DIVE DEEPER WITH MICHAEL TOMPKINS
s a partner with Hutchinson Consulting, Michael Tompkins
has data on, insights into or advice for every aspect of a spa’s human
resource practice. This month, Pulse checked-in with Tompkins for his
advice on treating transgender or non-binary guests with respect, plus how he
suggests handling a staff member who feels mistreated by other staff members.
A
ON CARING FOR LGBTQIA+ GUESTS:
“In life, as well as in our spas, we have an ethical responsibility to treat our guests and
employees with respect and dignity. Managers should understand their workforce and their guests, and be
respectful when gaining awareness to culturally sensitive situations. “
STEPS F0R WHEN A STAFF MEMBER RAISES CONCERNS ABOUT ANOTHER
1. When a concern is raised, take the associated parties to a quiet, private space to talk.
2. Listen attentively and show empathy.
3. Assure privacy and confidentiality of any information that is shared.
4. Promote an inclusive, respectful environment where everyone separates personal beliefs from shared
workplace conduct.
5. Help those who are having difficulty understanding someone’s transition. Let them know there are larger
consequences for inappropriate responses.
6. Don’t assume the victim knows their rights. Gather appropriate information and respond with candor.