Table of Contents
- EAPC provides role clarification
- EAPC coaches on effective communication
- EAPC assesses the manager
- EAPC assesses the request for consultation
- EAPC works from a strengths-based framework
- EAPC provides a framework through which the manager approaches solutions
- EAPC tailors interventions and resources to the style of the manager
- EAPC builds internal networks
EAPC role clarification
The manager is the client
- Avoids the temptation to "treat the phantom employee"
- Pushes back when manager starts to initiate the "client dump"
- Helps the manager with resources beyond EAP
- Coaching
- Mentoring
- Organizational development
- Support the manager in his job, so that he gets the kudos
The manager is the manager
- Quickly establishes that solutions belong to the manager, not the EAP
- Meanwhile the EAPC confidently frames his/her expertise in human behavior and communication
- The EAPC doesn't possess the authority to invoke the change, but also doesn't have the direct consequences for the delivery of the change
EAPC coaches on effective communication
- Scripting, especially with an emphasis on compassion and business message
- Hones the language of the manager
- EAPC expands manager's vocabulary, promoting terms that may be more constructive, neutral
EAPC assesses the manager
Strengths-based questions
- What powers does the manager possess?
- What can the manager accomplish or act upon?
- What has the manager attempted so far?
- How does the manager assess problems and progress?
Sources for manager skill sets
Relationship skills
- EAPC introduces to the manager a sophisticated way of looking at people without diagnosing
- "The medium through which the best work gets done is relationship (between the manager and employee)"
- Helps manager develop a coaching style
- People skills
- Emotional intelligence
- Civility
- Insight into the employee's motivation, skills and reason for his behavior
- The 3 "B"s
- Benign—harmless, having a kind disposition
- Beneficial—helpful, advantageous
- Benevolent—generous in providing aid to others; doing good
- EAPC assesses the manager's empathy & understanding of behavioral health issues
Manager's commitment to developing, and delivering, a solution
- Managers experience a stigma or pressure to know everything
- "How are you willing to be different?"
- Helps the manager develop a focus on the desired outcome
- Assesses manager's level of assertiveness vs. conflict avoidance
Manager's openness to feedback
- From the EAPC
- From employees
Manager's support system
- Does manager have a mentor who is effective and available?
- Does the manager have the support and backing of his own manager?
- Is the manager properly incentivized [by reward or accountability] to address and solve people-problems?
EAPC assesses the request for consultation
Manager problems are contextual
- What is the manager seeking from the EAP?
- What precipitated this request (why now?)
- What was it that the manager could not handle that lead to a call for consultation? Identify the gap
- How does this problem apply to the job?
- Has the employee been placed on corrective action currently or in the past?
- What is the impact of the problem upon the manager?
- Are there safety issues?
- Legal
- Emotional
- Physical harm
- Acts as a reductionist… what are the essentials?
EAPC assesses the problem through the system
- What is the impact of the problem upon the workplace?
EAPC works from a strengths-based framework
- Forward-looking and positive
- Solution-focused
- Assists manager in integrating the solutions into the real environment
- Collaborative
- What are your thoughts about where to go next?
- Appreciative Inquiry
- Empowerment—leave the manager with one thing, one small intervention that s/he can add to what they're already attempting
EAPC provides a framework through which the manager approaches solutions
- What are the people issues?
- What are the skill issues?
- What is the workplace impact?
EAPC tailors interventions and resources to the style of the manager
EAPC builds internal networks
- Human resources
- Employee relations
- Organizational development / Organizational effectiveness
- Legal
- Security
- Medical
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