID-19 infection numbers continuing to slide downward, there is a growing sense of optimism in many business sectors, including tourism and sports and recreation, both which generate a hefty spinoff in our local economy and have been hit extremely hard by this crisis.
“It (optimism) permeates our industry because the pandemic has reinforced to many arts organizations about how important the arts are to so many Ontarians and recognizing the role they play contributing to a healthy and prosperous society,” says Steven Karcher, Executive Director of Drayton Entertainment. “I don’t think people realized how much they enjoy and appreciate the arts until they ceased to exist.”
He recalls how overnight the world changed for Drayton Entertainment in mid-March of 2020 when it was forced to cancel the run of its first show of the season Kinky Boots, which quickly led to pulling the plug on the entire theatre season at its seven stages.
“It was a difficult but necessary decision,” says Steven, noting how the company, which is also a registered charity, lost 100% of its revenue and had already incurred the pre-production costs of preparing 832 performances for its 2020 season. In fact, he says an increase of 20,000 tickets over the 2019 season had already been sold.
He says recovery will be a ‘multi-year’ effort and that for an arts organization like Drayton Entertainment, it is not something that can rebound in six months.
“We’re not able to just take our product and simply put it on a shelf and pivot to reopening with a notice of 48 hours,” says Steven. “We’re talking about an artistic process that takes anywhere from six to eight months in order to realize the end result that people will be seeing on stage.”
For sports organizations, detailed planning is also required to prepare of an upcoming season.
“I think we were always optimistic there was going to be a season for our recreational league kids,” says Derrick Bridgman, General Manager of Cambridge Youth Soccer, referring to the 2020 season.
He says planning had started in March of last year to prepare for the upcoming season and that 1,000 children had registered to play outdoors when the scope of the pandemic became clear. “At first we didn’t know how long it was going to last or was it only going to be that ‘magical’ two weeks, or would it be done in a couple of months so we could get our season in,” says Derrick.
He says thanks to a comprehensive return to play plan created by the Ontario Soccer Association, his group was able to see a limited amount of action on the field and by the end of last summer had managed to see a few games played.
However, that changed in the fall when new restrictions came into play and affected Cambridge Youth Soccer’s Fountain Street North indoor facility, which the group also rents to external users.
“We thought it (pandemic) would be behind us when it came to our indoor season but unfortunately there was such a significant impact on indoor sports,” says Derrick, referring to the indoor capacity levels which at one point only allowed up to 50 people – players included - at a game. “We had to get resourceful and creative, just like a lot of other sports organizations and try and maintain a positivity not only for our staff, but for our users. I think a lot of parents just want to get back to normal.”
He says there is a sense of optimism for the upcoming season, noting seeing those between 12-17 getting vaccinated has been a positive step. However, he says his group, like many sports organizations, remain at the ‘mercy’ of the province, health officials and the City of Cambridge whom they rent fields from in terms of possible restrictions.
“Also, there are parents that aren’t comfortable yet putting their kids back into sports until they’re confident the pandemic is over,” says Derrick, adding his organization is now looking to start its 2021 season the weekend of July 11 in accordance with the province’s three-step reopening plan.
“The government has been intentionally vague, in my opinion, in how it has crafted some of the wording when it comes to sports and recreation,” he says. “I think they did that on purpose so provincial sports organizations can amend their return to play documentation.”
Minto Schneider, CEO of Explore Waterloo Region, says the sports and recreation sector is returning a little faster than others.
“We’re also seeing conferences rebook as well. It’s happening, but happening slowly,” she says, noting experts are not predicting a full economic recovery until 2024. “Part of the challenge is that leisure travel will likely rebound more quickly, but business travel is not rebounding as quickly since conferences generally have a further booking window.”
Minto says also having the U.S./Canada border closed and seeing conferences cancelled in the GTA has also affected local tourism due to the substantial spinoff visitors bring to the hospitality industry in terms of hotel stays and restaurant visits. “One of the things that really drives the tourism business in Waterloo Region is group business, whether it’s a sports tournament or a conference. Those are the things that really drive our visitor traffic,” she says, adding there have been limited ‘windows’ between lockdowns for potential visitors. “We’ve had to be very cautious of how we promote our region. We don’t want to be seen as trying to attract visitors from other areas, particularly at a time when Toronto and Peel were in the ‘Red Zone’. It’s been challenging.”
But in turn, Minto says Explore Waterloo Region has been promoting the region to its own residents, encouraging them to get out and see what exists in their own backyards.
“That’s been the silver lining to this whole thing. We’ve been able to, hopefully, create ‘ambassadors’ for Waterloo Region within the region itself.”
In the future, Minto also says more conferences will operate using a hybrid method, allowing participants the opportunity to attend in person or virtually.
“This will be great because never before will so many people have the have opportunity to learn more,” she says.
Several virtual initiatives launched in the past year by Drayton Entertainment have also helped his organization, says Steven. Among these was a virtual variety show engaging more than 40 artists using the video platform Vimeo.
“We were completely overwhelmed by the uptake on that,” he says, adding the show was viewed by more than 80,000 people worldwide and came away with 125,000 impressions.
This was followed by a cabaret series via Facebook, plus Drayton Entertainment has continued its ‘world famous’ 50/50 draw online.
“We’ve been able to give away significant jackpots in the three months we’ve been running that,” he says, adding having the 50/50 draw has also ensured Drayton Entertainment fans and supporters remain feeling connected to the organization.
And although a virtual component may still play a role for Drayton Entertainment once audiences are allowed to return to its theatres, Steven says it will never replace the feel of having a live audience.
“One of the things people don’t realize is how imperative a live audience is to not just a live theatre experience, but any live cultural experience,” he says, adding people crave the ‘connectivity’ of being together, even when it comes to family gatherings.
Minto agrees and says vaccinations and initiatives, such as the rapid screening kit program launched by the Cambridge and Kitchener Waterloo Chambers of Commerce, and Communitech, have been beneficial to the community.
“I think it has given people confidence that they can go to work. In our industry, we’ve had staff who’ve been afraid to go back to work because they hadn’t been working for a while and want to make sure they don’t bring something home with them to their families,” she says, adding Explore Waterloo Region and the Chambers continue to work with other partners to ensure the most up-to-date and reliable information is conveyed to all their stakeholders.
“I think everyone is really looking forward to a time when they can actually open their businesses and welcome people back,” she says.
For more on Explore Waterloo Region, visit http://www.explorewaterlooregion.com. For information about Drayton Festival, visit https://bit.ly/3z2aqop. And for more on Cambridge Youth Soccer, visit www.cambridgesoccer.ca |
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