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Who cares what I think?

The other week, I went for a meal with a friend. The food was lovely, the staff and environment welcoming and friendly and company, fabulous. A couple of days later I was thinking about that evening and I wondered why I had not felt the need to write some positive feedback on google, or similar. The answer was because I felt that I and my dining companion, had expressed our pleasure both in word and deed (the plates were clean!). Thus, the relationship between diners and restaurant staff had been overwhelmingly positive and this had been expressed by both.   

However, wherever we go nowadays, we are regularly confronted by requests for feedback; “how is my driving?”, “did you enjoy your meal?” “would you recommend our services to others”? Often these questions are accompanied by Likert scales, so we can record our opinion on almost everything. Sometimes we might take some time to consider the options, other times we might just tick random boxes, more usually (if I’m anything to go by) I just don’t engage with such requests. Despite their often-jolly appearance, these questions are not harmless, they have an impact, most usually to measure individuals’ performances.  

Whether we engage with such requests or not, we do not question whether we are well-placed to judge. So, for instance, as a driver of probably one of the smallest cars on the market (that’s me!), I’m expected to be able to mark the driver of a lorry. Or someone, who has the cooking know-how of a small child (I speak for myself again!) is expected to form an opinion on a dish prepared by a trained chef, these questions are hardly fair. More importantly, my answers are meaningless; whilst I might respond “the lorry appeared to take the corner a bit wide”, I have neither knowledge or understanding of the turning circle of a 32-tonne lorry. Similarly, my thoughts about the heat of a Bangladeshi biryani or the sweetness of a mille-feuille is neither here nor there. Given I can neither drive a lorry nor cook these wonderful dishes, who am I to voice an opinion?

Of course, there are times when it is necessary to voice an opinion, the lorry driver is behaving in a dangerous manner liable to cause an accident, or the restaurant is serving rancid or rotten food; both scenarios likely to involve serious harm. However, these concerns would need to be raised immediately, either by alerting the police (in the case of the lorry) or the management of the restaurant. In the case of the latter, you may also feel it necessary to contact environmental health if you felt that your complaint had not been addressed or you had concerns about the hygiene of the restaurant in general. However, these types of problems are largely outside the feedback requested.

In many of the scenarios/environments we are asked to comment on, we are in a relationship with the other party. Take the restaurant; if I am friendly and polite to the staff, I can expect a reciprocal relationship. If I am rude and aggressive, is it any wonder staff behave in a different way. They are constrained by their professions to focus on customer service, but this should not lay them open to abuse. Whilst the old adage “the customer is always right” might be an excellent baseline, it is not possible for this always to be the case. As someone who has spent a previous lifetime working in retail, sometimes the customer can be obtuse, rude or even downright, ignorant and abusive.  Adherence to such an adage, at all costs, can only open the way for abuse.

But what about those feedback forms? On a bad day, in a rash moment, or because I’m bored, I decide to complete one of these forms. The waiter kept me waiting, the food was too spicy, I didn’t like the feedback I was given on my job application, my essay was critiqued, my teeth haven’t been flossed regularly, I didn’t like the book recommended to me by the librarian or the book seller, I can’t believe my line manager has turned down my application for annual leave. I can easily demonstrate my unhappiness with the situation with a few judiciously placed ticks, circles or smiley/sad faces. Can I say the waiter, the chef, the HR professional, the lecturer, the dentist, the librarian, the book seller and my line manager are performing poorly? Can I say they are unprofessional, unprepared, untrained, lacking in knowledge or skills or just plain wrong? And if I do, is that fair or just? Furthermore, am I happy to be subject to the same judgement from people who do not share my experiences; professional or otherwise? Remember too much of this bad feedback, however flippant and lacking in evidence it may be, may lead to disciplinary action, including dismissal.

There is an oft-cited, albeit crude, truth: “Opinions are like arseholes; everyone has one”! Ultimately, whether we choose to share (either) in public is up to us! Think carefully before ticking those boxes and encourage others to do the same. Who knows, someone may well be ticking boxes about you!

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#EveryCanHelps? Why are we normalising foodbanks and poverty?

foodbanks

Over the last two weeks, twitter was littered with Conservative MPs posing at foodbanks, thanking the public for donations and showing their support for this vital service. On seeing the first one I thought this was a strange way to show compassion for those in need, given how the increased use of foodbanks is directly linked to austerity policies, the rollout of universal credit and is one of the issues raised by a recent report on the impact of poverty in the UK (Equality and Human Rights Commission, 2018). The report states that spending cuts from austerity led policies have put Britain in breach of its human rights obligations and highlights discriminatory issues, as these cuts have adversely affected low income and lone parent families, ethnic minorities and the disabled. It recommends more investment in health, social care, education and housing, and a rethink of Universal Credit. In addition, a report by the United Nations has described current government policies as ‘punitive, mean-spirited and often callous’ in their impact on the most vulnerable, more alarming given we are still one of the richest countries in the world (UN, 2018).

The responses on twitter articulated what I was feeling, ranging from incredulity, to anger and shock. It is a strange state of affairs when politicians see this as a cause for celebration, but then, there is little else to choose from, in relation to policies introduced in the last two years. The cognitive dissonance between thinking this presents them as compassionate and caring about problems they have created is quite an achievement. But then, I also know I really should not be surprised – I never believed Conservatives could be considered compassionate and anything but concerned with their own interests and dismissive of those in need. When Conservative MPs received the memo to pose at foodbanks, I wonder how many refused? Or how many believed this would be accepted as an example of celebrating charity, because even at Christmas, we all too easily normalise this level of deprivation, and rationalise it as due to individual circumstances, and not structural inequalities.

 

The wording of the UN report is clear in its condemnation and recognition that in Britain, the government lack the political will to help those most in need, given that tax cuts signalling the ‘end of austerity’ have once again benefitted the rich, under the auspices of this wealth trickling down in the form of jobs and increased wages. However, the EHRC and UN reports have emphasised how these policies are disproportionately affecting those who cannot work, or can only do part time work, or who face discrimination and disadvantage, including employment opportunities and prospects. When foodbanks were first set up, I honestly believed this was a temporary fix, never did I think still in 2018 they would be still be needed and indeed, be increasingly used. I also never would have imagined they would be held up as an example of the good work of charities adopted as a PR stunt by the very people who have created the inequalities and harm we see today.

 

The small glimmer of hope is the protest in one of these pictures, and the responses via twitter which reflected how I felt. There was a clear backlash in Scotland, where it was reported that a record number of supplies were needed as Universal Credit was rolled out, and where there were calls to foodbanks and supermarkets to refuse to pose with Conservative MPs. Alas, my fear is beyond the twittersphere, most people can rationalise this as acceptable. After all, should we not celebrate charity and helping those in need at this time of year? Is this just an example of good will and thinking of others? Well, yes of course, and if these photos were simply asking people to donate without the MPs responsible being there, I would think most of us would perhaps be reminded we can do our bit to help, and we should. The presence of the MPs and acceptance of this as good PR is what really worries me, that people will still vote for a party which has been described as cruel and punitive and believes this sort of promotion makes them look good. The irony that our current Prime Minister once herself warned that the Conservatives were becoming the ‘nasty party’ is staggering. For what she now resides over are policies which are internationally condemned as harmful, discriminatory and callous.

 

The other slight glimmer of hope is some commentators suggest this stunt reflects rumours of a general election on the horizon, as while Theresa May celebrated the ‘success’ of negotiating a deal with the European Union, it seems this was short-lived once parliament began to debate the deal and may trigger an election. The UN report suggested that Brexit has been so much of a distraction for MPs and the public that we are not seeing domestic problems as a priority. I think for many there is a sense that once this deal is done, we can get on with resolving other issues. But for this government, I don’t think that is the case. I think for Conservatives, these negotiations and now parliamentary debates are a welcome distraction and a narrative which fits their lack of will to actually address the harms caused by austerity. A general election may bring about change and force MPs to confront where we are today as a result of political choices, but this depends on how we all really feel about poverty, homelessness, discrimination and disadvantage. I wonder if too many feel these are insurmountable problems, inevitable and therefore, beyond the abilities of government to address. But the UN and EHRC reports clearly tell us this is not the case. I hope we do get an opportunity to hold this government to account sooner rather than later. But most of all, I hope that more of us actually take up this opportunity and not allow what we see today to continue.

 

 

Susie Atherton

Senior Lecturer in Criminology

Equality and Human Rights Commission (2018) The cumulative impact on living standards of public spending changes, available from https://www.equalityhumanrights.com/en/publication-download/cumulative-impact-living-standards-public-spending-changes

United Nations (2018) Statement on Visit to the United Kingdom, by Professor Philip Alston, United Nations Special Rapporteur on extreme poverty and human rights, see https://www.ohchr.org/EN/NewsEvents/Pages/DisplayNews.aspx?NewsID=23881&LangID=E

 

 

 

 

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