My teenage daughter has just started a part-time job. How can I help her deal with rude customers?

Each week, Dr Kirstin Ferguson tackles questions on workplace, career and leadership in her advice column, Got a Minute? This week: teens abused on the job, working from home and whether you can be made redundant while on leave.

Teenage workers should not have to deal with rude customers, says Dr Kirstin FergusonCredit: Dionne Gain

My 15-year-old daughter recently started a job at a major fast food chain. On her last few shifts she has had customers abuse her, swear while they are ordering, a lady asked her if she was stupid when confirming the items in a large order, and she had a large drink thrown over her at the drive through window. She comes home in tears most days. I cannot understand why the kids are not trained properly on how to deal with rude customers. Grown adults abusing kids is not right, and it is not a matter of them “getting used to it” as the majority of workplaces would not tolerate it. What do you advise?

I couldn’t agree with you more: this isn’t something kids should have to “get used to”. Worse, some of these kids will think this is just how workplaces are and will continue the behaviour even as they become more senior. No one should be made to feel that being sworn at or humiliated is a normal part of working life.

I don’t think it is too much to expect organisations to enforce their workplace health and safety obligations, even (if not, especially) for their youngest employees. I would suggest your daughter keeps a log of incidents over say a week or month at work. Once she has the details, she should try and raise this concern with the most senior manager at her store (or maybe even the franchise owner) and ask for support. Your daughter should be proud of her first job, not fearful of it.

I work for a small start-up company where the owner of the company is the chief executive, and their spouse runs HR. I have been working one day per week from home due to personal circumstances requiring me to be there (my partner has serious health issues). This week, an email from HR was sent out informing the company that all work from home has been discontinued effective immediately, even though the work from home day is in my employment contract. I have been offered a move to part-time status but can’t afford it at this time. Do I have any recourse?

Your story seems to be one playing out in workplaces across not just Australia, but the world, right now. You definitely have rights if your employment contract specifically sets out that you are entitled to work one day per week from home. Even in a small business, a written employment agreement isn’t the same as a verbal understanding and can’t be just undone with an all-company email.

First, I would speak with your boss to check whether the all company email was intended to apply to you, given the specific clause in your contract. Hopefully, they will realise their error (and agree you the email was not intended to apply to you) and things will carry on as they have been. If that is not the case, you may need to speak with Fair Work to understand your rights.

I have taken mental health leave from my office job (of which my leaders have been supportive). Can my employer make me redundant, even if it’s not specifically for the reasons of me taking personal leave?

I am so glad you have felt able to take the leave you needed to get back on track with your mental health. I am also pleased to hear your employer has been so supportive since (sadly) that is not always the case.

In terms of redundancies, yes, an employer can make someone redundant while they are on any type of leave, but only if the redundancy is genuine. There is a bit of nuance here so stick with me – what they can’t do is make you redundant because you were on leave, or didn’t like why you were on leave. You should speak to Fair Work if you think that has happened, and they will be able to advise you on what is best in your circumstances.

To submit a question about work, careers or leadership, visit kirstinferguson.com/ask. You will not be asked to provide your name or any identifying information. Letters may be edited.

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