identifying and responding to workplace issues[1]
Post on 19-Nov-2014
161 Views
Preview:
DESCRIPTION
TRANSCRIPT
Identify & Respond
Identifying and Responding to Workplace Behavioral and Violence Issues
Rebecca Henllan-JonesDecember 18, 2012
Welcome!
O IntroductionsO NameO TitleO Years with the
organizationO Something about you
in 140 characters or less
Introductions!
Overview/ObjectivesO You will develop the knowledge and
tools to identify and respond to workplace and behavioral issues
O Objectives – you will be able toO Define and identify inappropriate and
violent behavior O Predict and respond to inappropriate
and violent behavior O Report inappropriate or violent
behavior
Meeting Guidelines
O Your training, your rulesO Parking LotO House Keeping
O BreaksO Phones
Section One: Interpreting Inappropriate & Violent Behavior
Section Objectives• Define inappropriate behavior • Define violent behavior• Describe the behavior
Don’t Ignore Poor Behavior
Inappropriate BehaviorO Inappropriate behavior in the
workplace is behavior that is not consistent with the accepted behavior described in the organ-ization’s Code of Conduct
O Employees who are rude, vulgar or make condescending remarks to others are defined as inappropriate
O What other behaviors are inappropriate?
Inappropriate Behavior
O InsolenceO Intimidating
behaviorO YellingO TauntingO Bullying
Violent Behavior
O Any physical or non-physical behavior intended to antagonize, intimidate, harm, threaten, or cause injury to a person or property
Violent BehaviorO Physically injuring another individual O Purposeful contact with the intent to
provoke and/or antagonizeO Continuing Bullying and HarassmentO Subjection to emotional stress by
anotherO Carrying any weapon on University
property not required for job duties
Kelly & Sara
Scene Set Up: Kelly Collins is a nurse technician and has been called into work to do overtime; she has been asked to stock the patient rooms with the new supply order that just came in when Sara Morris, an RN, approaches her to ask for help with a patient room:
OK! NO WAY!
Claire & Tom
Scene Set Up: Claire Lincoln is a Mental Health Counselor (MHC). She has been assigned to monitor the west hall of the Psychiatric Unit and is currently sitting and filling out her 30 min report. Tom Moore is also an MHC who is assigned to monitor a patient as a one to one. Claire looks up to see Tom walking down the hall alone… (EXPLICIT Language)
OK! NO WAY!
Section Two: Assess a Situation
Section Objectives• Interpret a behavioral cue and know its
potential outcome• Examine behavioral cues• Appropriately plan your approach
Behavioral CuesO A person who is moving towards an
argument or potential violence will often give cues
O Look for those cuesO PhysicalO Verbal
O Our own internal cues – listen to your body
Behavioral CuesO Increased agitationO Increased or excessive
emotionO Flushed faceO Change in stanceO “Shuts down” ignoring youO Clenching fistsO Heavy or inconsistent
breathingO Moves into personal space
Behavioral Cues• Think of a time when you
had an escalated altercation with another individual,
• When did you know it was escalating from a conversation to an argument?
• If it intensified from there, when did you know that?
• How did you know?• What cues did the other
person give off? • Were there any internal
cues?
Examining Behavioral Cues
Looking at behavioral cues: are these behaviors Ok? Or No Way?
Planning your approach
When addressing a situation that you have identified as inappropriate or potentially violent:O Project calmness and empathyO Focus on employee’s concernsO Avoid an audienceO Stay near an exit (if possible)O …What else?
Section Three: Manage inappropriate and/or violent behavior & Employ methods
to avoid violent behavior Section Objectives
• Identify ways to de-escalate a hostile and/or violent situation
• Describe next steps • Analyze when a situation may become
violent or inappropriate • Distinguish between an angry
employee and a potentially violent employee
Angry RNSylvia, Charge RN on days has made the assignments for the evening shift and has clocked out for the day. You are in your office when you hear screaming and yelling. You come out of your office to see Mary (RN) throw a clipboard to the floor and slam her hand on the counter. You hear she is very upset about the assignment she was given
Identify ways to De-escalate…
Plan your approachO Observe and listenO Ask questions and avoid arguingO Speak softly and clearly O Calmly state consequencesO …What else?
Describe Next StepsO Continue the calm
O Once de-escalated move into more private spaceO Continue to be alert
O Determine if employee can continue shift
O Is additional intervention required?O Security?O Health Services/Employee Assistance?O HR?
Analyze a
Situation• Find your case study
group number on the front right corner of your training packet
• Move to that table number
• Locate case study envelope
• Follow the instructions• Report out to the group
Distinguish – Anger vs. Potential Violence
Review: O Increased agitationO Increased or excessive emotionO Flushed faceO Change in stanceO “Shuts down” ignoring youO Clenching fistsO Heavy or inconsistent breathingO Moves into personal space
Report out to Group
Here’s what we discovered…
Section Four: Reporting Inappropriate or Violent
Behavior
Section Objectives• Name the various methods in which
behavior can be reported • Relate situation to various reporting
methods• Name sources of assistance on the unit
and in the organization and define their purpose
Methods of Reporting
Methods of Reporting
Relating the Situation
O Listen to the following situations…O How would you
report them?O Would you report
them?
Who else can help?O University Health Services (UHS)
O Suspected or known employee intoxication O IllnessO Some injuries
O Emergency Department (ED)O If UHS is closedO Some injuries
O Employee Assistance (EAP)O Anytime there is concern for employee’s well-being
O Human Resources (HR)O Any time behavior/violence is reportedO Anytime an employee is escorted to UHS for
general follow-up and consultation
ConclusionO Never ignore poor behaviorO Always follow-up with behavioral
reportsO When engaging with a
volatile/violent individualO Keep calmO Follow policy EC 3.14
O When in doubt– contact HR
Please take a moment to fill out your survey located in the back of
your packet!
top related