Handling Politics in the Guest Experience Role

Employees are people. Help them help themselves. I was discussing the subject of politics in the workplace with my closest coworker, and how best to talk about it. The solution he offered? Don’t. It’s a good rule of thumb, but the reality is that the conversations are often inevitable. Sooner or later, someone will bring up their political beliefs – either a coworker, a boss, a customer, or anyone else. It’s important to know how to navigate those conversations, especially for the guest experience representative, whose role is to create a positive environment. Politics can seep through into many situations, and trying to prevent it may not be feasible. Instead, being prepared to handle political conversations wherever they crop up will improve everyone’s experience. Politics are everywhere These days, it feels like anything can be made out to be political. That’s why avoiding politics feels impossible, and why trying to prevent it can get messy. For example, many people choose to wear a mask when they go out if they’re feeling under the weather. Three years after the start of the COVID pandemic, many have a strong reaction to seeing someone in a mask. Even in instances where it’s simply a matter of personal comfort, it can be perceived as a political statement. Corporations as a whole aren’t immune to politics, either. Consumers pay a lot of attention to where CEOs and other leaders behind a business put their money – especially political donations. It’s seen as a reflection of the company, and consumers will avoid spending money that might go towards someone they don’t support. Many businesses also advertise their political beliefs, to some extent, in their policies. This can look like a commitment to diversity or pushing for a lower carbon footprint. All of it can be perceived as taking a political stance. That’s why situations arise wherein people feel they’re invited to talk politics. Political talk with customers For the guest experience employee, the ultimate goal is to keep the customer happy. There are ways to do this without sacrificing self respect, even when there’s a disagreement. When a customer begins sharing their political views, avoid being tempted to share your own, even when prompted to do so. Be ambiguous, and turn the conversation back to the customer rather than being an active participant. Affirming the importance of the customer’s views will make them feel good without having to agree with them. Remind them that their feelings and experiences are valuable to you as the customer service employee. When handled properly, these conversations can strengthen the bond between customer and brand, or client and employee. However, extreme behavior does not have to be tolerated. Pay attention to body language when a customer is getting upset. Know when to get a manager involved, as not every interaction will go smoothly, no matter the employee’s intent. Ask coworkers how they might handle these situations, too. They may have enlightening experiences to share, and we’re all in this together. Political talk between employees Coworkers aren’t bound by the same laws of customer service when speaking with each other; they have the freedom to speak more freely than with customers. But respect should always be a priority. Similar to when working with customers, it’s important to know when to shut the conversation down. It’s okay to agree to disagree and move on. Respect everyone’s boundaries. If an employee has expressed that they don’t want to talk about politics at all, avoid bringing it up. When politics are the only thing being discussed, it’s easy to forget that there’s a whole person behind the political views. Giving employees the opportunity to get to know each other will foster empathy and encourage kinder discussions. Political debate is bad, but a ban is worse Prohibiting employees from talking politics might seem like an easy way out, but the situation is complicated. As discussed, just about anything can seem or become political, so it’s hard to draw a line. Staff might feel suffocated trying to figure out what they are and aren’t allowed to say. Placing limits on employees’ freedom of speech can also create an unhealthy work environment. While intentions may be good, it can have negative implications, and negative results by extension. In one case, the software company BaseCamp restricted political talk in response to unrest amongst the employees. Twenty people quit – a third of their employees. From the perspective of the worker, a ban on politics can feel like a dismissal of their lived experiences. For members of minorities, being prohibited from speaking on subjects like racial equality or disability rights can feel incredibly hurtful. They feel othered. Fostering a positive, productive work environment is always the goal. Avoiding politics helps with that, but trying to force it with a ban proves disastrous. Instead, keep in mind how to handle political discussions properly. Employees want to feel supported and cared for, even if their views do not align with everyone else’s. Getting heated needs to be prevented. As an individual, it’s important to know personal triggers. Understanding your own beliefs and what might lead you to get worked up can make it easier to identify when a conversation needs to be ended, before it goes downhill. Remember to respect others’ differences and show empathy. While political conversations can’t be averted entirely, coming prepared and using emotional intelligence makes it a lot less intimidating.

Handling Politics in the Guest Experience Role

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