Lesson 6 – Consistency, Respect and Professional Communication

Every person should be treated courteously and without unlawful discrimination.

This applies regardless of:

1. Age;
2. Disability;
3. Race or nationality;
4. Religion or belief;
5. Sex;
6. Sexual orientation;
7. Gender reassignment;
8. Marriage or civil partnership;
9. Pregnancy or maternity;
10. Income source;
11. Accent;
12. Appearance;
13. Family status; or
14. Whether a person has made a complaint.

Consistent procedures

MyEstate should use consistent processes for:

1. Booking viewings;
2. Recording offers;
3. Processing applications;
4. Checking documents;
5. Communicating decisions;
6. Handling complaints; and
7. Escalating compliance concerns.

Consistency does not prevent reasonable adjustments or the consideration of individual circumstances.

Respectful communication

Employees should:

1. Listen without interrupting;
2. Avoid dismissive or sarcastic language;
3. Use the person’s correct name and preferred form of address;
4. Explain technical terms in plain language;
5. Avoid making assumptions;
6. Remain calm when a customer is upset;
7. Focus on the issue rather than the person; and
8. End abusive conversations professionally where necessary.

Abusive conduct by customers

Respectful treatment is a two-way expectation. Employees are not required to tolerate threats, harassment or abuse.

Where this occurs, the employee should:

1. Remain calm;
2. Set clear boundaries;
3. End the conversation if necessary;
4. Inform a manager;
5. Record the incident; and
6. Follow MyEstate’s personal-safety or unacceptable-behaviour procedure.