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E1: I’m frustrated b/c I have a new supervisor who wants me to take a different shift. E2: I could suggest self- scheduling as an option for our department.

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Presentation on theme: "E1: I’m frustrated b/c I have a new supervisor who wants me to take a different shift. E2: I could suggest self- scheduling as an option for our department."— Presentation transcript:

1 E1: I’m frustrated b/c I have a new supervisor who wants me to take a different shift. E2: I could suggest self- scheduling as an option for our department. E1: A new shift will conflict w/my personal life E1: Maybe. E1: Ok, but I’ll want to see that in writing. E1: It’s not fair to me because the hours I currently have are more convenient. E2: Can you tell me more about your conflict with taking a different shift? E2: Would it help if I gave you a notice before the schedule changed? E1: I hope that’ll work. E1: I would like that and I have an interest in coordinating the self- scheduling. E1: I have children I need to get from daycare. E2: I really need you to work a different shift because we are having a schedule change. E2: I discussed this with HR and this is necessary. E2: You’ll get two weeks notice like the other employees. E2: Why can’t you work a different shift? = Position related question or statement. = Interest related question or statement. Tammy Dalton Stephanie Herrara Mary Williams Jane Lickletter 1

2 E1: I’m frustrated b/c I have a new supervisor who wants me to take a different shift. E2: I see that you’re upset. Can you tell me why your schedule can’t be changed? E1: Why does this have to affect me? E1: I would like to see the policies and procedures. E1: Does HR know about this? E2: Why does this make you feel uncomfortable? E1: I just have personal conflicts. E2: New schedules are very necessary. E2: This will affect the entire department, not just you. This is for the safety of our patients. E2: I discussed this with HR and this is necessary. 1

3 E #1: I need to work more days. I can’t see all of my patient’s if I don’t. E#2: The schedule cannot support another therapist on Wednesday. What other suggestions do you have? E #1: I want to do what’s best for my patients and I can’t do that with three days a week. E #1: Well, maybe, but I still don’t think that will work. E #1: It was not made clear to me. E #1: I didn’t realize that was the final schedule. E#2: Do you want to try doing that to see how it works? E#2: Could you extend the hours on the days that you are already working? E#2: Use that relationship with your patient to ease the transition. E #1: Patient satisfaction will suffer then. E #1: I will try to extend my hours. E #1: I will try. E #2: If you were unsure why didn’t you seek clarification ? E #2: Ok. E#2: That was your schedule that you made. E#2: You were at the meeting. You should have said something. E #2: You’ll know next time. E#2: Let’s look at your case load and see which patients can move to a different therapist. E #2: Ok. E#2: All of our therapists are competent. They will be fine. E#2: What are the barriers you feel you face with your schedule? = Position related question or statement. = Interest related question or statement. Cassie Sherry Staci Maggie 2

4 E #1: I need to work more days. I can’t see all of my patients if I don’t. E #2: I am glad you have created that relationship with your patients. How do you suggest resolving this? E #1: What am I supposed to tell my patients when they can’t get in on my schedule? E #1: I have my kids on Monday. E #1: Patient satisfaction will suffer then. E #1: They only want to see me. E #2: Can you extend your hours on the days you are here? E#2: We can’t open up Wednesday. Is there another day you could pick up? I think Mondays are available? E #1: I guess we are stuck. E #1: I guess I can try picking up a few late patients. E #1: I will try. E #2: Use that relationship with your patient to ease the transition. E #2: Ok. E#2: It’s too late. The schedule is out E #2: They will just have to be seen by another therapist. E #2: I can’t clone you. E #2: All of our therapists are competent. They will be fine. E #2: You can’t do Mondays and I can’t do Wednesdays- now what? E #2: Ok. 2

5 E #1: I am only working 9-5. Don’t expect anything more from me than my job duties. ? = Position related question or statement. = Interest related question or statement. Darlene Stilts JoAnn Foote Wade Williams Gene Hillo 3

6 Employee: I am only working 9-5. Don’t expect anything more from me than my job duties. When I am off it is my time When I was hired it was for M-F. No weekends. E #1: Patient satisfaction will suffer then. I’m not going to answer because I’m not coming in on my time. Can you tell me why you feel that way? I have a lot going on at home. 12 hour shifts conflict with my wife’s schedule. E #1: I guess I can try picking up a few late patients.. Supervisor: I need you to answer your pager or phone when you are called. You have a company related pager you are expected to answer. We are short staffed and everyone else is doing overtime. I understand but this is a temporary situation until more people are hired. 3

7 I am frustrated working short-staffed and the nursing assistant gave no baths, bed changes, or fresh water to the patients. When approached to question the duties not completed, I am met with hostility. I’d like to hear more so maybe in the future we can make sure the load is more even. NA: There’s just two of us and I was split to another hall. Everyone else was busy. You’re not listening to me- there was only 2 of us. Maybe they had easier patients to care for. I’m sure I could have found time to help if you had asked me. Did you ask anyone to help? We work as a team. Always ask. No, I didn’t ask anyone to help. If I could be more involved in the assignments at the beginning of the shift… I’ll try to remember next time. I’m listening. I can see you are really upset. Could we talk more after your shift? Great idea. Let’s talk with management on Monday. The other NA’s told me they were able to give baths and patient care. There is no excuse for not giving patient care. There were only 2 RNs and they managed to give patient care. Did you even try to get someone to help you? Just do your job. Well, that’s not an effective use of your time. RN: It’s near the end of the shift and I just noticed that the patients received no daily hygiene care. = Position related question or statement. = Interest related question or statement. Christine Linda Beth David 4

8 I am frustrated working short-staffed and the nursing assistants gave no baths, bed changes, or fresh water to the patients. When approached to question the duties not completed, I am met with hostility. Did you use your break for getting on the internet? PCT: We didn’t have time to do any of it. I was afraid to ask for help because we are all short- staffed. It only took a few minutes. I had to check the weather because we are going out of town. Can you explain what happened today and why you couldn’t get any of your work done? We didn’t get breaks today.. RN: It’s you job to do that. I saw you on the internet at the nurse’s station. That is not part of your job description. 4

9 Did you get the about the two sales jobs? One is in Hawaii this year! The other is in Idaho – guess which one I want? Seniority is very important but to incentivize sales growth and commitment to increasing sales other things should be considered. Well, I deserve it more than you. Wow, I had no idea. Congratulations! I have dealt with the Hawaii office before so I wanted to meet the people I’ve been speaking with. According to policy, I should choose since I’ve worked here longer. Well, I have greater seniority with the company. I will only have a 25 th anniversary with Ann once. Do you think you could go next year? We both deserve this for working so hard this year. I was really wanting to celebrate by 25 th wedding anniversary with Ann there. That’s what I was thinking. Improve the bottom line and maybe next year we can both go or we will send you. Let’s go to the district manager and see who is more important to this company. Yeah, I can live with that. Let’s shake on it. Congrats again! I guess we have to follow policy but I would like to have that policy reviewed in the future. Well, I’m top seller in this company. What difference does it make how long you have been here if I make most of the sales? Well, that policy is stupid and doesn’t promote incentive or sales growth. You know what, with your sales record this year may really be able to pull some great sales numbers. Fine! I don’t know about you but I want Hawaii. = Position related question or statement. = Interest related question or statement. Ann Kim Minola Steve 5

10 Did you get the about the two sales jobs? One is in Hawaii this year! The other is in Idaho – guess which one I want? My son is in the Navy stationed in Hawaii and I was hoping to take this chance to see him. What?! How do you figure that? What? My sales are in the top 10% and I have been here 20 years. Well, my sales are good and I have seniority. Really? I guess I should support my country. You should see him.. My guess is Hawaii, but that’s too bad – I’m going. Because of my sales numbers. They are the top in the company. Who cares about seniority when your sales are sub- par? So – after 20 years you should be #1 in sales! 5

11 I am so frustrated because she will not commit to a set schedule like the other members of the team. I need to review my and look at the schedule. But everyone else does – it’s the rules. 1 weekend every 5 weeks or working 2 late days per week. This is an urgent matter and needs to be resolved today. It was ed to you, and discussed in our meetings. I have a lot going on this summer but I will re-arrange my schedule. So, what is my requirement? I though we were a team – thanks for nothing! That would be great. We need to get it resolved today. Thanks for being a team player. I will do my best to handle this today! Maybe I can work 2 late days for the summer. No one told me the rules. What ? I though this was still up for discussion. I don’t know how it’s gonna happen today! That is not going to work for my summer schedule. I don’t know why it’s so important to do today, but I’ll look at it. I can’t work late and I can’t work weekends. = Position related question or statement. = Interest related question or statement. Ann Kim Minola Steve 6

12 I am so frustrated because she will not commit to a set schedule like the other members of the team. I would like to stay prn and I’ll pick up my one weekend. Everyone else is following the policy. You seem to work your schedule around your personal life only. All of our employees are “special”. There is a requirement for PRN as well. That’s the way I’ve always done it. What’s the problem? You work prn – we may no longer need your services. Remember it’s every 5 weeks. This will help the team. You could get written up for not doing your requirements. It’s going to be difficult. I have a lot going on but I’ll look at the schedule again. It’s not going to be easy, but I’ll try. Why are you just pinpointing this at me? Well, I’m prn so I don’t have to do what everyone else does. I thought I was considered a “special” prn employee. I quit! Well, duh! Well, I hope you are looking at everyone else’s schedule. 6


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