Question from a reader:
In a Type B business office, is it inappropriate for staff to strictly admonish users when they do not follow instructions?
Introduction
Communication with users in a Type B business office often requires significant psychological consideration. This question pertains to how to respond when users do not comply with instructions, and it is essential to deeply reflect on
whether the method of admonishment is appropriate, as well as the legal, psychological, and ethical aspects involved. Below, we will analyze this from various perspectives, including legal background, psychological insights, ethical frameworks, regulatory environment, and practical advice.
Legal Background
Type B business offices operate under the Comprehensive Support for Persons with Disabilities Act, aiming to support the employment of individuals with disabilities. Therefore, appropriate responses to users, including admonishment and guidance, must be grounded in legal standards. If the act of admonishing is deemed “violent” or “inappropriate,” legal issues such as power harassment or abuse may arise. In Japan, the Act on the Prevention of Abuse of Persons with Disabilities has been enacted, and if abuse against users occurs, the business office and staff may be held legally accountable. Consequently, caution is required in how admonishments are delivered, necessitating appropriate communication methods.
Psychological Insights
From a psychological perspective, various factors may contribute to users not following instructions. For instance, if a user’s disability limits their comprehension or attention, understanding the instructions themselves can be challenging. Additionally, psychological factors such as stress or anxiety cannot be overlooked. In such situations, strict admonishment by staff can increase the psychological burden on users. Harsh words may lower a user’s self-esteem and potentially lead to further maladaptive behaviors, necessitating careful consideration. A psychological approach that emphasizes positive feedback and respects the user’s self-esteem is crucial.
Ethical Framework
From an ethical standpoint, the principles of support are “maintaining dignity” and “promoting independence.” It is essential to respect users’ wishes and encourage them to take responsibility for their actions. If strict admonishments contradict these principles, such actions can be considered ethically problematic. For example, using aggressive language like “What are you doing?” towards users not only undermines their dignity but can also damage the trust relationship. From an ethical perspective, it is vital to adopt a supportive approach that helps users understand and improve their behavior.
Regulatory Environment
Type B business offices are required to operate in accordance with the Comprehensive Support for Persons with Disabilities Act and related laws. It is also important for staff to follow appropriate procedures as outlined in the office’s rules and manuals. For instance, when admonishing, it is necessary to specify the areas for improvement and clearly communicate how users should behave. Moreover, consideration must be given to users’ privacy rights. When providing admonishments, it should be avoided in front of other users, and addressing them individually is crucial to protect their privacy. Thus, the regulatory environment serves as a guideline to enhance the quality of communication with users.
Practical Advice
1. Use positive feedback It is important to praise users when they exhibit good behavior. By employing positive reinforcement, users can gain confidence and engage in better behavior. 2. Provide specific instructions When admonishing users, it is essential to clearly indicate what the problem is and how they can improve. 3. Be empathetic to emotions If users are experiencing anxiety or stress, showing empathy and understanding their feelings can help build trust. 4. Focus on individual responses Rather than generalizing admonishments, tailoring responses to the individual characteristics and situations of users can lead to more effective communication. 5. Hold training and study sessions To ensure that all staff have a common understanding, it is important to conduct regular training on psychology and communication techniques.
Conclusion
Communication with users in Type B business offices must consider legal, psychological, and ethical aspects. Strict admonishments are not always appropriate and may undermine users’ self-esteem; thus, careful consideration is necessary in how admonishments are delivered. By striving for appropriate approaches and building trust with users, better support can be achieved. We welcome your opinions and experiences. We would appreciate it if you could share what types of communication have been effective.
