Zero Tolerance versus Zero Acceptance

Zero Tolerance is a term often used with bullying and harassment. Organisations with a Zero Tolerance policy rely on people to make complaints about bullying or harassment. When complaints are made, the employer then investigates the complaint and if substantiated, the employer takes disciplinary action against the perpetrator. 

This policy has some serious flaws. 

Firstly, the complaints system relies on evidence that proves that bullying has occurred. In many situations bullying happens in isolation and there is no evidence apart from one person’s claim against another. If the  person accused of bullying denies the allegations, there can be no result for the person targeted, and no end to the bullying. It often gets worse after a complaint has been made.

Secondly, the person complaining puts themselves at significant risk by making a complaint. It is a formal process, and it places them in an adversarial position with the person bullying  by the very nature of complaining. If that person is their manager, this could lead to a breakdown of relationship and at worst retaliation. Even if the person is not their manager, the result of making a complaint usually creates a breakdown in relationships, ongoing stress, disruption and the potential for harm.

Thirdly, when the outcome of an investigation substantiates the claims of bullying, but the organisation does not dismiss that person because they don’t consider it to be serious misconduct, the person bullying may only get a warning. They will continue to work at the organisation. An employer may offer mediation to restore the relationship with the person targeted, however, it is far more difficult to restore the relationship after going through an investigation process. The complainant may regret making a complaint.

The Zero Tolerance policy is a policy focused on doing something after the bullying has occurred. A Zero Acceptance policy, alternatively, seeks to prevent bullying in the first place and if bullying has occurred then it seeks to stop it continuing. It is like the fence at the top of the cliff rather than the ambulance at the bottom. Zero Acceptance is focused on prevention through education, increasing awareness and early intervention by managers and colleagues. When concerns are raised, processes are put in place to improve critical relationships and prevent further bullying. Managers are equipped to manage potential bullying concerns and to intervene to prevent escalation.

It is important for an organisation to have a complaints process and be equipped to investigate claims of bullying or harassment when it is necessary.  However, an organisation needs to provide other options that are focused on prevention and resolution when a person reports they or others are being bullied.