Each scenario will outline:
- A framework for handling typical workplace incidents.
- Processes and scripts to assist supervisors and managers in navigating workplace situations.
- Practical pointers to adopt in your approach to management.
- Search terms to assist managers in looking for external services.
Family Violence
Lachie has started coming to work late looking noticeably tired and not as well-groomed as usual. You have noticed that he has become withdrawn from the team. Colleagues have commented he seems distracted.
What do you do?
Mental Health
Jasmine works in the office at reception. Jasmine started 12 months ago and settled in well. However, it has become increasingly difficult to have her working on reception as she seems to burst into tears frequently for no apparent reason and is unable to control her sadness.
What do you do?
Drugs & Alcohol
Sam has been working for you for the past 18 months and has recently turned 18. Sam has always been a consistent worker and keen to learn. Today, he has arrived at work smelling of alcohol and noticeably disorientated.
What do you do?
Bullying
Damien is a new employee working on-site with a group of experienced operators. You meet with Damien and it is clear he is upset. Damien tells you he feels like he is being bullied by the more experienced operators.
What do you do?
Performance Management
Jake has been employed for 3 months and is not performing the duties of his role at all well. His attention to detail is poor and has resulted in a number of customers being unhappy with the service received.
What do you do?
Interrelationships within the business
Tom is 18 and joined the business after being referred by his father who has been a loyal and hardworking employee for over 20 years. It's Tom’s first job since leaving school and he is not performing well.
What do you do?
Flexible Working Request
Jacqui has been employed as a receptionist for over two years now. She has been a terrific employee showing herself to be proactive, positive, and above all very responsible. Jacqui has requested to see you indicating that she would like to adjust her work hours from 9-5 to better suit her lifestyle as she is undertaking further study.
What do you do?
Resignation
Xavier has been working for you now for 12 months. During that time he has attended many training sessions and courses at the company’s expense and proved himself to be a very willing and able employee. You think that Xavier has a long future in front of him within the business. Xavier comes to work and asks to see you. He tells you he is leaving.
What do you do?
New Hire
Jackson is an applicant for a vacant position. You have been looking to fill this role for a few weeks. After interviewing Jackson you knew he was the right fit and offer him the role. During the interview process, you discover that Jackson has had several other interviews. It's two weeks before he can start and you are keen to ensure he remains excited about joining the team.
What do you do?
Probation Period
Lily joined the company in a newly created role. Whilst Lily appears to be settling in well her work is not quite where you expect it to be.
What do you do?
Financial Insecurity
Sue has been working with you for a few months after being unemployed for two years. Initially she was very enthusiastic and engaged, but recently she has begun to show signs of tiredness at work. You notice she is no longer bringing her lunch and seems to be withdrawing from social events after work. She approaches you to ask for an advance on her pay.
What do you do?
How not to jump to conclusions
You meet Max for the first time. He is tall, thickset, wearing a black hoody, and with face tattoos.
What do you do?
Practising patience
Jo just started a new job after a long time being unemployed. They arrive at your office unannounced, extremely upset and agitated, almost incoherent with distress.
What do you do?