Full Description
Tackling conflict and stress effectively is a legal responsibility for management, and can result in significant benefits for the organization in terms of recruitment and retention, employee commitment, performance and productivity, customer satisfaction, organizational image and reputation, and potential litigation.
This book defines clearly what should and should not be tolerated in a healthy and safe working environment, and introduces the reporting procedures leading to conflict resolution, enabling both the employee and the manager to decide whether or not there is a case for making a risk assessment that may lead to formal mediation. The chapters cover:
current health and safety concerns
risk assessment procedure
the business case
taking action to solve interpersonal conflict
communication skills and training
support to be expected from the organization.
Also included are case studies, a glossary of health and safety terms, and sources of further information, including relevant legislation. Readership: This book is essential reading for employees at all levels, and also for managers, team leaders, supervisors, personnel and human resources staff, complaints officers, union officers and anyone else in the information organization who may be called upon to deal with people.
Contents
1. Current concerns worldwide
Worldwide problem
The Changing world of work
What is known
Employers need to show what they are doing
2. Are you at risk?
Why information centres and libraries are targets
What are the causes?
Clearly understanding what is meant by aggression, bullying, conflict, harassment, stress and violence
Whose concern is it?
Being constantly alert
Understanding how such behaviour can affect you physically and mentally
Making sure you are safe
Deciding if there is a problem
First steps
Record and classify
3. The business base
Management of change - keeping staff involved and informed
Dealing with internal conflict, managerial pressure and external pressures (e.g. out-sourcing, downsizing)
Employee commitment to work
Management commitment to staff
Staff performance and productivity
Staff turnover and intention to leave and costs
Attendance levels
Staff recruitment and retention
Customer satisfaction
Organizational image and reputation
Is it my concern?
Potential litigation
4. Risk assessment
The need for risk assessments
Legal responsibilities
What is a risk assessment?
The five steps to risk assessment
5. Carrying out risk assessments
How a risk assessment should be carried out
What happens at each step, and
Once the overall picture has been gained on whether or not a problem exist, management must accept responsibility for problems that are identified
6. Advice, guidance and legislation galore
Legislation that will help you
Guidance and advice - UK - European - International
Preventative measures
Publications
7. Now is the time for you to act!
What to do if you and your colleagues do have a problem
Preventative measures
8. Dealing with aggression and violence
Steps to personal safety
On the move
Working alone at your usual workplace
Learn to be an effective communicator
Actually dealing with aggression and violence
Physical attack
Self-defence
When an incident occurs
Training
Refresher training
Training in working hours
Identifying training needs
Networking
Counselling arrangements
9. Support you can expect after incidents
What help a victim may need
The immediate support you can expect
Long-term support
10. You are not alone
Information sent in by CILIP Gazette readers
Appendices
A Bibliography
B Websites
C Advice centres
D Legislation
