Supervision and Training

Conflict Management

Health and Safety

http://www.youtube.com/watch?v=1T_XfsJRYTY

Conflict =

What is your experience?

Why Conflict

Communication

Building Human Resource Management Skills National Food Service Management Institute

Dealing with Conflict in the Workplace

The Value of Conflict

Conflict is destructive when it:

• Diverts energy from more important issues and tasks.• Deepens differences in values.• Polarizes groups so that cooperation is reduced.• Destroys the morale of people or reinforces poor self-

concepts.

Is all conflict bad?

Building Human Resource Management Skills National Food Service Management Institute

Dealing with Conflict in the Workplace

The Value of Conflict

Conflict is constructive when it:

• Opens up issues of importance, resulting in issue clarification.

• Helps build cohesiveness as people learn more about each other.

• Causes reassessment by allowing for examination of procedures or actions.

• Increases individual involvement.

Conflict Management - Steps

Step 1 Analyze

• Who is involved?• How did the conflict arise?• Positive sides?• Other issues, underlying issues?• How strong are parties opposed?• Room for negotiation?• Can ALL interests be met?• History• Circumstances

Step 2 Strategize

Step 3 Pre-negotiate

Step 4 Negotiate

• Express concerns

• Willingness to listen to the other

• Manager stays neutral

• Both parties make list of possible solutions

• Discuss options: which one does resolve issues and meet most interests of both parties

Step 5 Implement

• Support for resolution

• Communicate

• Follow up

Case Study

Building Human Resource Management Skills National Food Service Management Institute17

Dealing with Conflict in the Workplace

Personal Check-In: Response to Conflict

Techniques Used to Handle Conflict Often Occasionally RarelyAvoid the person or subjectChange the subjectTry to understand the other person’s point of viewGet another person to decide who is rightPlay the martyrGive inApologizeTry to identify specifically what you agree ordisagree onWhine or complain to get your wayPretend to agreeAdmit that you are wrong, even if you do not believeyou areFight it outTurn the conflict into a jokeWork toward a mutual solution

Health and Safety

Workplace Incidents

• http://www.bls.gov/iif/oshwc/osh/os/pr096vt.pdf

OSHA

• Occupational Safety Health Administration

• In Vermont run under: VOSHA

• Guidelines for Safety and Health protection in American workplaces

How many injuries

• http://www.bls.gov/news.release/archives/osh_10212010.pdf

• 2009: 3.3 million (down from 3.7m in 2008)

• Hospitality industry: 3.7/100

This is business

• http://www.safetyvideosource.com/c-62-hospitality-hotel-motel.aspx?gclid=CNrw64eppqgCFQ5-5QodzFrMIQ

• http://media.photobucket.com/video/slip%20and%20fall/benglasslaw/25906_0_Slip_and_Fall_1.mp4?o=10

Workplace Injuries

• Types of injuries: sprains/strains (42%), bruises, fractures, cuts, burns

• Leading injury: slip and fall

• Lifting

• Repetitive motion injury (RMI) – discuss– http://www.thebedjackcompany.com/

• Costs of injuries: medical bills, lost time, workers comp

Important to be pro-active

• http://www.hotelnewsresource.com/article50099.html

• Samples: cramps on shoes, fatigue mats, equipment guards, back braces, training training training

Managing Safety

• Policies and procedures

• Training

• Safety Committee (TFL sample + notes)

• Inspections

• Reporting

• Supervision!!

Sexual Harassment

• 76,000 harassment cases reported per year – 23,000 based on sex

• Not just “direct” but also subjective cases: environmental sexual harassment (intimidating work environment, offensive0

Policy Posted - mandatorySEXUAL HARASSMENT MODEL POLICY

It is against the policies of this employer, and illegal under state and federal law, for any employee, male or female, to sexually harass another employee. This employer is committed to providing a workplace free from this unlawful conduct. It is a violation of this policy for an employee to engage in sexual harassment.

What is "sexual harassment"?

Sexual harassment is a form of sex discrimination and means unwelcome sexual advances, requests for sexual favors, and other verbal or physical conduct of a sexual nature when:

(1) submission to that conduct is made either explicitly or implicitly a term or condition of employment;

(2) submission to or rejection of such conduct by an individual is used as a component of the basis for employment decisions affecting that individual; or

(3) the conduct has the purpose or effect of substantially interfering with an individual's work performance or creating an intimidating, hostile, or offensive working environment.

Examples of sexual harassment include, but are not limited to the following, when such acts or behavior come within one of the above definitions:

• either explicitly or implicitly conditioning any term of employment (e.g. continued employment, wages, evaluation, advancement, assigned duties or shifts) on the provision of sexual favors;

• touching or grabbing a sexual part of an employee's body;

• touching or grabbing any part of an employee's body after that person has indicated, or it is known, that such physical contact was unwelcome;

• continuing to ask an employee to socialize on or off-duty when that person has indicated s/he is not interested;

• displaying or transmitting sexually suggestive pictures, objects, cartoons, or posters if it is known or should be known that the behavior is unwelcome;

• continuing to write sexually suggestive notes or letters if it is known or should be known that the person does not welcome such behavior;

• referring to or calling a person a sexualized name if it is known or should be known that the person does not welcome such behavior;

• regularly telling sexual jokes or using sexually vulgar or explicit language in the presence of a person if it is known or should be known that the person does not welcome such behavior;

• retaliation of any kind for having filed or supported a complaint of sexual harassment (e.g. ostracizing the person, pressuring the person to drop or not support the complaint, adversely altering that person's duties or work environment, etc.);

• derogatory or provoking remarks about or relating to an employee's sex or sexual orientation;

• harassing acts or behavior directed against a person on the basis of his or her sex or sexual orientation;

• off-duty conduct which falls within the above definition and affects the work environment.

Have you observed harassment?

What would you as a supervisor do knowing what you know now?

Substance Abuse

• Especially alcohol abuse

• Illicit use estimated at 10%+ in hospitality industry

• Importance of substance abuse policies

• Identifying and confronting employees

• Employee Assistance Program (EAP); don’t try to give advice yourself

Guest Safety

• Similar causes of injury

• Exposure to legal action

• Insurance? Negligence?

Next Class

• Home work: – Chapter 12, page 392 question 4– Chapter 11, page 375 question 7

• Communication and delegation:– Read chapter 13– Prepare case study 6, page 441 for

discussion in class