LSUS MHA 702 Ch 14

lending to the problems of the adults that they supervise.

Most managers have more than enough to do without...

people-related problems

__________ are part of the job for any supervisor.

work, home, or both.

Employee problems can be related to...

separate the person on the job completely from the person off the job.

Sadly, it is not possible to...

an individual's personal problems are affecting work through deteriorating performance, reduced productivity, or disruption of a department's ability to operate normally.

A supervisor must take notice when...

an employees personal problems.

Negative effects on operations can be caused by...

problems.

An employee's poor performance may be an indicator of...

approach their employees in a manner that is respectful of their right to privacy.

Supervisors who suspect that personal problems are behind the declines in performance must...

is not the business of a manager.

Events in an individual's private life...

results

Supervisors must address the _____ of behavior & not attempt to find the cause.

probe for personal information.

Do not, under any circumstances, ...

listen & refer employees to appropriate help

Effective supervisors ____________ - employee health service or an organization's employee assistance program.

wise supervisors do not respond to such requests.

Even if employees reveal their problems & ask for advice, ...

correction - improving outcomes.

The primary purpose of intervention is...

either declining employee performance or suboptimal employee behavior.

Poor outcomes stem from...

separate performance problems from true behavior problems.

It is essential to...

different approaches.

Different problems require...

Performance problems

...relate to meeting the expectations or requirements of a job (cannot do the work).

Behavior problems

...involve violations of policies or work rules (will not do the work).

employees are always entitled to know what is expected of them.

Whether related to performance or behavior,....

unreasonable

If employer expectations were not adequately delivered to the employee, it is __________ to expect perfect performance or behavior from the employee.

weak orientation or inadequate training.

Performance problems, especially those occurring early in a person's employment, are often the result of...

decide on steps to correct the difficulty and a time frame for action.

After identifying the problem, a manager must...

the supervisor should meet privately with the employee to discuss the perceived difficulty & elicit the employee's views & perspectives.

After verifying the exact problem,...

make every reasonable effort to secure an employee's agreement

Supervisor should __________________________concerning the nature of the problem & what should be done to correct it.

wrong

Sometimes the supervisor is...

measurable objectives, checkpoints & a timeline.

Together a written plan is formulated with...

good faith, completely, & on time.

Supervisors must follow-up in...

satisfied

Manager decides if the agreement was...

Manager

.....decides on subsequent steps.

extending the improvement period (in the case of partial improvement), further training, or dismissal for failure to meet expected evaluation standards.

Outcome options include....

remediation then repeat of problem

Secondary problem:

repeat performance improvement process; documentation for a second time through the process should include working to the effect that subsequent performance must remain at or above standard or the person will be at risk for discharge (3rd strike).

Options when problem is repeated:

upsetting & unsettling

Disciplinary action is ____________________________ to many managers.

delay action

Surveys confirm that managers often ___________________________ because they don't like the punitive nature of the disciplinary system they are forced to use.

ignore the situation, hoping it will go away; acting tentatively, or deviating from protocol which prove to only prolong the unpleasantness (and may burn bridges)

Things to avoid regarding behavior problems:

cautiously but honestly, confidently, & per protocol when needed.

Apply disciplinary action...

affect employment or even ruin a career

Since disciplinary action has the potential to __________________ , caution is wise.

counseling; one or more oral warnings; one or more written warnings; suspension with or without pay; termination

5 steps of the progressive disciplinary process:

essential

Documentation is ___________ to prove that an organization's processes were followed & employee was treated evenly.

review & sign the documentation created.

At all steps of the disciplinary process, an affected employee is asked to...

necessarily indicate agreement with the action

Signing does not __________________________ but it acknowledges the employee has seen the document, discussed the problem with the manager & been provided with a copy.

"Emplyee refused to sign"

When an employee refuses to sign a warning, a supervisor notes in the signature area, _________________ and ensures that the document is dated.

witness the refusal to sign & also sign the document.

In potentially serious situations, another manager should...

progressive

Disciplinary action cannot always be...

per policies stated in the Employee Manual

Some infractions require immediate termination, ....

assault; using illegal drugs/alcohol on the job; carrying a weapon on the premises; theft; threatening other employees/managers

Infractions that generally warrant immediate termination:

have protocols in place (including security) to handle situations that warrant immediate terminations.

Smart managers (& their smart employees)...

on the spot or in anger.

Rule of thumb: Do not discharge any employee....

suspension

Impose a ____________ pending investigation.

reviewing facts & cooling off

Make a decision after....

acceptable & unacceptable levels of absenteeism

The line between __________________________ is extremely fine & difficult to recognize.

set the standard for departments

Managerial attitudes toward absenteeism...

costs money, OT, temp staff

Absenteeism...

paid time off

Absent employees receive...

generates work for others

An employee that is not replaced ____________________ (AND changes the attitudes of other employees).

sick-time

An organization's __________________ often generates its own usage.

sick time with vacation time & other personal time in a paid-time-off (PTO) bank.

Many organizations combine....

has the time off for other uses (accumulates? Pay in lieu?)

Under PTO plans, a person who uses little or no time off for illness...

ill people to come to work & potentially infect other workers

PTO policies incentivize...i

have merit.

Both sick-time & PTO plans...

absenteeism

A department manager's conscientious attention to ________ is a significant component in controlling absences.

Accurate

..... attendance records are required.

in close touch

Effective managers. __________________________with their employees.

after return from any absence

Effective managers check in with their employees ___________________________, even a single day, which makes the employee aware

patterns

Watch for ___________ of abscences.

Monday

Employees tend to be "sick" on _________ more than on any other day of the week.

trigger disciplinary action.

Counsel any employee who appears to be getting close to a level of absences that can....

to help employees improve & succeed.

;a supervisor's intent should be....

An employee assistance program (EAP)

....provides information, assessments, advice, and referrals for employees who are experiencing personal problems that can affect them as individuals and as producers of goods or services.

to help preserve employee confidentiality; many employees are more likely to share personal issues with an outsider than with another employee

It is common practice to use an external assessment and referral agency rather than have organizational employees perform an EAP:

time

EAP interventions require...

self-referral

Employees can enter an EAP through...

supervisor, manager, and employee health office.

EAP referrals can come from...

details of a problem.

Managers & supervisors doe not need to know

the business of the manager/supervisor.

Problems that affect the performance & safety of other people becomes...

a set, nominal amount of money per employee or per full time equivalent.

An EAP usually costs an organization...

cost effective.

HR experts agree that an EAP is...

support from senior & executive managers; adequate funding; efficient & confidential assessment & referral processes; confidential records; education employees & managers about the EAP program & how to access it

An EAP requires:

relieve department managers of difficult problems

An EAP can ______________________________________ involving ordinary good employees who encounter personal difficulties.

termination

An EAP can effectively assist a person for whom _________ would be the alternative.

in helping salvage employees

Experts agree that there is far more satisfaction ________________________________ who might otherwise fail than there is in firing them.

Dismissal

is related to performance.

Dismissal

...is appropriate with performance problems & should be the final resort.

"no-fault separation"

Dismissal is a...

unemployment compensation

A dismissed employee is eligible for....

Discharge

is related to conduct or behavior.

termination for cause

Discharge is ________________________, more commonly, "being fired."

all elements of an organization's progressive disciplinary process have been applied, documented, and failed to correct the problem.

Discharge should only occur after....

ineligible

Employees who are discharged are usually _____________ for unemployment compensation.

anger

No employee should ever be summarily discharged, fired on the spot, or fired in __________ despite the nature of the infraction.

place the offender on indefinite suspension pending investigation & discharge.

An appropriate reaction to the most blatant of offenses that are punishable by immediate discharge is to...

a cooling off period for all concerned, and time for a fair/thorough invesitgation.

Placing an employee on indefinite supervision, who has committed an act warranting immediate termination, provides for...........

HR

Many organizations require managers to coordinate all disciplinary actions with...

legal requirements

HR can help to ensure that the elements of a progressive discipline program are consistently applied and to confirm that all ___________________ are observed.

central monitor

HR should serve as a _________________________ for disciplinary actions.

that all proper steps called for in the policy

HR ensures________________________________ have been applied.

reducing the need for disciplinary action.

Active prevention is important in....

information & education.

2 important keys to prevention:

the work rules & applicable policies.

Ensure that all new employees are familiar with.....