Learning to detect, discipline, and resolve problem behavior in the workplace.

1. Agnesian Work & Wellness
Employee Assistance Program
Supervisor Training

2. Reasons for EAP
• 70 percent of all current illegal drug users are
employed (National Institute on Drug Abuse).
• Approximately 20 percent of employees at any given
time are experiencing personal difficulties.
• A troubled employee will affect five to seven others.

3. Scope of Services
• Management Consultation
• Supervisor EAP Training
• Employee Orientations
• EAP Program Promotion
• Employee Life/Work Enhancement
• Assessment, Counseling and Referral
• Case Management of Formal Referrals
• 24-Hour Phone Availability

4. Scope of Services
• Critical Incident Stress Management
• Statistical Program Activity Reports
• Legal Referral

5. EAP Defined
• An Employee Assistance Program is designed to offer
confidential consultation services to employees and
their household family members who are experiencing
health or personal issues that may be impacting their
life at home and/or work.

6. Confidentiality
• Information discussed during counseling
sessions with counselors will remain private
and secure without disclosure unless
authorization has been obtained in writing
from the employee.

7. State & Federal Limitations
• When an individual threatens imminent harm to
self or others
• In situations of suspected child abuse or neglect
• Court-ordered subpoenas may apply
• Authorized release signed by the employee

8. EAP Objectives
• Assist employees and their immediate family
members with early identification and resolution of
health and personal issues.
• Utilize counseling and short-term problem solving
which will not impact the company’s healthcare plan.
• Control company’s losses in productivity.

9. Three Types of Referrals
• Self Referral. When the individual makes contact
with the EAP on his/her own.
• Informal Referral. When a supervisor, union
member, co-worker, family member or community
professional recommends or suggests that the
individual utilize EAP.
• Formal Referral. When the performance of the
employee has deteriorated and they are requested
to utilize EAP.

10. What Concerns are Employees
Dealing With?
• What do you hear from family, friends and
co-workers?

11. Types of Challenges
• Family
• Marital
• Behavioral/emotional
• Legal
• Medical
• Financial
• Vocational
• Substance abuse

12. Supportive Options
• Resolution by counseling
• Referral to:
– Specialized counselors
– Self-help groups
– Inpatient treatment
– Educational
– County services
– Outpatient

13. Contacting the EAP
Just a phone call away…
(800) 458-8183

14. Why Don’t Employees Do
What They Are Supposed To Do?
Coaching for improved work performance
Ferdinand F. Fournies

15. Survey Results
Survey results of 25,000 managers and supervisors.
Results are listed in the order of response.
• They don’t know what they are supposed to do.
• They don’t know how to do it.
• They don’t know why they should do it.
• They think they are doing it. Needs more feedback.
• There are obstacles beyond their control.
• They think it will not work.

16. Survey Results
• They think their way is better.
• They think something is more important. Different
priorities.
• There are no positive consequences for them doing
it.
• There is a negative consequence.
• There is a positive consequence for not doing it.

17. Survey Results
• There is no negative consequence to them for not
doing it.
• Personal limits/capacity.
• Personal issues.
• Fear - anticipate further negative consequences.
• No one could do it.

18. Discipline Process - Policy Dependent
(example 4 step)
• Step One. Verbal with sometimes speech.
• Step Two. Written with sometimes speech.
• Step Three. Suspension with sometimes speech.
May consider a formal/mandatory referral.
• Step Four. Termination.

19. Signs Of A Troubled Employee

20. #1 – Recognize the Concern
• Absenteeism
• Accidents increase
• Preoccupation
• Sudden behavior change
• Quality and quantity of work
• Increased irritability
• Increased fatigue

21. Personal issues can lead to
on-the-job performance concerns
PERSONAL ISSUES WARNING SIGNS PERFORMANCE CONCERNS
•Alcoholism Absenteeism Inconsistent and sporadic job performance
•Drugs – legal/illegal Monday and Friday, after payday Sometimes the best to sometimes the worst
•Marital issues Absent from job location performer
•Family issues Sleeps in and calls in sick Overall decreasing quality and quantity of
•Financial – debt, gambling Away due to accidents performance
•Physical illness Always a crisis Mistakes
•Emotional concerns Lateness Excessive absenteeism
•Legal concerns Frequently comes to work late Promises
•Vocational issues Frequently takes extended coffee or meal Diminished interpersonal relationships
breaks Irritable
Frequently late with deadlines Overreacts
Accidents Avoids or may become suspicious of supervisor
Mistakes Anti-social or cliquey
Because of faulty judgment becomes overly Affects morale or unit
cautious & impedes productivity Personal issues interfere with work environment
Many mistakes ●Frequent calls
Covers for mistakes, blames others, avoids ●Excessive eliciting of peer’s support about
self-reflection issues
Morale ●Moves from one crisis to another
Isolates from co-workers ●Garnished wages
Verbally denies job issues
Vindictive of peers who report concerns
Co-worker resentful of extra work
Co-workers performance may decrease

22. #2 – Address the Problem Behavior
• Focus on job performance ONLY.
• Document declining performance and positive
performance. Dates, times, locations, objective, verifiable.
• Consult with your supervisor and EAP consultant to discuss
unsatisfactory job performance and develop an action plan.
• Always follow your discipline process.
• Constructively confront the employee with job
performance issues.
• Review documentation with them and indicate where
improvements are needed. Be very specific.

23. Address the Problem Behavior
• Explain unacceptable performance.
Specific, observable, verifiable and objective
• Explain consequence of the behavior as well as
future consequences.
• Remind the employee of the EAP and suggest it is
a possible way to address personal issues.

24. The Sometimes Speech
• Sometimes when an employee has a performance issue
like yours, or fails to correct an issue, it can be the result
of issues outside of work. This may or may not be true
for you, and if that is the case, it’s none of my business.
But if it is a personal issue, that’s why we have an
Employee Assistance Program. It’s free, it’s
confidential, and it has helped.
• You may want to try the EAP program. Here’s the
number. Whether you use it or not, it’s important that
this performance issue be corrected.

25. Re-Evaluate
• Evaluate job performance
• Improved - Document and give positive feedback.
Reinforce their behavior.
• If stayed the same or declined - Repeat the process and
stress the EAP.
• If the issue remains unresolved you may wish to consider a
formal EAP referral.
• The referral cannot be used against them with promotions.
• It’s a tool and resource - Not to be used as discipline.
• Doesn’t protect the employee from further discipline.

26. Employee Defense Strategies
• Excuses and Sympathy. Some employees will have a
good reason for everything. “You would have the
same troubles I do if you had a wife like mine.”
• Apology and Promises. “I’m really sorry, you know
that. I’ll never do it that way again. “
• Switching. “I know about that, but look how well I
did on another job!”
• Anger. “Darn it! One mistake and the roof falls in
after 15 years of killing myself for this place!”

27. Employee Defense Strategies
• Tears and Hopelessness. “ I don’t know what to do.
I’ll never get out of this mess!”
• Self-pity. “I knew this would happen. I’ve never been
able to do anything right.”
• Innocence and Blaming. “It’s not my fault. Joe let me
down. I don’t get any help around here.”

28. Employee Defense Strategies
• Hopelessness. “I may as well quit right now.”
• Friendliness. “Now Bill, you know we’ve been
through this before and we worked it out together.
Let’s get together after work and figure this out
where we can be more comfortable.”