Lec 13 & 14:Progressive Discipline/Emot'l Intelligence

why does progressive discipline matter in pharmacy

patient safety

regulatory compliance

workplace culture

risk management

what is progressive discipline

approach to addressing employee performance and behavioral issues in a fair and consistent manner

-series of steps taken to address unacceptable performance

goal of progressive discipline

have the employee change their performance

what are the steps of progressive discipline

-early notification

-verbal warning

-written

-warning

-suspension

-termination

coaching/verbal warning description

Informal discussion to address minor performance or behavioral issues. Focus is on coaching, clarifying expectations, and correcting behavior early.

coaching/verbal warning documentation

Minimal. May be documented in supervisor's personal notes but not typically placed in the official personnel file.

written warning description and documentation level

-Formal notice that outlines the issue, expectations for improvement, and consequences if behavior continues. Employee usually acknowledges receipt.

-Moderate. Documented and placed in the employee's official file; includes date, issue, and improvement p

final written warning description and documentation level

-Serious formal warning indicating continued or severe issues. Clearly states that failure to improve will result in further disciplinary action (e.g., suspension or termination).

-High. Detailed documentation in personnel file; often includes performance improvement plan (PIP) and timeline.

suspension description and documentation

Temporary removal from work (paid or unpaid) due to serious or repeated violations. Used as a last corrective step before termination.

Documentation Level: High. Fully documented in personnel file with reason, duration, and conditions for return.

termination description and documentation

-Ending of employment due to failure to meet expectations or severe misconduct.

-Documentation Level: Comprehensive. Full record of all prior disciplinary actions and justification for termination kept in personnel file.

what is verbal coaching definition

first step in progressive discipline, aimed at addressing minor performance or behavioral issues in a constructive and non-punitive manner. It involves an informal but structured conversation between a supervisor and an employee to provide guidance, clarify expectations, and encourage improvement before formal disciplinary actions are taken.

DOs of verbal coaching

-address issue early

-be specific and objective

-focus on behavior, not personality

-provide clear expectations

DONTs of verbal coaching

-ignore minor issues

-be vague

-document inconsistently across staff

-publicly crticize employee

when do you use verbal coaching

-when employee exhibits MINOR performance issues

-if an issue is NOT YET A PATTERN, but corrective action is needed

-when employee MAY NOT BE AWARE they are violating policy

**step before escalating to formal verbal or written warning

verbal coaching steps

-prepare for convo

-private area

-clearly state issue

-encourage employee input

-clarify expectations and provide guidance

-document conversation

-follow up

purpose of verbal warning

address minor infractions and clarify expectations

-if there is NO response to early recognition/verbal coaching

*this is formal oral reprimand

what do you do during verbal warning

-tell employee if their performance does not turnaround, a written warning could follow

-document the conversation

for written warning be careful how you draft it because... and also do not go at alone, bring ___

its a legal document

-Bring HR, supervisor

what is included in written warning

prior warnings

-defined unacceptable behavior

-specify a deadline

-consequences of noncompliance

DOs of written warnings

-clearly describe issue

-reference prior discussion

-outline expectations for improvement

-include timeline

DONTs of written warnings

-introduce new issues not previously discussed

-use emotional language

-skip documentation

-fail to obtain acknowledgment

DOs of final written warning

-clearly state "final warning"

-specify consequences (termination risk)

-provide measurable improvement goals

-offer support/resources

DONTs of final written warning

-be ambiguous about consequences

-continue escalating w/o clarity

-apply inconsistently across employees

purpose of suspensions

emphasize the severity of continued violations, employee is not at work

-shows that the situation is very serious

**not every company offers this step

DOs of suspensions

-use for serious/repeated issues

-clarify conditions for return

-document thoroughly

DONTs of suspensions

- use arbitrarily (randomness)

-fail to align with HR policy

-skip due process

purpose of termination

when all corrective actions fail, termination may be necessary

-may lead to legal action

-make sure to cover all bases with supervisor and HR

-have witness present

termination impacts on employee and manager

employee: self-esteem, reputation, personal finances

manager: emotional, unpleasant

DOs of termination

-ensure documentation is complete

-be consistent with policy

-involve HR/legal when needed

-maintain professionalism

DONTs of termination

-terminate impulsively

-lack documentation

-deviate from policy w/o justification

-provide misleading rationale

if you've done a good job with ___ steps, employee wont be surprised with termination

progressive discipline steps

what are some tips for termination process

-terminate with compassion and maintain respect

-remain neutral

-don't permit abusive behavior

-arrange for belongings when not everyone is around

-document termination (maintain confidentiality)

Scenario: A pharmacy technician repeatedly ignores patient inquiries. what is progressive discipline approach

Verbal coaching → Verbal warning → Written warning → Suspension → Termination.

Scenario: A pharmacy staff member consistently argues with colleagues, disrupting workflow.

• Progressive Discipline Approach:

Conflict resolution coaching → Written warning → Suspension.

what is conflict resolution coaching

structured approach to help employees navigate interpersonal disputes or workplace tensions before they escalate into formal disciplinary action

-proactive method within progressive discipline to foster positive work environment while addressing behavioral concerns

when is conflict resolution used

-when employees have repeated interpersonal conflicts that disrupt workflow

-before giving written warning for their behavior

-when misunderstandings, miscomm, or teamwork issues arise

steps in conflict resolution

-identify issue

-encourage open communications

-clarify expectations and accountability

-facilitate a resolution plan (guide employees in finding mutual resolution)

-monitor and follow up

A lead pharmacist and a pharmacy technician frequently argue about prescription verification responsibilities, causing workplace tension. coaching approach:

1.Meet individually with both employees to understand concerns.

2.Facilitate a discussion to align on responsibilities.

3.Clarify expectations regarding teamwork and professional conduct.

4.Create an action plan, such as a workflow guide, to avoid future disputes.

5.Monitor progress and escalate to formal discipline if needed.

best practices for implementing progressive discipline

-consistent documentation

-objective communication

-training and support

-follow policy

why does EI matter

-improved pt outcomes

-beter interprofessional collaboration

-reduced burnout

what is EI

ability to:

-recognize emotions (self & others)

-regulate emotions

-use emotions to guide behavior

what are the 5 core EI domains (Goleman Model)

-self awareness

-self regulation

-motivation

-empathy

social skills

EI in pharmacy practice

-med adherence convos

-delivering bad news

-de escalating conflict

-leading teams

cognitive vs emotional response

cognitive: logical reaction

emotional: immediate response

what is emotional hijacking

amygdala override= impulsive behavior

-common in high stress and conflict

4 techniques for regulation

-pause

-label emotion

-reframe situation

-controlled breathing

characteristics of high EI leaders

-improve team morale

-reduce turnover

-improve pt outcomes

A pharmacist becomes frustrated during a patient interaction and responds curtly. Which EI domain is MOST deficient?

A. Motivation

B. Self-regulation

C. Empathy

D. Social skills

B. Self-regulation