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GOC Standard 11: Bullying and Harassment in Optical Practice (Level 1)

Creating a Safe and Respectful Workplace for All Colleagues (Within S11)

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GOC Standard 11: Bullying
Why Workplace Behaviour Matters
Legal & Professional Framework
Defining Bullying & Harassment
Everyday Bullying
Recognising Impact
Scenario: Sexual Harassment
Responding to Bullying & Harassment
Respectful Workplace
Responding Constructively
Reflection & Improvement
Exam Pass Notes: GOC Standard 11
Reading List
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Scenarios: Responding Constructively

Scenario 5: Witnessing Bullying

Scenario

It's a busy Saturday in clinic. Mid-rush, one clinician suddenly snaps at a dispensing colleague: "Can you ever get a PD right?" The patient in the consultation room shifts uncomfortably and avoids eye contact. The colleague who was addressed visibly withdraws, shoulders tense, and falls silent.

How can a bystander intervene without escalating conflict?

Interrupt and redirect: "Let's pause - can we check this together in the lab?" Move the conversation out of earshot; protect the colleague's dignity and the patient's experience. ^[3]^[1]
Reframe and coach: review the measurement jointly; if an error occurred, agree the fix and a learning step (double-check process). ^[7]^[2]
Close the loop: thank both; later, inform the manager with a brief factual note; propose a short huddle on "public vs private feedback." ^[1]^[5]

Scenario 6: Being Accused

Scenario

After clinic, a colleague approaches you looking upset. They say quietly, "When you joked about my accent at the huddle, I felt mocked." The setting is informal but the comment has clearly caused distress and a desire to address the issue directly.

What is an appropriate professional response?

Acknowledge impact: "I'm sorry - that wasn't acceptable. Thank you for telling me." Avoid defending intent; focus on harm caused. ^[4]^[1]
Commit to change: agree on specific behaviours (no comments on personal attributes; feedback to be private); invite follow-up if lapses occur. ^[5]^[1]
Document and learn: record your reflection; ask for feedback from a mentor; propose a team reminder about respectful language at the next huddle. ^[6]^[7]

References (numbered in text)

What bullying is - Bullying at work — Acas Find (opens in a new tab)
Workplace bullying in the UK NHS: a questionnaire and interview study on prevalence, impact and barriers to reporting — BMJ Open. Madeline Carter; Neill Thompson; Paul Crampton; Gill Morrow; Bryan Burford; Christopher Gray; Jan Illing. 2013 Find (opens in a new tab)
Factors influencing the behavior of bystanders to workplace bullying in healthcare—A qualitative descriptive interview study — Research in Nursing & Health. Sandra Jönsson; Tuija Muhonen. 2022 Find (opens in a new tab)
Being open and honest with patients in your care, and those close to them, when things go wrong — General Medical Council (GMC) Find (opens in a new tab)
Bullying and Harassment Policy : guide for managers — NHS Scotland. 2020 Find (opens in a new tab)
Written reflective accounts — Nursing and Midwifery Council (NMC). 2021 Find (opens in a new tab)
Bullying in healthcare — NHS Employers Find (opens in a new tab)

Key Points

Please take a moment to review these points, reflect on their significance and consider how they apply to your own experiences.

Tick to confirm (optional):

Use brief, private interruptions to defuse public criticism and protect colleagues and patients.
Redirect the interaction to a constructive check (eg, offer to review the measurement together).
Reframe incidents as coaching opportunities: agree specific corrective actions and learning steps.
Close the loop: thank those involved, later inform the manager with a factual note and propose team learning (eg, a huddle).
When accused, acknowledge the impact, apologise without defending intent, and commit to concrete behaviour changes.
Document reflections, seek mentor feedback and record agreed actions to support accountability and follow-up.

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Course Snapshot

5.0 (1 rating)

Length: 45 minutes CPD (0.75 CE Credits)
Appropriate for: Optometrists, dispensing opticians, practice managers, optical assistants, reception staff and practice owners.
Course Price: Free
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GOC Standard 11: Bullying and Harassment in Optical Practice (Level 1)

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Scenarios: Responding Constructively

Scenario 5: Witnessing Bullying

Scenario 6: Being Accused

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