"Smoke-free Lexington? Say hello to anger-free Lexington! Local organizations on the cutting edge are taking action to oust the outburst and usher in a new standard of professionalism in the management of workplace anger. Two of Lexington's most prominent employers, Fayette County Public Schools and Central Baptist Hospital, describe their successful models for managing this costly problem.
Central Baptist's initiative began with the creation of a code of conduct compatible with its mission and values. According to Lynette Walker, HR director, "We wanted our behavioral standard to support excellent customer service, regardless of whether the 'customer' is a patient, a family member or a colleague." To promote employee ownership, administration selected an in-house task force of front-line representatives from all hospital departments. Kristi Blumetti, employee relations, recalled that personal integrity was a requirement for participation. "We asked our directors to recommend people who already walked the walk."
The "Standards of Behavior Booklet" developed by this team is issued to all employees, with requirements for written consent to abide by code guidelines. Behavioral violations are subject to consistent consequences based on the severity of the problem and may include progressive discipline with work improvement plans, referral to the Employee Assistance Program or even immediate termination.
EAP services are a key program component. Blumetti said, "We always use our EAP if someone seems to be having specific problems with anger, and we find the service extremely helpful. I sent one supervisor as a mandatory referral and later learned that she was giving her department testimonials about the benefits."
Walker added, "Our employees often use the EAP voluntarily. Sometimes when we refer someone, we find that they're already going on their own."
Positive supports include on-site training in stress management, conflict resolution, and dealing with difficult people. To help employees combat stress, the hospital retains an exercise psychologist to develop customized fitness programs. Attention to wellness and work-life balance are also encouraged.
Walker and Blumetti agree that the impact on hospital culture has been positive. Blumetti identifies consistency as a key strength of the program: "We like the fact that everyone gets the same clear message, and that employees know what behaviors will not be tolerated."
Walker endorses the importance of prompt action. "We can intervene with problems early and help employees make a fast turnaround," she said. "The most exciting thing is the fact that we have seen this initiative grow from a concept to an actual reality, through the process of front-line teamwork. That element has been very empowering for our staff and their sense of ownership in our program."
Brenda Allen, general counsel for Fayette County Public Schools, described the potential for anger problems in an educational setting: "Stress levels are high in the classroom, with the constant presence of acting-out students, angry parents and law enforcement issues. Even excellent teachers can be overwhelmed and lose their tempers in a crisis." She reports that a standard of "civility" is mandated by the FCPS Organizational Code of Conduct. In addition, the Professional Board of Certification requires teachers to take "all reasonable measures to protect the emotional well being of students."
To support compliance, FCPS offers several kinds of assistance to employees with anger problems. According to Allen, administrative action is determined by a thorough investigation of circumstances and an evaluation of risk to student or collegial well being. "I work closely with principals and supervisors to determine the appropriate level," she said.
Pervasive problems may result in mandatory referrals to the EAP, with progress monitored by administration. She added that "most employees return with improved coping skills and report that the experience has been helpful."
A unique program element is the presence of a trained mediator on-site, available to help employees see problems from another point of view. This service can be requested, and Allen notes that she has seen it used voluntarily several times.
During her tenure as general counsel/deputy director for the Education Professional Standards Board, she participated in a statewide anger initiative: "I had the opportunity to observe problems throughout the system. In response, our Board hired an LCSW (licensed clinical social worker) to develop a program to help teachers deal with the highly stressful situations they face. They get specific skills for de-escalating a classroom crisis and managing their own responses in the process."
Successful outcomes in both organizations have ensured a permanent place for their respective programs. In validating cost effectiveness, Brenda Allen addressed the impact on the crucial problem of employee retention.
"Our program is designed to save good teachers who might be professionally at risk because of problems with anger or stress," she said. "Using this model, we can save good employees for the organization, and we can help them save their careers."
Judith Humble is a Licensed Clinical Social Worker and Certified Employee Assistance Professional with 16 years of experience providing mental health
services, training, and consultation to the business community. Judith can be reached at (859) 576-0002, or judydancing@insightbb.com.
"