TALENT TOPICS
CONTINUED
and that their gender or sexual identity has no bear-
ing on their ability to do so.
2. Next, meet with your staff member to discuss the sit-
uation. Diligently listen to their experience. Use reflec-
tive listening to show that you are hearing them. Most
importantly, remind them that you and your team
support them and appreciate their hard work. This is a
great time to point out your staff’s strengths. You are
showing dignity and respect to your staff by taking the
time to show your support.
The Importance of Support
Regardless of your personal beliefs, values or bias, your
job as a manager is to ensure that your spa runs seam-
lessly. This starts and ends with the team you build.
Human capital is the most important and valuable asset
to your business.
If you don’t have talented, caring and hard-working
staff, you won’t succeed in your business goals. When it
comes to transgender and nonbinary employees, you have
the opportunity to give them the support that they may
have never thought possible in a work environment. As
you treat these individuals with dignity and respect, you
allow them the opportunity to develop into the best em-
ployees you’ve ever had. n
Approaching a Staff Complaint
The customer is always right, but not when it comes to discrimination.
Here are a few tips for dealing with a complaint:
l Move the guest to a private area.
l Use reflective listening to show the guest they are being heard.
l Apologize for any problems the guest may have experienced.
l Offer other staff for the client to work with.
l Share with the client that your organization doesn’t discriminate against any clients or employees based on gender,
sexual orientation, race, religion, or ethnicity.
l Meet with the staff member and let them know they are supported in their job.
l Provide annual training to all staff on diversity within the workplace, which includes client and employee support.
KRISTIE OVERSTREET, PH.D., is a clinical sexologist, psychotherapist, speaker, author and consultant.
She regularly advises spas and healthcare providers on best practices for caring for LGBTQIA+ clients.
Learn more about Dr. Overstreet at kristieoverstreet.com.
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