Addressing mistreatment in the moment
- Printer-friendly version (pdf file)
Microaggressions are every day, subtle, comments or behaviours that communicate bias towards certain groups or identities.
Have you just experienced a microaggression, hurtful comment or action?
Your safety and wellbeing come first. You know best whether you feel safe to confront the situation here and now, address it at a later time, bring the issue up with people you trust, or choose to do nothing. You can use the CARES framework for suggestions on how to speak up in the moment (see below).
Have you just witnessed a microaggression, hurtful comment or action?
Witnesses have the potential to intervene and actively support a culture of inclusivity and safety. Challenge harmful comments or actions. Use the Witness: Acting as an Ally section for suggestions (see below).
Responding in the moment can help to break the culture of silence around mistreatment. It reinforces that these comments, attitudes and behaviours are unacceptable.
If you have made a hurtful comment/action or other microaggression, it is important to take responsibility for the harm caused, try to repair the harm with the target, and commit to learning and doing better.The Unity Health CARES framework* provides suggestions for this (see below).
*adapted from the UofT Temerty Faculty of Medicine
| Try to | Avoid | |
| Target | – Report a pattern of mistreatment to your manager or supervisor | – Blaming yourself – Feeling obligated to respond to the source in the moment |
| Witness | – Take a moment to reflect on the situation – Reach out to the target to check in | – Doing nothing |
| Source | – Take a moment to reflect on the situation – Centre the target and not your own feelings – Speak with the target/witness about the situation and acknowledge your actions – Listen to their response with openness | – Denying the claim/ being defensive – Invalidating the feelings brought to you by the target or witness – Making a quick statementwithout considering the impact of your statement/action |
Unity Health CARES Framework
These sample phrases are meant as a guide when responding in the moment. Each situation is unique and may require you to adapt them.
| Target | Witness: Acting as an Ally | Source | |
| Consider how what one said was harmful | “Those comments are harmful.” | “I felt really uncomfortable hearing you say that to ____. Those (comments/behaviours) are harmful because ____”. | “I have taken some time to think about what I said/did, I acknowledge that I may have caused you harm by____________.” |
| Accountability for the harmful behaviour | “Could you say more about what you mean by that?” | “I think I heard you saying _________ (paraphrase their comments). Is that correct?” | “I take full responsibility for ____________ and I am sorry for the harm I caused. I acknowledge that you may not accept my apology but I am going to educate myself so this does not happen again.” |
| Rethink assumptions or stereotypes | “Actually, in my experience ______________________ ” | “That’s a stereotype. Have you considered…..?” | “It was my assumption that ____________. This is wrong/harmful because_________.” |
| Empathy: for those harmed and also for those who are learning | “When you said that it left me feeling ____________.” | “It sounds like you’re really frustrated/nervous/angry. ______ (comment/behaviour) isn’t an acceptable way to show that.” | “If I was on the receiving end of this, I also would feel ______.” |
| Support by offering resources and how you can help | You’re not alone. Your thoughts and feelings about the subject are valid. Seek support from your colleagues and/or leader if you feel safe to do so. See links below for other tools available to you. | Support the person who was mistreated. Check in on them and ask them how you can help. Follow their lead on how they would like to address the situation. | Support the person you have mistreated, and others, by educating yourself on why your words or actions were inappropriate. See below for resources. |
For more information, log in to UnityNet with your Unity Health credentials:
Human Rights Office – UnityNet (information and support for staff, physicians, learners and volunteers experiencing mistreatment)
SafetyFirst (to report an incident of mistreatment, harassment, discrimination or bullying)
Reporting Learner Mistreatment | Student Centre – Unity Net
Addressing mistreatment in the moment: A guide for staff, physicians, volunteers and learners
Video: Addressing mistreatment in the moment
Last updated September 26, 2023