MANAGER TRAINING FACILITATOR S GUIDE
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1 MANAGER TRAINING FACILITATOR S GUIDE Thank you for representing First Sun EAP at a manager training. Below are some guidelines for the content of the training. A Participant s Guide is also available for the Managers who attend the training. If you have any questions at any time please call us at We are happy to help. First Sun EAP sees manager training as an additional opportunity to promote the general services of the EAP. Besides their own personal use of the EAP, managers often become a confidant with whom employees share their personal troubles. Managers can act as helpful EAP conduits for employees who are having personal troubles that have not shown up in job performance. For this reason we take the responsibility of reviewing services for managers as part of any Manager Training program. This training also helps managers confront employees who have job performance problems. CONTENT OF THE TRAINING I. Introduction Your role with FSEAP, your role outside of First Sun Your status as a trainer and not The EAP Provider. (Your default to any question you don t feel confident about is to have them call First Sun EAP at ) What you hope to accomplish today - The focus of this training is on handling workplace performance issues. By the end of the session, it is our hope that you will 1. Recognize the EAP as a tool to help manage performance problems 2. Understand the Job Performance Referral Process 3. Increase your comfort level in making a referral through case studies and role plays II. Workplace problems: What gives you a headache? Find out about the participants and their concerns and describe EAP in context with these. Engage them quickly. As time allows, you might ask: Who they are.
2 How long they have supervised. How many folks they supervise. Have them brainstorm: What are the job performance problems or employee behaviors that give you a headache? (You might want to write their responses on a flipchart.) III. What an EAP is and Why it is Needed Your company has an Employee Assistance Program to help you manage the kinds of job problems you just listed. First Sun Employee Assistance Program is based in Columbia, SC. First Sun serves corporate clients, employees, and employee families across the country. First Sun networks with a variety of local service providers and counselors to address client needs across the country. EAP s are not: simply counseling services. A Certified Employee Assistance Professional provides a variety of services for employers and employees. They also consult about job performance concerns. - Simply alcohol and drug services. As a workplace focused program, First Sun EAP addresses a range of issues that affect the workplace A place where you send an employee to be punished. EAP s are a resource to help employees get back on track in the workplace where they have job performance problems. You use an EAP to try to salvage an employee at work. EAP s are: o Confidential within the limits of the law and certain other guidelines. That means when you coordinate a workplace referral to the EAP, the EAP will confirm attendance and compliance, but will not share with you personal material the employee talks about o Convenient to use. It generally takes just one phone call to get hooked up for services. o Cost affordable. No cost to consult; typically no cost or very little cost for services to an employee. Case Study 1 (below and in the Participant s Guide) IV. Show First Sun Manager Training Video To illustrate the use of the EAP to address workplace problems, show the video / DVD, Consultation Services for Managers and Supervisors (11 minutes) Process the video. What they saw, what they heard, what questions does it bring. (Remember your default to refer odd questions to us.) If it is not feasible to show a video, we also have a Manager Training Power Point available. We will determine ahead of time which is to be used. V. Who the EAP serves 85% of the employees and their families that use EAP services are self referred or are suggested by a friend or coworker without any formal management intervention
3 15% of the employees referred come from job performance referrals - situations where performance problems have been identified on the job Those referred for JPR are referred for the purpose of getting their job back on track Those 15% create 80% of your people management problems for you as managers at work. EAP is there to benefit everyone-- employee and family as well as the supervisor who may be dealing with an employee who is not performing well. Therefore there are two clients with job performance referrals, the employee who is dealing with problems of poor performance (and possibly other personal problems) and the manager who has to supervise and respond to the poor performance. VI. VII. How Services can be Obtained Any employee or employee family member can access the EAP by calling our number and requesting service Sometimes employees come to use the EAP through the suggestion of coworkers or supervisors when the problem hasn t yet affected work performance Job performance referrals are generally initiated through the manager, HR, and EAP Consultant working together to initiate a referral for a troubled employee What EAP Services Include (partial list) Assessment & Referral Short-term problem resolution for Individual, Marriage and Family issues Financial Consultation Legal Consultation Eldercare Services Childcare Services Pet Care Services Adoption Assistance College Assistance School Assistance Pre-hospitalization Assistance for behavioral health issues Crisis Intervention 24 hour availability VIII. How Managers and Supervisors Can Use the EAP as a Management Tool EAP consultation services are a unique service available to managers and supervisors. When you have a concern about the job performance or workplace behavior of an employee, you can call and consult with the EAP about the concern. An EAP consultant has special skills and training to help you address workplace concerns or job performance issues. An EAP consultation is simply a matter of picking up the phone and making a call to discuss the workplace concern. The focus is on workplace behavior, job performance, and productivity. It doesn t cost you any money to consult with the EAP about the job issues. Be prepared to describe the workplace concern to the EAP consultant. Describe; don t diagnose. (Reference EAP Workplace Referral form handout in the Participant s Guide.)
4 Consultation with First Sun EAP is another tool to help you effectively manage and coach your employees. Don t let problems slide. Early intervention through constructive correction can: o salvage an employee o help prevent morale problems o prevent headaches for you o save the company money (If you are compensating an employee $35,000 in pay and benefits for a 100% effort, how much is lost when they are only 50% productive for half of the work year?) Lead them through the 5 step referral process and have them reference the manager brochure so they can follow along... Okay, so how do I consult with First Sun EAP? 1. Call to speak with a First Sun EAP consultant available 24/7. 2. Define what the workplace concern is. Use the EAP to define what you see the job problem to be. A job problem can be most anything that gets in the way of the work getting done. Together we can work on a strategy to address the problem. Human Resources can be helpful here. 3. Document and Discuss with the employee. Part of any effective strategy is to make time to document and discuss your concerns with the employee. This gives you an opportunity to: a. share your concerns with the employee b. ensure a clear understanding of your concerns c. give initial coaching as to improvement d. give the employee a first chance to get back on track **NOTE: Guidance of the EAP does not supersede company policy or direction by Human Resources. Human Resources is an invaluable asset in addressing workplace concerns. It is recommended that you seek the guidance of Human Resources, especially if the situation involves job action. Further documentation and discussion of the continued poor performance 4. IF poor job performance continues after you have discussed your concerns with the employee, a Job Performance Referral to First Sun EAP may be next. This involves three elements: a. Further documentation and discussion of the continued poor performance b. Appropriate Job Action. Talk with HR for guidance in this process. (Frankly, if you want to be taken seriously, job action is a must.) c. Pre-arranging an appointment for the employee with the EAP. (Simple to do. Just call the EAP consultant again before you meet with the employee and we ll get the wheels in motion.)
5 5. Follow-up Process: When a Job Performance Referral is made to the EAP, the EAP consultant will follow-up with you regarding the employee s attendance at the EAP and compliance. On-going, relevant workplace issues not confidential personal issues will be discussed with you. IX. Barriers to Making a Referral Why are some managers and supervisors hesitant to make a referral? (Reference Barriers to Making a Workplace Referral to the EAP in Participant s Guide.) o I feel I m betraying the employee. o I m afraid I ll ruin her career. o I m not a good manager if I don t solve this problem on my own. o I had the same problem once. o What if they get angry? Ask Can you think of other reasons? and have them react to these and other barriers they raise. Validate the concerns and assure them the EAP is there to assist managers with these and other apprehensions. X. Case Studies Ask for questions. Remember to refer odd questions to us. Then try a few case studies below. They are also printed in the Participant s Guide. Now. Let s try a few! XI. Open discussion Write down any questions you didn t have an answer for or First Sun should best answer. When being asked to address particular concerns about company policy, it is best to refer employees to a HR representative in the training or ask them to address that question with HR outside the training program. XII. Wrap up Refer folks to the (800) number for questions and concerns that come up about EAP services. It is easy for you and your employees to reach First Sun EAP. The phone number is The EAP is available to take your call 24 hours a day, 7 days a week. Have them complete an evaluation to help us improve our service.
6 Case Studies and Role Plays (The goal of which is to try it and make mistakes.) Case Study #1: You supervise Mark. Mark is a 59 year old who has been employed with the company for 18 years. Mark is a veteran, married and has two adult children. Mark is an excellent salesman and works well with customers that is, unless he thinks they re idiots. And Mark thinks a lot of people are idiots. He is thorough and timely in completing his work assignments. He mingles well socially but in the office with co-workers he is often rude and abrupt. He occasionally yells at the administrative assistant, Sandy, who works in this small office. She is also a long term employee with an excellent reputation. Generally cheerful and bright, she reported to you that she feels very uncomfortable working with Mark. In a recent incident, Mark became so enraged and angry that Sandy became frightened for her safety and left the building to go home. 1.) What is the workplace problem? 2.) Who has the problem? (Hint: Who supervises Mark?) 3.) As a manager / supervisor, what is your responsibility to both employees? 4.) What company policies come into play? 5.) What do you do? (Give the participants time to brainstorm. If manageable, perhaps put them in groups, give time to discuss, and have the groups report on their answers.) Case Study #2: Have them work in groups of 2. Read the Case Study together. The person in the dyad with the birthday closest to May 24 is the supervisor. Have them role play the supervisor talking with the employee about the workplace concern and making a referral to the EAP. Give 3-4 minutes. Process this. What was it like for the supervisor? What did they find easy and difficult? How did they feel? Feedback from the employee as to what was effective. Case Study #3: Still in groups of 2. Read the Case Study together. Now the shoe is on the other foot. (They switch roles.) Have the person now role playing the supervisor talk with the employee about the workplace concern and making a referral to the EAP. Give 3-4 minutes. Process this. What was it like for the supervisor? What did they find easy and difficult? How did they feel? Feedback from the employee as to what was effective. Remaining Case Studies: As time allows, either in small groups or as a whole class, consider the other Case Studies. What questions come up? What would they do? (You will recognize good strategies when you hear them.) Defaults are always: Follow you policies and procedures. Remember to consult with Human Resources and the EAP for good preparation. You can always call the EAP before you talk with an employee to get coaching on any concern you might have.
7 FREQUENTLY ASKED QUESTIONS What if the employee won t go to the EAP? In 99% of the cases, they don t have to use the EAP if they don t want to. While they don t have to use the EAP, they cannot continue in poor job performance. Even if the employee declines services, we will follow up and work with you and look for a future opportunity to work with the employee. Sometimes it takes two write-ups to convince them you are serious. Can I make an employee go to the EAP? In perhaps 1% of the situations (violation of certain company policies- violence, fitness for duty, etc), the company has the appropriate recourse to terminate an employee immediately no further discussion. In such cases the company may opt to make a Condition of Continued Employment Referral to the EAP. (The EAP does not recommend giving the appearance of terminating an employee solely for failure to use what is seen to be an employee benefit.) Always consult with HR in such cases. Does the EAP work? Yes. In follow up studies of job performance referrals, this process has been shown to salvage employees and save the company money. Two years after the initial referral, between 60% and 65% of employees who come to the EAP as workplace referrals are still at work with the companies they serve. In some job classifications, that can save a company upwards of $100,000 in experience, training, and various headaches.
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