Investigating an incident

            The Friction Report 09.29.17

            

                  Investigating an incident

                                                                  by Don Ford

                Investigating an incident and determining whether it was an accident is very important, as the results may have a detrimental effect to the staff member involved, and it will likely be important for future safety.

                When something has been damaged, take photos of the damage, along with several photos of equipment involved and the surrounding area as soon as possible after the event. All photos may be very important, as the area will be cleaned and or repaired, and the photos will provide information during discussions later. Most managers carry a cell phone capable of taking photos.

                Make detailed notes, of what happened? There should be more than one person investigating an incident, each person should make their own notes and then as a group review and consolidate the information. Although there will be one person heading the investigation, that one person’s information and opinions, are no more important than others. In other words, if you are a part of the investigation team, your input is necessary and as important as all others. You might see something that others have missed!

                It has been suggested, that occasionally someone in authority might have their mind made up about an accident or incident, and forces their opinion onto others involved in the investigation process. In other words, the person in charge rules the investigation team, not allowing everyone to consider everything.

                The investigation should explain why the incident happen, was there a violation of safe work procedures, and what could be done to avoid this incident in the future. Investigation results could provide information for future safe work procedures. 

                To help the investigation team learn proper procedures, there must be practice incidents. It is suggested that a person who is not going to be involved in the investigation, set up an incident. This person’s only involvement should be, setting up the incident scene, and providing a verbal description of what happened.   

                As a team member, you want to understand;

                What happened?                 When did it happen?         

                Why did this happen?        Who was involved?

                Was there any witness?

               

                Often, investigations over look asking those who work in the area, and or those who may have temporarily been in the area what they saw or know about the incident. Coworkers may have information about work habits, product location or equipment concerns that were there before the incident occurred.

                Do not assume, investigate!

Don Ford

The Friction Report 09.21.17

      Termination, do’s and don’ts!

                                                            by Don Ford

            What are some key points to an effective termination?

1. Preparation and confidentiality very important!
2. Collect and review all the information!
3. Be sure your information is correct!
4. Get necessary approvals!
5. Have a witness to the termination process!
6. Select the appropriate time for the termination. Do not terminate close to a break period or lunch period! This person should be allow to leave without coming in contact with other employees.
7. When you start the termination process, be clear and to the point. This is a termination, do not apologize. (Often there is a period of shock for the soon to be ex-employee in which they do not present a rebuttal. Use this time to complete the termination process and allow the person to leave.)
8. State the facts clearly, this is not a debate, provide necessary paperwork.
9. Allow them to leave, have them escorted to their locker, allow them to clear their locker and leave the building. If they state they have personal items in the work area, either send someone to retrieve these items or offer to UPS them to their home. Do not allow the soon to be terminated person to go back into the work areas.
10. Someone must observe them as they leave the building and leave the property. You must be sure they do not have an accident and hurt themselves (possible law suit) or damage company or others property.
11. Notes must be made immediately following the termination.

            Below are a few termination situations for you to consider. All are true terminations. 

First, an employee is caught stealing from the company or, an employee has been caught in the act of positioning merchandise in a location so he can steal it later, and he admits to such.

Second, we can consider the termination of an employee for assaulting another.

Third, it is reported that a long term employee is making errors in their work, the errors have been verified.

Fourth, an employee is using tobacco in the building during working hours.

           

                First: It was lunch period and all hourly staff were required to be out of the work areas during lunch. I had eaten my lunch and decided to review the order status of all the filling departments. I was about half way through the first building (the two buildings were attached making them one but there was a wall between the two) when I heard a noise. Knowing that no one was supposed to be in the area I drove in the direction of the noise. To my surprise there was a trash cart rolling to a stop. Trash carts were large metal carts about 4 foot tall. Seeing no one, I looked in the cart. There were several chain saws still in their cartons in this trash cart.

                I immediately went to an intercom and called for a department manager who was in the break room. When he answered I told him to quickly step outside the break room and watch for anyone coming from the filling areas. Anyone coming from the filling areas should be stopped and brought to where I was in the building.

                Not more than a minute had passed when I heard the department manager coming into this department, and he had an employee with him. The employee said he had come out into the building to get his medicine from his jacket. 

                I then walked over to the trash cart and asked him what he knew about the chain saws in the trash cart. He paused for a minute and then stated, “I put them there”. We asked, “Why”. He stated, “I was going to push the cart over to the side unloading door, and after work today I was going to say there was some old wood pallets that I wanted to take home. When I got the wood pallets I would take the chain saws too”.

                Would terminating this employee be difficult? You decide.

                        Second: There had been an incident in the center were one person pushed another. The fellow that was pushed came in and told me his story. I called the other fellow in, and he told me his version. In fact there had been an assault. I, following company policy called HR and relayed the incident to them. They said they would consider and get back to me. HR had to review and then get approvals from higher ups in the company.

                        As I was waiting for the decision to terminate, which I knew was coming, an employee called me and said, the fellow that had pushed the other person is telling everyone, you better have the police here if you are going to try and fire him.

                        I again called HR and passed that info on.

                        It wasn’t too long when I got the call from HR to terminate, and they said get the police to be there when you terminate. I called the police and told them what was going on. They sent an officer over. I called the employee in to the manager’s office. The officer walked over to him and said, “This man has something to tell you, be quite and listen.” The officer turned to me and said, “Go ahead”.

                        Would terminating this employee be difficult? You decide.

                        Third: This employee in their late 40s has 1 child who is in school, has been employed with us for over 8 years. This employee has an excellent attendance, is productive and liked by most coworkers.  During the past 5 months there has been several errors in their work reported. This employee has been counseled several times, they have received a written warning, and have also received a three days suspension. This person has been told the errors must stop, if not, they are subject to termination!

                        A coworker to this employee, again reports to management that errors are still being made. You take this information and check for the errors. Finding the reported errors, you report to HR.  After consideration and receiving approvals from upper management, the decision is made to terminate this employee.

            Would terminating this employee be difficult? You decide.

            If you knew this person was a single parent?

            If you knew this person was a female?

            If you knew this person was providing care for their parent?

            If you knew the person reporting these errors, wanted this person’s job?

                Fourth: An employee who had worked at our center for several years had volunteered to go help a new center get ready to open. This employee used chewing tobacco. During a break this employee went outside to get a chew. Break was over and this employee either forgot to get rid of his chew before entering the building or, intentionally kept the chew in his mouth. Either way, the manager knew this person had a chew in his mouth and addressed the employee. The employee said he forgot.

                The manager consulted with HR. The employee was driven about 100 miles to the airport. Put on a plane and sent home. I was instructed to terminate the employee for using tobacco in the building, when he returned to our center.

            Would terminating this employee be difficult? You decide.

                Using tobacco is a termination offence, is this offence equal to theft or assault?

            Did the fellow truly forget he had the chew in his mouth? Could forgetfulness be a reason            for not terminating?

            How was the manager made aware of this employee having a chew?

            This person had volunteered to help at this center. Should that have been considered?

Don Ford

The Friction Report 09.19.17

               

                        Snow and Pizza

                                                            by Don Ford

                Many days ago, or was it many years ago, during one of the times when I was filling in as a temporary General Manager at the New York center, it snowed. The work part of these trips was not much different from other centers. I have noticed that the General Manager at each center, has a big effect on the staff’s actions and attitudes, which includes production, quality and safety. I believe it is much like the effect that parents have on their children, even though the children do not know or want to believe they do. 

            Although this article is not about the effects that a manager has on staff, probably upper management considers this each time they select a manager, if they don’t they should.

            This article is about a fellow whose home was in Texas, where it seldom snows. This is actually about two snow falls during various visits to the northern state. It did snow several times during visits to New York but most were small snow falls of a couple inches.

            We had completed the day’s work and staff had left the building. There had been predictions of snow and it had snowed a little during the day. I finished my work and headed for the hotel. The snow fall was very heavy and I thought I should get to the hotel before it got any worse. There was a restaurant within walking distance of the hotel.

            After a short nap in the hotel room, (I most always took a short nap when I arrived at the hotel after a day’s work) I walked to the lobby. I looked out the front door and decided I did not want to go out in the snow which was about 7 inches deep and it was still snowing.

            What do I do, not eat? I took a chance and called a pizza place and asked if they were still delivering. The voice on the other end of the phone said, “Sure”. It was as if the snow meant nothing to them. I ordered and they delivered. Excellent service!

            The next morning the parking lot and roads were cleared.

            If we received 2 inches of snow here in Hewitt TX, everything would come to a halt, and I mean everything!

                Another snow event in the New York State. I had left work and drove over to Middle Town. There is two ways to get to Middle Town from the Center. One is a nice two lane back road with little traffic and the other was a divided 4 lane highway. I liked the side road which when I got into Middle Town it took me directly to the Red Lobster restaurant.

                I arrived at the restaurant about dark, there were few vehicles on the parking lot. There were snow flurries during the drive over to Middle Town but nothing that indicated bad weather coming. I entered the establishment and ordered my meal. There were a few customers this evening but not as many as usual, possibly that should have been an alert to me of what was coming. I enjoyed a leisurely meal which took a while. Upon leaving the front door I was very surprised that there was about 5 inches of snow on the ground and it was still falling! This snow consisted of huge snowflakes.

                Not good I thought. I will need to take the highway back, believing that the traffic on the highway would have the snow packed down, or they probably have the snow plows out and the road will be cleared, making it easier driving for this southern boy.

                I removed the snow from the windshield and made my way over to the on ramp to highway 84. I naturally noticed that the snow had not been removed from the on ramp, and was very surprised that the highway was not cleared either. In fact, there was one set of tire tracks in the snow on the highway and zero traffic. There was no way for me to get off the highway, so I was more or less forced to attempt to get back to New Burgh. I attempted to follow the tire tracks in the snow and I did not know or care which lane I was in. I don’t remember how far it is from Middle town to New Burgh but is seems as if it was about 20 miles. 

                I do remember that was one of the longest drives of my life. No traffic on either side of the road, 5 plus inches of snow and it was still snowing very hard.

                I made it back to the hotel safely. The next morning, all the streets and the parking lot at the hotel had been plowed and the drive back to work was fairly easy.

                We will not talk about going to Medina in the winter, it snowed every time I went during winter months!

Don Ford

The Friction Report 09.18.17

            The Friction Report 09.18.17

                      Self- Termination                                                                                                         by Don Ford

                This article is about how a statement by me at the beginning of break, caused this self-termination, which probably turned out to be a very good thing.

                This happened many years ago, during the time when we were working out of the old office. In the olden days it was not unusual for the DPS troupers to come to our building with their drug dogs. They would hide a carton with some drugs in it and then bring the dogs in to see if they could find it.

                One time the trooper who hid the carton of drugs forgot where he hid it. It took the dogs several passes through the aisle to find the drugs, but they did find them. I asked what would happen if they could not find the box of drugs. I was told, “We will not leave without the drugs!”

                DPS had called and asked for permission to come to our building with the dogs and we said sure. They arrived a little before break, there was several State Highway Patrol cars parked on the parking lot. Employees who had worked here for a while, had seen the troupers and dogs here in the past and knew that they were practicing.

                During break, I jokingly announced that the Highway Patrol were here and they would be looking for drugs in the building, along with all the employee’s cars and lockers. Staff laughed at my comment as they all knew this was training, and that they would not be checking employee’s cars and lockers.

                We always announced the trooper’s presence, so staff would safely work around them. We did not want any employee to be surprised along with not wanting any of the officers or dogs to be injured.

                Break was over and staff went back to work. The officers got their dogs ready while one officer hid the drugs. It wasn’t too long when a department manager came to me saying that the two newest employees had left. I asked why and he said he didn’t know. He said one of the other employees saw them leave right after break.

                We now assume they may have had some drugs in their car and not knowing I was kidding about checking the cars, did not want the highway patrol to arrest them.

                If they had drugs, it was good that they left!

Don Ford

The Friction Report 09.08.17

        The Friction Report 09.08.17

            Meetings, the right way!

                                                            by Don Ford

            Anyone that has been in charge of presenting information to a group, which is also known as holding a meeting, has wanted to present the info in a manner that the group will understand and accept. Presenters should take the necessary time to make their meetings understandable and if possible interesting. Not all subjects are interesting so understandable is most important.

            Prepare the meeting room to meet any needs.

            Have your notes in front of you but only read them word for word if it is necessary. Information is best presented and received when the lecturer is perceived to understand the subject.

            Brief notes, of few words, should be used to remind you of the topics in your meeting.

            There should be a question and answer session. You should document all questions and answers along with the name of the person who asked the question.       

            There is always a right way and a wrong way to document this information.

            The wrong way is, for you to try and either remember who asked what, or for you to stand there in front of the group and write down the question and name of the person asking the question.

            The right way is, prior to the meeting asked someone to write down each question (as close as possible to exact wording of the question) and the name of the person asking each question. This person does not need to write down the answer, as you should be able to remember the answer you give. 

            Why should you have each question written down as close as possible to exact wording and the name of the person asking? There are two good reasons.

First, you may want to have a one on one with the person after the meeting to be sure they understood your explanation, or to get a better understanding of this person’s question.

Second, you should post notes of any meeting on a bulletin board where all can see. I noted bulletin board as some people think of the internet when you say post something. These notes should include all questions and answers. These notes do not need the name of the person asking the question, that information is for your use.

            Why should the notes be posted? Some staff will have questions but not ask in a meeting. They can review these posted notes and possibly have a better understanding of the information. There will almost certainly be staff who are not present for the meeting and they will have the opportunity to read the notes from the meeting.

            It is a good idea to have a few copies of these meeting notes available in the break room for staff to review, especially if the information is about an upcoming change. Some staff like to review the notes at their tables during breaks and lunch.

Summary:

            Prepare the meeting room for your meeting.

            Have your meeting notes written and in front of you.

            Don’t read word for word from your notes unless it is required.

            Have brief notes of few words as topic reminders.

            Assign someone to write down the questions as close to word for word as possible, and    name of the person asking.

            Post the detailed meeting notes and questions asked, along with the answers given in an   area where everyone can access them. You may also post on your web site if you like.

            It is suggested that you send a copy of the posted notes to your superior and keep a copy for your records.

            Postscript:

            I use to tell people at work that they were my favorite. Those who had worked around me knew I was kidding. We had hired 4 new staff and we had been going through the indoctrination process, along with touring the building. At one point I told one of the ladies in the group of 4, that she was my favorite. A few days later I was having lunch at the table where she was sitting and I told one of the regulars, “You know you are my favorite”.

          Later that day I was approached by the new employee whom I had told that she was my favorite. She said, I had my feelings hurt when I heard you tell the other person that she was your favorite. She said, one of the other ladies explained that you tell everyone they are your favorite, I didn’t know that, I thought you were serious when you told me that.

          Consider what you say and how others might take it.  

Don Ford

The Friction Report 09.04.17

      When new to a setting, a must do!

                                                            by Don Ford

                Occasionally, someone is asked to take a new job or, to help someone improve a less than perfect work situation. If you happen to be one of the, “Chosen Ones”, that means those above you have a lot of confidence in you and your abilities. Don’t get the big head if you are asked, that is a sure sign that you will have many problems and or, fail!

                I have some common since advice for the person who is asked to take a new position or help in a less than perfect work situation.

                Beginning the first day in the new setting, and for at least an entire month, (new setting may be a new position for you, or helping someone in another department, or another center) you must take notes. The notes you will take will be reminders for you later, of things that you see which need to be changed, done away with, or improved.

                Here is what happens. As a new observer in any setting, you will see things that others do not see. Why don’t they see these things? They have become accustomed to the daily processes. That is the way it is done and they don’t question why, or if there is a better way. This is where you, “The outsider” (aka the observer) comes in, with a new assessment.

                Everything you question or consider as needing improvement must have a note made, in enough detail that when you read over your notes at the end of the day, you will understand the thought behind the note.

                At the end of each day you will review each note and you will identify each note as,

                1. Immediate attention required, (Large Concern)

                2. Important, needs attention, (Medium Concern)

                3. Will need attention, (Small Concern)

                So why do you need to take these notes for at least a full month? As time passes you will get use to the practices and procedures around you and they will no longer stand out as a problem, small, medium, or large!

                Obviously, you will address the large problems immediately. Let me say, any situation that has to do with safety must be addressed immediately! As you address the problems and concerns on your list, place a check mark beside that item and a date. Within the next 30 days you should review to see if that problem or situation is truly corrected. Don’t be surprised if you find that participants have returned to old practices or procedures. Learn why they reverted, and bring them back to the (new) proper procedure or practice. 

                Address each problem on the list in its order of importance. 

                Without good notes, you will likely become accustomed to the old practices or procedures and no longer notice the inherent problems.

Summary;

                During at least your first month you will see things that needs to be changed. You can’t change everything at once and that is why you make good notes for later reference. Prioritize your notes and work from the list. When anything is changed note the date of change. Within 30 days follow-up on each change, this is done to assure yourself that staff have understood and accept the change. 

                Refer to, The Friction Report dated 08/30/2017, Change, good or bad!  This information may help in establishing and getting acceptance to change?

Don Ford