Webster University Business Experts

Business Asset--EAP Counseling Benefit by Karen Fattorosi

Sat, 10 Nov 2007 04:34:06 GMT

I was called to a business recently for a Crisis Debriefing after a traumatic workplace event. While talking to employees I was surprised to learn that many did not know that their workplace benefits included counseling services that can be used for mental health issues whether they are work related or personal.

Employee Assistance Programs (EAP) are used for "supervisory referrals" when a problem manifests itself in the workplace and an employee is "sent" for counseling. Anger management work or stress reduction might be necessary to help the employee work through workplace issues. Supervisory referrals are actually a very small percentage of EAP referrals to a counseling practice.

My counseling practice includes several EAPs that refer employees to my practice for counseling on relationship issues, marriage counseling, anxiety, depression, dealing with adolescents, grief, trauma, illness, parenting--the list goes on and on. Many EAP programs also provide financial counseling, legal consultations, and varied other services. Typically EAP are services free; they require no copay and no deductible. They can be used before regular mental benefits are used at the usual costs. Often issues are resolved using the EAP benefit.

The larger employers in the Ocala area have comprehensive EAP programs. The Marion County School System, the hospitals, County and City government, Judicial system, State Government and services, are a few. Many smaller businesses also provide programs.

Business management has long ago realized that productivity, attendance, work readiness, and commitment are all enhanced when mental health needs of employees are addressed and resolved.

If you are in management and have EAP resources, remind your employees that they are available and confidential. If you are an employee, inquire through your Human Resources Department the next time you hear yourself say:
"I'd like to talk to someone about that"
"I don't like feeling this way"
"We need some other ideas to resolve this" or
"I've done the best I can and it isn't getting me where I want to go."

I Want That by Nicki Nance

Mon, 24 Sep 2007 00:17:54 GMT

I should not be surprised that HGTV boasts a program entitled, “I Want That!” It showcases gizmos and gadgets. Today there was a belt buckle with a programmable LCD display. At forty bucks it was a steal. Most of the products showcased are thousands of dollars. On the cutting edge of home furnishings is a red sofa in the shape of a Swiss army knife. Its antithesis, the Feel seat made of 120 foam balls that can be tied together in endless configurations, comes with the warning that it may take several days to assemble. That’s cushy. If tech toys are more to your liking, you can find a motion sensing alarm for your back pack, a number of specialty robots. My favorite is the Lego robot that comes with its own software. If you aren’t home enough to enjoy it, you can command it from your mobile phone. Where’s the fun it that?
“I Want That” must be the Emmy winner of retail programming. Much like Law and Order, its spin offs have spinoffs. I Want That for Kitchens and I Want That for Bathrooms make a statement about our consumerist culture. Right now, the real estate market offers no assurance that one will have a kitchen, a bathroom or any other room. It’s consoling, I think, that those who are relegated to living out of their backpacks will, at least, have the security of an alarm. I don’t want that.

Multi-tasking Mindlessness by Karen Fattorosi

Mon, 27 Aug 2007 02:26:12 GMT

Resumes are sprinkled with catch phrases like “excellent at multi-tasking." Let’s say corporate downsizing has decimated a business (that means one out of ten workers have been let go). Those remaining have absorbed their roles and responsibilities. Fewer employees doing the same amount and types of work equals lower corporate costs. A new employee skill was born: multi-tasking.

The first time I heard the term “multi-tasking” was in the late ‘80s when there was a lot of managerial shuffling to reduce business costs. The idea of “multi-taking” assumes that the brain is capable of doing more than one thing at a time and doing both well. Well, that may be the theory but in practice the brain can’t do two things simultaneously and while it can do two things well consecutively, it takes time to shift gears and both accuracy and productivity suffers. After years of experts touting the value of multi-tasking employees to organizations the research is showing otherwise. Our brains are designed to concentrate. Both research and common sense support the idea that the quality of output and depth of thought deteriorate when required to attend to more and more tasks.

Cell phones and vehicles are an example of the dangers of multi-tasking. Accidents related to cell phone use are on the rise. We are capable of switching concentration from one task to another, however there is a lag time as the brain shifts gears and refocuses. That time, although brief, is critical when driving a car. That time compounds itself and results in a sizable amount of lost time when a worker is required to shift focus repeatedly on the job. When I see a resume with “excellent at multi-tasking” I worry that the prospective employee lacks the ability to concentrate and maintain focus. Those are singular hallmarks of creativity that I value much more in an employee than the skill to do several things half-well.

Sticks are our Friends by Nicki Nance

Mon, 20 Aug 2007 16:44:58 GMT

Sticks are our friends

I remember when books were our friends. True, they were cumbersome, chunky and delicate at the same time, but the smell of the open stacks was delicious and the silence was inviting. Going back to school meant carrying a bookbag - an ergonomic nightmare by today’s standards. Now I can get a recorded book and save it to a stick – about half an inch wide and three inches long. If that is too cumbersome I can put it on a memory card – smaller than a postage stamp, and listen to the book on my phone - convenient, but not nearly as rich as actually reading. They rob me of the opportunity to re-read a paragraph, or to run my finger along a line I want to savor.

Last week in my class a student opened a case the size of a peapod full of sticks – not pickup sticks, but flash drives. They held her family photos, her class notes, her vital statistics and a year’s worth of music to enjoy. I have one on my key chain with all of my presentations. One never knows when there will be a PowerPoint emergency.

Computers use to be backed up to tape, then to floppy disks. Many of these could fit on a CD, so they are now obsolete. Many CD’s can fit on a stick, so they, too are going by the wayside. I am trying to imagine what will replace the stick – a chip in my heel, a patch, perhaps. I do look forward to seeing how much technology will advance in the future. I embrace it, but it never will replace the sweet, musty smell of my old paged friends.

I DID IT! by Jo Clifford

Mon, 13 Aug 2007 15:16:46 GMT

Speaking of technology, I have achieved a goal! Thanks to the help from several “geeks” at Best Buy, Circuit City, Nero and HP. I wanted to down load pictures from the digital camera, and from the file on the laptop, burn a DVD/video slideshow to play on the computer or TV. After three days and the purchase of a new software program and a new smart printer, I accomplished my task. Not without, however, a great deal of frustration, a few terse comments and interactions, and a great deal of tears. I do fairly well keeping up with the technology changes, but feel overwhelmed at times when just about the time I “get it”, “it” changes. I am thankful for all those young fellows at Circuit City, who with great patience, explained “it” to me, not once, but several times. I whooped and hollered when I finally saw my own pictures playing on the TV. Yippee for me. I mastered technology if only for only one brief moment. Now the task will be to see if I can do it again!

As Socrates is my witness

Wed, 08 Aug 2007 04:10:51 GMT

I’m calling for a return to critical thinking. It’s my campaign against absolutism, denial and naiveté.

Absolutists are so sure. Always, never, everybody and nobody are just begging for an exception to be argued. It’s rarely worth the effort.

Some people work at being naïve. They trust when they should be wary. They are loyal in the face of betrayal. They are horrendously disappointed, sometimes angry when manager or employee they have idealized turn out to be just human.

Others come equipped with an amazing capacity for denial. They just don’t see what is there. The favored employee that is not productive, the charming spouse who cheats, the son or daughter who misbehaves, the unscrupulous salesman are all magically distorted to look perfect.

Most dangerous are those who know not that they know not. I recall a conversation with a worker from a nursing home who complained about new procedures “just because we lost one person.” I responded, “that you know of.” This also applies to people who say their children never lie (which would be the double whammy of absolute denial).

So, why not teach our employees and students to challenge what they take for granted? Make it a personal policy to pay a lot more attention to a track record you can see than a promise you can only imagine. Play the devil’s advocate from time to time. Enjoy the truth that sets you free. Appreciate the truth that sets you straight.

As Socrates is my witness

Wed, 08 Aug 2007 04:10:50 GMT

Hurry Sickness by Jo Clifford

Mon, 16 Jul 2007 16:07:35 GMT

David Lewis identified a very unpleasant stress as “hurry sickness” which is a vicious cycle of hurrying to do jobs, doing them badly, feeling frustration and failure for underperformance, which creates more stress, more hurry, more pain, and ultimately sickness and fatigue.

I have a little of the hurry sickness. Although I don’t do jobs badly, I don’t do them as well as I would like. As I prepared for a recent seminar on “Job Stress”, I realized I was caught in this hurry sickness cycle myself! YOICKS! Although I had committed in January to making some adjustments in my schedule, I find that I still never think I’m completely caught up and carry a nagging “what should I be doing now?” feeling quite a bit. I’m physically exhausted and can’t seem to shake little viruses and colds.

Vacation in August will give me some much-needed rest and relaxation. Planning and disciplining to stick to a plan are not always my strong suits. I do believe in balance, though, so I will balance some of my spontaneity with discipline and master my schedule. This is the year to take some control in my life. As a new Weight Watcher, I am learning the discipline required to manage food in my life. I’ll apply those same principles of tracking to my schedule and I suspect I’ll feel more energized and in control in a few short weeks. Wish me luck. No, wish me self-discipline!

Tech Support Support Group by Nicki Nance

Mon, 16 Jul 2007 02:31:39 GMT

I asked my daughter in law why her text messages were so cryptic. She said simply, “ t and r don’t work on my phone so I just try to do without them..” I sympathized. In the last week I visited the Geek Squad, had a house call to have hinge surgery on my flipflop laptop fliptop, had tech support talk me through a hard reset of my pocket pc and last but worst, fell asleep on hold and missed my turn with second level support. I can’t remember many weeks this year without a technodilemma of some kind.

I know I’m not the only one. My students are mortified when technology fails them. My colleagues are apologetic when attachments won’t open – a kind of late onset attachment disorder, I think. And my husband certainly deserves a definitive answer to “Do you hear me now?”

There has to be a corner of this market that is mine. I’m a therapist. Maybe I’ll start a support group. We can check our Blackberries at the door, hold hands and pray for the serenity to download the upgrades, the wisdom to read the manual and the courage to shatter the device into a thousand pieces.

Shall I sign you up?

Aging in Place b Nicki Nance

Fri, 06 Jul 2007 21:00:00 GMT

I knew planning for old age was a good idea. I did not know that there is entire organization for AIPs (those who have decided to Age in Place). It’s a choice not to downsize, not to move further south or halfway back north, but to stay put and make your current accommodations accessible, adaptable and safe. It works for me. Actually the split bedroom design of most of the houses I have seen lends itself pretty easily to having a place for live in help.

Members of the National Aging in Place Council (NAIPC) organize events that are Business to Business, Business to Consumer or Business to Press. In fact, if you let your imagination run away for a moment, there are very few business that would not have opportunities in this market where wrap around services and deliverable goods will provide structure for the Agers in Place.

And why not? Some of us were hippies. Some of us were yuppies. It only stands to reason that some of us should be Aippies. Here’s a link to the Aging in Place website.

http://www.naipc.org/

Group Think = Creativity by Karen Fattorosi

Thu, 05 Jul 2007 20:00:00 GMT

    I think I am experiencing writer’s block. Perhaps that is overly presumptuous--to think myself a writer.   I am hardly a writer. I dabble with words and random thoughts. At any rate, over the past few weeks I have had no “light bulb” moments that resulted in a blog. The other day I enjoyed lunch with a handful of friends. Our discussions wondered all over the map, sometimes the whole table was involved, sometimes side conversations. Lively, interactive, bright minds, diverse ideas and viewpoints, engaging and inspiring–this is where ideas are born. Two hours and a short list of topics later I am resisting smugness in comparing my lunch with other writer’s roundtable illuminaries: Louella Parsons, Truman Capote, Samuel Johnson.

    A few weeks ago, U.S. News and World Report had an interesting article on developing ideas in the workplace. The subtitle is: “If you’re in a group, you’ll have a better shot at being creative.” This intrigued me because I teach Group Counseling at Webster University and find compelling parallels in group dynamics between the workplace and counseling groups. After all, counseling in groups is all about getting the work done. As part of their training, students in the group counseling class are divided into groups and given a complicated assignment. While completing their task they are involved in a self-study on their own awareness of group dynamics and group processing within their task group. The task group is not unlike a work group given an assignment. It is very interesting to observe the different groups and their approach to the group task. Students who overly focus on the end product tend to enjoy their group much less and creativity suffers.

    Arguments can be made for the necessity of a productive group to have a strong leader to keep everyone and the task on track.   Nonetheless, the most dynamic, creative, and productive groups have no leader. The leader tends to focus the group and promote staying on task. That does not encourage extraneous information that can bring in new ideas to the project. Often this dwelling in the tangential results in new and unlikely solutions to problems. Nature serves as a model for this. The mutation, the biological accident, allows the species to survive extreme challenges.

    So put your heads together the next time you are stumped, challenged, or want a different way to look at something. Systems theory explains group-think this way: 1 + 1 = 3. Put people together and the resulting group is different than the sum total of the individuals. Lunching with friends is group work at its best.

The TV News by Jo Clifford

Mon, 25 Jun 2007 20:00:00 GMT

Is it really the business of TV news to report nonstop murder after murder after murder? It’s as though the news media has become our latest version of reality TV. I find it disconcerting that our news media is seemingly so obsessed with reporting these murders, as though there were no other newsy stories in the world to report. I’m tired of hearing about Hilton and Lohan. I’m weary of Nancy and Greta with their nonstop questioning of “experts.” I long for real and unbiased news during those peak hours when I am mostly likely to sit for a bit and channel surf. What is happening in the world in other countries besides Iraq and Iran? I’d like to know the truth about immigration, the war, the economy, and would like to hear less about Angelina Jolie’s snubbing Fox channel. I don’t need the news to entertain me – there are other programs on TV that fulfill that obligation. I just want the news. The real, informative, and truthful news. Surely there are newsworthy stories in the world somewhere for the telling.

Working It Out by Nicki Nance

Sun, 24 Jun 2007 21:00:00 GMT

I recently presented “Managing Workplace Conflict” to front line managers at a medical conference in Sarasota. By sad coincidence, just the week before an office manager had been shot and killed by an employee who was anticipating being fired. Health care workers are at a higher risk than most. They are exposed to the patients, the families, the public and their own. But no worker is immune.

News reporters have an uncanny way of interviewing someone who “never saw it coming.” This compels me to set the record straight. It’s true that some risk factors are invisible. Many abuse alcohol or drugs, come from violent homes, or have trouble with authority. Bur more often the troubled worker has given signals of high risk that have gone unaddressed. They may start by intimidating coworkers with verbal attacks, making vague threats, or having childish outbursts. Some express that they are being singled out or treated unfairly.

The worst thing to do is nothing. The high risk employees become a higher risk if they are ignored. Have policies and procedures in place for managing conflict. Intervene as soon as you sense a problem. Choose your words wisely. Put a plan in place. Follow through.
Finally, forget about how things should be, because they won’t be. With the clash of the Baby Boomers and Generation x-ers in the workplace, you can count on having plenty of practice in conflict management. Buckle up. It’s a rough ride.

Shifting Gears by Jo Clifford

Mon, 11 Jun 2007 21:00:00 GMT

After finishing “The Ant and The Elephant” by Vince Poscente for our Webster University Director’s Book Club, I was struck by one major point for leaders: align your attitudes, beliefs and truths to the vision you have for your operation. Wow! I’ve got the vision, but do I have the attitude, beliefs and truths to make it happen? Do I just “want” the goal, or do I do what it takes to make the goal happen? I don’t know about you, but sometimes I lose sight of the vision and goal, particularly when there are discouragements.

Being successful in business is about “staying the course” as Vince Poscente says in his book. It is about believing that everything you are doing will get you where you want to get. I’m committed now to keeping my vision right in front of my nose, but also checking my attitudes, beliefs and truths about carrying out the objectives to reach the goal. Often our unconscious “elephant” rules our conscious “ant” and keeps us going in circles. We can change course simply by directing our elephant. You gotta read the book – it’s great!

What's your vision for your organization and what are your attitudes, beliefs and truths about getting there?

Nature's Energy by Karen Fattorosi

Tue, 05 Jun 2007 20:00:00 GMT

On a recent visit to Scotland I noticed several hill ridges with wind turbines. It got me to thinking about energy production. According to some sources, the US is ranked third worldwide in wind generated electricity capacity, behind Germany and Spain, both vastly smaller countries. Turbines require high up-front investment costs and relatively low long-term maintenance costs. Understandably, wind turbines are limited to areas that have constant flow of non-turbulent wind. Wind projects have been providing energy for agriculture and rural areas for some time. Ideal locations for turbines are on ridgetops, near shores, and offshore. While Florida has many miles of shoreline and vast offshore areas, it may not be ideal for wind turbines because of its seasonal turbulent weather. There are many other areas in the US that are ideal and the grid system of energy distribution means larger areas can benefit from wind energy.

Which brings me to think of Florida’s predictable turbulent weather. Many sources corroborate the fact that Central Florida, around Tampa and Lakeland are the "lightening centers" of the world. There are more lightening strikes there than anywhere, by far. Could this be another source of Nature’s Energy? Lightening contains huge stores of energy and work is being done to harvest and harness its energy. As with wind turbines, lightening energy harvesting requires high up-front investments. Methods to store and distribute it are being developed.

Nature provides many sources of energy. Coal and oil are natural sources; so are wind, water, sun, and weather.

On Molten Pond by Nicki Nance

Fri, 01 Jun 2007 21:00:00 GMT

I’m making a concerted effort not to take an apocalyptic view of the times. They are what they are. True, service isn’t what it used to be, but we really need a lot less of it – self serve pumps, microwave dinner, bill payment on line, direct deposit, tickets to anything on the internet. If I don’t want to interface with those annoying humans (oh, wait, that’s MY species) I really don’t have to. I can choose for my contact time to be with people I like…or should I say “people like me.”

The generations behind us don’t need interpersonal skills. One can be intimately anonymous on myspace.com and millions of chat rooms. Parents average only minutes a day of face to face time with their children, so they aren’t going to get much there. Educators get in trouble with administrators for inciting parents. They choose their battles to avoid the wars. Television comedy is positively reinforced sarcasm.

I have a long standing history of being called “abrasive.” I think it is one of my best qualities. I like to scratch off the hardened sticky sweet stuff and expose the cleaner, hotter, more real surface in the pot of life. The under-socialized generations don’t bother me. The crass outspokenness of old people is endearing to many, so in the future “cute” will gradually replace “abrasive.” As for now, I’m scouring along with my most excellent truth. Try not to have a melt down.

Emotional Intelligence Revisited by Jo Clifford

Mon, 28 May 2007 21:00:00 GMT

I was appalled at the lack of customer service, quality of preparation, lack of cleanliness, and overall appearance of a fast food restaurant near my home in Oak Run. The two youngsters (couldn’t have been more than 18 years old – if that!) were slow, flat in affect, and seemed utterly bored and tired. When the young man pulled his pants up (must have been half way down under the shirt tails of the LONGEST uniform shirt I have ever seen) right in the middle of preparing our hamburgers, I thought my husband was going to lose it!

Dr. Henri – we need you! We need you to tell everyone about the importance of developing the people side along with the cognitive side in skills development to ensure business success. Can’t you hear the smirk or smile, the disdain or interest, or the genuine vs flowery in phone conversations (or in person?).

I’m from a generation that talked about politeness, service, graciousness, self-discipline, holding your tongue and temper, and I am finding it very sad that we are changing so drastically in this country re how we do business with other inter and intrapersonally. I am also part of that same generation that learned to communicate assertively without injuring another to get our own needs met. We seem to be regressing back to the more passive-aggressive methods of talking (or not) to one another.

You can have all of the systems in place, all of the equipment, all of the ideas, all of the resources and if employees are not “people savvy and emotionally intelligent” there will be problems. Guaranteed.

We are, after all, still people doing business with people.

Aging Issues by Jo Clifford

Tue, 22 May 2007 21:00:00 GMT

I’m surrounded by aging issues. The CFCC Public Policy Institute is wrapping up its recommendations for a community response to access to health care. The Gerontology Symposium speakers today spoke about the aging population, the Baby Boomers, and the “waves” of population shifts. Baby Boomers (like me) will be a force to be reckoned with as we will be more educated, more demanding, live longer, be more likely to do more things after/in retirement, and the information goes on and on. I’m turning 60 next year and I think this is the good news: I know now that I won’t die young (actually, Billy Crystal’s uncle said that!). Don’t have to worry about it any more. Now I’m worried about whether or not there will be enough doctors and nurses to take of me should I have some illnesses as I age. I’m worried about whether or not there will be clerks in the grocery store and at retail stores to assist me. How long will it take for me to get a repairman to come to my house to paint, fix the A/C, or work on my car? I just filled up my van with gas and paid $48.00 – the highest amount ever. Will I be able to afford to retire? I think I’ll go sit on a beach and not worry about all these aging issues at least until next February (my birthday).

Miscellany by Karen Fattorosi

Mon, 21 May 2007 21:00:00 GMT

I have spent the last few days unraveling cords, moving computer parts and pieces, repositioning gadgets, attempting to reorganize my life as I, for the umpteenth time, attempt to apply basic organizational principles and feng shui concepts to my working space (which are sometimes in conflict with each other) as I, yet again, work to accommodate another piece of technology into my increasingly complex yet basic electrical and ethernet support system. (breathe) (breathe again)

    Will someone please remind me how we were sold on the whole personal computer idea? I recall Apple introduced its first personal computer with considerable hoopla about all the functions a personal computer is capable. It was generally acknowledged that most of these early computers ended up in closets because they were complicated, didn't really do much, and introduced with loads of skepticism. They were sort of a modern day “gadget” that suffered the same fate as the 8-track player and Atari system. Only those were enjoyed before they were relegated to the back shelf or floor under the suits next to the computer.

    Before long we were treated to a series of commercials featuring a waifish large-eyed girl in a black cape who asked quizzically, “The information highway.   Are you ready?” Somehow this “highway” promised to connect us to the world and everything in it. That indeed is what happened. We are connected. I recall I was under the impression this computer was promised to speed life along, simplify, reduce paper consumption–what! Yes, reduce paper consumption. I use more paper now than I ever have.

    My office is randomly organized. I know where things are but no one else would be able to find anything. But after all, that is why it is called “my” office. So every now and then, I tackle those not so random stacks. But usually not until creatures big and little (grandchildren, cats, poltergeists maybe) do their magic and spread them around a little.   Especially the piles on the floor. So today, I did it again. Some papers made the trip to the trash without a detour. The remaining papers, on a longer route, have been deposited into labeled spaces where they will linger until another time. So I am musing. . . I think I will settle into a comfortable chair with a good book and embrace another ether realm.

Looking Forward

Tue, 15 May 2007 21:00:00 GMT

Aging is just living.