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workplace violence/aggression
any incident where where an employee is :threatened,
abused, harassed, assaulted, or murderedphysical or
psychological
TERM 2
workplace bullying
DEFINITION 2
intentional, repeated mistreatment that is harmfulex:
witholding resources, exclusion
TERM 3
spillover
DEFINITION 3
workplace situations carrying over to affect an employee's
personal life
TERM 4
types of workplace violence
DEFINITION 4
type1 no connection to the workplace (ie) robbery type
consumer violent to employee (Ie) healthcare worker
assaulted type3 current/formeremployee violent to
co/worker or manager type4 bf/gf or spouse violent attack
their employee at workplace
TERM 5
where does workplace violence come from?
DEFINITION 5
many different contirbuterssituational causes: layoffs,
restructuringsocial causes: poor popularity,bullying,
increased diversitypersonal causes: type A personaility (high
strung)internal states: aggressive thoughts
abusive vs. tough/demanding
when it puts another person's health in danger, that is when
it is abusive
TERM 7
how is conflict like a fire?
DEFINITION 7
ignore and risk wildfiresnuff it out and loose critical energy
TERM 8
5 styles for dealing with conflict
DEFINITION 8
competitionaccomodationavoidancecompromisecollaborat
TERM 9
competition
DEFINITION 9
i'm right, youre wrong
TERM 10
accomodation
DEFINITION 10
youre right, i'm wrong
avoidance
forget all together
TERM 12
compromise
DEFINITION 12
we're both sort of okaybut in the end not a perfect solution
TERM 13
collaboration
DEFINITION 13
best onemutual respect work together to achieve best
situation for both partiesi'm okay, youre okay
TERM 14
steps to conflict resolution
DEFINITION 14
1 know thyself2 listen first3 specify your needs4 focus on
behaviors and outcomes not person5 check consequences
generate options7manage impasse with calm and respect1-
then recycle steps
TERM 15
price system
DEFINITION 15
pinpointrecordinvolvecoachevaluate
step 1 to conflict management
know they self
TERM 17
step 2 to conflict management
DEFINITION 17
listen first
TERM 18
step 3 to conflict management
DEFINITION 18
specify your needs
TERM 19
step 4 to conflict management
DEFINITION 19
focus on behaviors and outcomes, not person
TERM 20
step 5 to conflict management
DEFINITION 20
check consequences
step 6 to conflict management
generate options
TERM 22
step 7 to conflict management
DEFINITION 22
manage with calm and respect
TERM 23
number 1 form of workplace violence?
DEFINITION 23
type 1. accouts for 80 percent of work place violenceCRIME,
ROBBERY
TERM 24
what 2 types of workplace violence involves
interpersonal relationships with known
perpetrators?
DEFINITION 24
type 3 and type 4
TERM 25
workplace environmental factors contributing
to workplace violence
DEFINITION 25
understaffing that leads to job overloadpoorly defined job
tasks/responsibilitiesdownsizing/reorganization
employers have a _____ and _____ obligation
to promte a work environment free from
threats and violence
legal, ethical
TERM 27
economic losses from workplace violence
DEFINITION 27
lost work timelow employee moralelawsuitsmedical
expensesliability costs
TERM 28
prevention of workplace violence begins with
_____
DEFINITION 28
planning
TERM 29
Workplace violence reporting
DEFINITION 29
threat assessmentthreat managementcreation and use of
incident response teamsrelevant key topics for employee
training
TERM 30
ABC Model
DEFINITION 30
Activators: things managers do before performance (ie goal
setting) Behavior: The outcome of the performance.goals
should be observed and counted so should
behavior Consequences: how the manager reacts based on
the outcome of the performance
how do you generate good future
performance?
positive consequences
TERM 32
PRICE system
DEFINITION 32
PinpointRecordInvolveCoach Evaluate
TERM 33
what is an accelerator?
DEFINITION 33
something that speeds up the process
TERM 34
in the work place, what is the most important
accelerator?
DEFINITION 34
purposed-based recognition
TERM 35
___% of employees who quit their jobs cite a
lack of appreciation as a key reason for
leaving
DEFINITION 35
what is a carrot?
anything that is used as a means of inspiration and
motivation for an employee
TERM 37
4 BASIC AREAS OF LEADERSHIP
DEFINITION 37
goal settingcommunicationtrustaccountability
TERM 38
bottom line of carrot principle
DEFINITION 38
effective leadership takes place when purpose based
recognition is mixed with the Basic 4 of leadership
TERM 39
_____ is where you are going, ____ is how you
get there
DEFINITION 39
mission goal setting
TERM 40
what do leaders who communicate openly
and effectively do?
DEFINITION 40
they use less authority and coercion
importance of equilibrium for accountability
must be able to balance celebrating success and recognizing
failuredon't want to risk an employee feeling that they can't
succeed or that they can't fail
TERM 42
we ____ with the masses but we ____the one
DEFINITION 42
communicatemanage
TERM 43
when can accountability be positive?
DEFINITION 43
when recognition is added to it
TERM 44
what is the real path to leadership?
DEFINITION 44
recognizing and developing
TERM 45
Recognition is ______, _____, and ______ but
most important its ____
DEFINITION 45
strategictimelyfrequenthuman
universal self-deception
most managers see themselves as very effective but in
reality they are not
TERM 47
4 building blocks of recognition
DEFINITION 47
day2 day recognitionabove and beyond recognitioncareer
recognitioncelebration events
TERM 48
3 keys for good day to day
recognition
DEFINITION 48
frequenttimelyspecific
TERM 49
VIP acronym
DEFINITION 49
VERY IMPORTANT PRINCIPLESvalueimpactpersonal
