Dealing With Uncertainty

1. Dealing With Uncertainty How to manage stress, change and anger Personnel Department Medical Services Division: Psychology Section 213/473-6958

2. Stressors in Times of Uncertainty • Uncertainty about the budget • Lack of consensus on a plan (Mayor, City Council, City Depts, Public Safety, Unions) • Layoffs—how many, who, when • ERIPs—how many, who, when • Furloughs – how many hours/days; money lost • What our tasks will be if we remain employed • What our Depts will look like through and after the transitions

3. Stressors in Times of Uncertainty • Receiving information that • Comes too slowly • Is incomplete • Is inaccurate • Is unpredictable (organic; erratic) • Is sensitive or confidential

4. Stressors in Times of Uncertainty Downsizing or layoff stress differs from other types of workplace stress.. You can’t change your work performance to stop it Beyond immediate control of Management Affects wider percentage of the workforce Can be long-lasting and may reoccur Invades the home/everyone asks about it

5. Stressors in Times of Uncertainty • Stressor • Fear of losing our job and/or • Ability to care for ourselves • Which can lead to • Lack of trust in management • Lack of trust in co-workers • Lack of respect for boss and/or City

6. Uncertainty is more stressful than hearing bad news

7. We’re ALL Under Stress

8. Dealing With Uncertainty • People thrive on predictability and control. • We are built to resist change. • We have scripts we live by.

9. Dealing with Uncertainty We look for answers— Wherever we can find them

10. Dealing with Uncertainty We may precipitate an “ending” to stop the uncertainty Or refuse to think about it at all

11. Common Reactions During Budget Upheaval

12. It feels like an emotional roller coaster Common Reactions

13. Common Reactions • Trouble concentrating on the job • More inward focus leads to more errors and accidents • Wasted time/decreased productivity • Lack of energy/motivation • Distractibility • Higher absenteeism • Delayed decisions • Resistance against management decisions • Pessimism

14. Common Reactions • Worry/anxiety • Withdrawal/sense of loneliness • Increase in substance use • Can lead to family problems/health problems Increased stress impacts mood, sleep, physical health, behavior

15. Common Reaction--Grief Change =Loss = Grief • Grieving process begins with threat of loss • Loss can lead to sadness/depression • Failure to acknowledge and prepare for grief can result in morale and productivity problems

16. Common Reaction--Grief Loss (for some) of… • Predictability • Trust • Wages and benefits • Role as worker and provider • Control over one’s life • Structure of daily life • The work family

17. Common Reaction--Anger Anger is an emotion that often propels us to move toward the source • Perceived unfairness • Inability to reach our goals • Reaction to THREAT • Perceived lack of caring or thoughtfulness • Shame/sense of failure/guilt

18. Irritability Negative attitude toward work Potential for aggression, sabotage For those not laid off--anger/resentment about redistribution of labor Common Reaction--Anger

19. Don’t Be Mad at ME Responding to Anger

20. There are no “difficult” peopleFundamental Attribution Error • You behave the way you do because of who you are. • I behave the way I do because the situation makes me.

21. Responding to Anger Angry people want two things… • They want to BE HEARD • They want you to LISTEN TO THEM • They want acknowledgement • They want reassurance • They want you to take them seriously

22. Responding to Anger • They want you to FIX THE PROBLEM • They want financial security • They want the job to get done • They want you to do what they want, when they want it

23. Responding to Anger • Ask the purpose of their call or visit • Always introduce yourself and your role • Establish rapport • Acknowledge the difficult times • Ask diversionary questions • Try to give choices • Ask how they’ve dealt with similar situations in the past • Provide City resources

24. Responding to Anger FIRST acknowledge the feelings and upset of the other person. • Once the person starts to calm down, THEN move to solving the problem

25. Under stress we don’t listen well Always listen before providing any kind of answer. • Ask questions to gain greater clarification. • Restate their problem to them. • Find an area of agreement and tell them they are right.

26. Responding to Anger Take it seriously, but don’t take it personally • Others will likely focus their frustration at you. • You might feel personally attacked. • You might want to defend yourself. • Don’t defend yourself by attacking back

27. Under the Anger are Fear and Hurt What seems like a call to fight is often a plea for assistance.

28. Avoid Going Nose--to--Nose • Angry people may get “in your face” • They want you to be “on their side” • Find a way to “join” with them • Empathize, agree or pretend you do • Once you are side-by-side, you can work together

29. Responding to Anger Emotions can be contagious • Hostility often begets more hostility • Empathize, but don’t join in • Diffuse the emotion by remaining calm and reasonable • Be patient

30. Responding to Anger • Don’t shame or blame • Avoid accusations • Ask, don’t demand • Don’t interrupt

31. Be Affirming and Positive Get the person to articulate what problem resolution would look like in this specific case. • Keep your body language relaxed • Use the angry person’s name • Find a way to say, “You’re Right”

32. Expect a five minute anger snap • Occurs about five minutes after the person has gotten mad. • People cling to the resentment. • A few minutes after you think it’s over, their anger might return. • Expect this and stay calm.  • The second snap is about them having the final say.  • Don’t feed or fuel it.

33. When Should I Panic?

34. Anger and Aggression • Most Anger Does Not Lead to Physical Aggression. • However, be alert to… • Immediate threat of physical harm • Endangering of lives • Weapons • Someone making a direct threat • Someone expressing suicidal or homicidal feelings

35. Press the Panic Button…If it’s potentially life threatening, or if you’re in doubt panic

36. Responding to Aggression • Allow angry people to physically escape the situation. • Don’t block their way or prevent exit, or you may be putting yourself in a dangerous situation. • Take off the heat rather than increasing the pressure! • Don’t insist on solving the problem “now” when the other person is in an agitated state.

37. Retirement

38. Retirement Even though a choice, person may not really be ready for retirement. May have lived to work instead of worked to live.

39. Retirement Loss of predictability Loss of role as worker and provider Loss of structure of daily life Loss of the work family Difficulty knowing what to say to those who are being laid off when retirees had a choice People “disappear”—here one day, gone the next

40. Retirement As people retire, they often take with them the history of the Dept. and the accumulated knowledge/culture. Others are often left to perform their tasks without necessary training or mentoring. Many of the experienced staff who retire were the mentors--the ones others went to for advice or guidance.

41. Responding to a Layoff

42. Responding to a Layoff We cannot always control what comes our way. We can only control how we respond to it.

43. Responding to a Layoff One moment of patience may ward off a great disaster. One moment of impatience may ruin a whole life. Practice Patience

44. Responding to a Layoff--Behaviors • Normalize/maintain structure • Focus on what you can control • Create a schedule and stick to it • Compartmentalize job search--balance • Exercise, eat sensibly, focus on remaining healthy • Take time in making big decisions • Monitor distractibility (driving, forms, etc.)

45. Action does not follow motivation, motivation follows action.

46. Responding to a Layoff--Emotions • Don’t give into negative emotions • Be aware of your emotions and label them • Channel anger into positive action • Update resume, job search plan, job assistance resources • Don’t blame yourself—many are sharing this crisis with you • Take care of heart, head and soul

47. Responding to a Layoff--Interpersonal • Share with family • Family picks up on mood. • Keep your emotional center. • Be prepared for changing roles in family. • Talk to your children; involve them appropriately. • Reach out to others • Make a list of people who can be supportive. • Don’t be embarrassed to talk about the situation. • Don’t be afraid to “not” talk about it.

48. Responding to a Layoff--Finances • Start getting rid of debt • Simplify • Start saving money for lean times—emergency funds • Find value in activities that don’t cost money Cutting back in spending enables people to rediscover the value in other things

49. Strategies for Employees Who Remain

50. Strategies Identify what you can and cannot control Don’t be surprised if you feel unmotivated and unhappy Manage your emotions Don’t let anger, resentment, anxiety reduce productivity or justify poor service Keep to your routines Be considerate of each other