Emotional Labor Protection Training (Preventing Health Impairment from Customer Abuse)
There is no law called the “Emotional Labor Protection Act.” That is the common name for Article 41 of the Occupational Safety and Health Act, 'Preventive measures against health impairment caused by customers’ verbal abuse.' It is easy to overlook because it is not on the usual list of five mandatory trainings, but Article 41 of the Enforcement Rules names training as one of the preventive measures employers must take. Any workplace with staff who serve customers is covered regardless of size, including call centers, store counters, hospital admissions, and public agency complaint desks. This course is taught by an instructor certified as an emotional labor manager, using the everyday language of the front line. We do not stop at training: in the session we work out the criteria for ending a call, the escalation procedure to a manager, and draft notice wording to post, so that the manual and training records the Enforcement Rules require are in place together.
Who is this course for?
The training covers employees who sell products or provide services while dealing with customers face to face or through telephone, chat, or other communication networks. That includes call centers and contact centers, stores and service counters, hospital administration and nursing, and public-sector complaint desks. There is no workplace size threshold, so a business with fewer than 5 regular employees is covered if it has customer-facing staff. Since the October 2021 amendment, follow-up measures apply not only to customer service workers but to every employee who has suffered verbal abuse from a third party.
What will you learn?
- Clearly distinguish the four preventive measures the law requires from the post-incident duties
- Set your workplace’s own standard for where normal service ends and where staff may end the interaction
- Master response scripts and escalation procedures for abuse, assault, and sexual harassment situations
Curriculum
- The four preventive measures set by Article 41 of the Occupational Safety and Health Act and Article 41 of its Enforcement Rule
- Posted notices or voice announcements, a customer-service manual, and training
- Follow-up measures after an incident — work suspension or reassignment, extended breaks, treatment, counseling, and legal support
- Why fines apply to follow-up measures · Ban on adverse treatment
- Define the line between normal service and verbal abuse in your workplace’s own language
- Response scripts by type of abuse, assault, and sexual harassment, and criteria for ending a call
- Authority and procedure for ending an interaction and escalating to a manager — so employees can decide for themselves
- Incident logging, reporting, evidence gathering, and call-recording notice wording
- Understanding stress responses to emotional labor and how to recover
- Counseling and treatment referrals, and the industrial accident claim process
- Manager session — post-incident duties and the ban on adverse treatment
- Preventing recurrence — principles for handling repeat abusive customers
Expected results / After the course
- Staff gain clear criteria and the authority to end an interaction without worrying about how it looks
- Reduce the risk of fines for failing to take follow-up action (KRW 3 million (≈ US$2,240) for the 1st offense, KRW 6 million (≈ US$4,490) for the 2nd, KRW 10 million (≈ US$7,480) for the 3rd and after)
- The manual, posted notices, and training records are kept together as evidence that preventive measures were taken
On-site training references
About the instructor
Related courses
We tailor this course to your company
From diagnosis to execution — Nanum Consulting
FAQ
Emotional Labor Protection Training (Preventing Health Impairment from Customer Abuse)
There is no law called the “Emotional Labor Protection Act.” That is the common name for Article 41 of the Occupational Safety and Health Act, 'Preventive measures against health impairment caused by customers’ verbal abuse.' It is easy to overlook because it is not on the usual list of five mandatory
- Clearly distinguish the four preventive measures the law requires from the post-incident duties
- Set your workplace’s own standard for where normal service ends and where staff may end the interaction
- Master response scripts and escalation procedures for abuse, assault, and sexual harassment situations
- Staff gain clear criteria and the authority to end an interaction without worrying about how it looks
- Reduce the risk of fines for failing to take follow-up action (KRW 3 million (≈ US$2,240) for the 1st offense, KRW 6 million (≈ US$4,490) for the 2nd, KRW 10 million (≈ US$7,480) for the 3rd and after)
- The manual, posted notices, and training records are kept together as evidence that preventive measures were taken
- The four preventive measures set by Article 41 of the Occupational Safety and Health Act and Article 41 of its Enforcement Rule
- Posted notices or voice announcements, a customer-service manual, and training
- Follow-up measures after an incident — work suspension or reassignment, extended breaks, treatment, counseling, and legal support
- Why fines apply to follow-up measures · Ban on adverse treatment
- Define the line between normal service and verbal abuse in your workplace’s own language
- Response scripts by type of abuse, assault, and sexual harassment, and criteria for ending a call
- Authority and procedure for ending an interaction and escalating to a manager — so employees can decide for themselves
- Incident logging, reporting, evidence gathering, and call-recording notice wording
- Understanding stress responses to emotional labor and how to recover
- Counseling and treatment referrals, and the industrial accident claim process
- Manager session — post-incident duties and the ban on adverse treatment
- Preventing recurrence — principles for handling repeat abusive customers
