When a customer at a bowling alley disclosed they had an allergic reaction after eating some food, it likely created a tense and high-pressure situation for the employee involved. While the employee’s reaction—being short with the customer—might not have been ideal, it’s understandable that the situation caused stress. Here’s why this reaction is reasonable, considering the circumstances:
1. Unexpected Responsibility
Allergy-related incidents often escalate quickly, and employees without medical training may feel unprepared to handle them. For a bowling alley staff member—whose typical duties might involve lane maintenance, customer service, or food handling—being faced with a potential medical emergency could feel overwhelming.
- Reason for Stress: The employee may have felt a sudden and intense responsibility for the customer’s well-being without knowing how to respond.
- Impact: This lack of preparation could lead to fear of making the wrong decision or unintentionally worsening the situation.
2. Lack of Training or Knowledge
Many service industry employees are not trained to handle medical emergencies or allergic reactions. Without clear guidelines, the employee might have struggled to determine the appropriate next steps, such as whether to call emergency services, administer aid, or involve management.
- Reason for Stress: The uncertainty about what to do and the fear of liability or consequences for mishandling the situation likely heightened their anxiety.
- Impact: Feeling unequipped can cause a sense of helplessness or frustration, leading to shortness or impatience.
3. Pressure to Act Quickly
Allergic reactions can escalate rapidly, and there’s often a sense of urgency to address the situation. The employee may have felt they were racing against time to get the right help, especially if the customer’s condition appeared serious.
- Reason for Stress: The high stakes of a potentially life-threatening medical situation can overwhelm even the most composed individual.
- Impact: This pressure can lead to heightened emotions, which may manifest as abrupt or seemingly impatient behavior.
4. Involvement of Other Staff
When the employee sought help from others, the dynamics of the situation likely became more complex. Coordinating with coworkers or management under stress can lead to miscommunication or conflicting actions.
- Reason for Stress: The employee may have felt additional pressure to manage the situation while ensuring their colleagues provided effective assistance.
- Impact: Group involvement might have heightened the employee’s sense of responsibility or created tension if others were unsure how to proceed.
5. Fear of Consequences
In such situations, employees might worry about potential fallout, such as:
- Liability for the customer’s allergic reaction.
- Complaints about the staff’s handling of the situation.
- Criticism from management or coworkers.
- Reason for Stress: The fear of being held accountable for an incident outside their control can amplify feelings of distress.
- Impact: This concern may make the employee defensive or reactive, especially if they feel unsupported.
6. Emotional Contagion
When customers are experiencing a medical issue, their visible distress or panic can affect those around them. The employee may have absorbed the customer’s fear, adding to their own stress.
- Reason for Stress: Witnessing someone in potential danger can trigger an emotional response, even if the employee is not directly responsible.
- Impact: This heightened emotional state may lead to rushed decisions or difficulty communicating calmly.
7. Balancing Other Duties
As an employee in a busy environment, the staff member may have had to manage other responsibilities alongside the incident. Balancing these competing demands while responding to a crisis would understandably create stress.
- Reason for Stress: Feeling pulled in multiple directions can make it difficult to prioritize effectively.
- Impact: This multitasking under pressure can lead to frustration or shortness in communication.
How to Address Stress in Similar Situations
- Provide Training: Employers should equip staff with basic knowledge of handling medical incidents, including recognizing allergic reactions and knowing when to call emergency services.
- Establish Protocols: Clear, step-by-step procedures can reduce uncertainty and help employees respond confidently.
- Foster Supportive Team Dynamics: Encouraging teamwork and communication during high-stress situations can alleviate individual pressure.
- Encourage Self-Care: Acknowledging the emotional toll of such incidents and providing support (e.g., a quick debrief or break) can help employees recover.
Conclusion
It’s reasonable for the bowling alley employee to feel stressed in this situation due to the unexpected responsibility, urgency, and uncertainty surrounding the incident. While the customer’s well-being is the priority, recognizing and addressing the employee’s stress is crucial for creating a supportive work environment and improving responses in future emergencies.
