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I’m happy to share with you a word cloud that features words we use frequently in the Prepare Training®
program. It’s fitting that the word respect
landed in the center of the image, because respecting others is central to workplace violence prevention.
In our Employee Debriefing Strategies
Topic Module, we use the CPI COPING Model
℠ to explain the Postvention, or debriefing, process that should follow any crisis event. Each letter in the word COPING stands for a word that describes how everyone involved in a crisis situation can reach Tension Reduction.
In the spirit of that powerful model, which helps us work toward change and growth after an incident, I’d like to introduce a model for using respect to prevent violence from occurring in the first place. Each letter in the word RESPECT stands for a word that describes how to promote safety at work.
espect—The Prepare Training®
program’s core philosophy is Respect, Service, and Safety at Work®
. Respect is what we all want. Courtesy and dignity should also be what we give to others at all times.
ffectiveness—Prevention that works is effective when you have simple and clear policies and procedures in place. Policies and procedures ensure that everyone is on the same page. Make sure yours are enforced so they’re taken seriously.
afety—You can ensure safety in your workplace by promoting a culture that values that right. Safety shouldn’t be something employees are encouraged to embrace once a year; it should be something that’s fostered every single day by every single person in your workplace.
reparation—You can prepare to handle crisis events by planning in advance. Just like you conduct fire drills so you know what to do if a fire breaks out, conduct safety drills so your staff knows how to handle disruptive incidents should they occur. A strong plan now means a strong response later. Check out our Crisis Planning Checklist
for help with designing simple and clear crisis response procedures.
mployees—A key concept of the Prepare Training®
program is that of the Integrated Experience. The Integrated Experience is the concept that our attitudes and behaviors affect the attitudes and behaviors of others. While employees can’t control the behaviors of customers or other employees, they can control their own behavior. And when they have the tools to not take disruptive behavior personally
and to respond appropriately, they become part of the solution.
ustomers—Customers are the lifeline to your business, and respectful interactions are key to your violence prevention efforts. The right touch of respectful customer service
can be what turns a frustrating experience into a positive one.
raining—Staff training is paramount because it provides employees with the tools and skills they need to de-escalate crisis situations with confidence.
If you’re interested in learning more, come to our In the Heat of the Moment session in May. We’ll be introducing many of our strategies for managing disruptive behavior. You can also catch me or my co-blogger Cassy Dencker at a variety of upcoming events
I hope this model and all our great resources help you prevent disruptive workplace issues by promoting a culture of respect. I encourage you to share the model—and our word cloud—with your friends, family, and coworkers to help us spread our message of Respect, Service, and Safety at Work®
And please let us know—what steps do you take in your workplace to build and maintain respect? Share your insights in the Comments section below!