DB 19-14 Manging Conflicts and Disagreements in the Work Environment

Question 1

Conflicts and/or disagreements amongst co-workers that lead to disruptions in the work environment, can impact our ability to ___

Answer 1

serve the public

Question 2

Los Angeles City Policy, the Discrimination Prevention Policy Handbook (DPPH), and the Rules and Regulations (Code of Conduct) provide direction on maintaining a ___

Answer 2

work environment that is free from discrimination, harassment, hostile environment, retaliation, and hazing.

Question 3

The Fire Chief’s expectation is that all members govern their behavior through abiding by all ___, the ___, ___, and ___, and embrace our ___.

Answer 3

1) City polities
2) Department’s Core Values
3) Code of Conduct (Rules and Regs)
4) Discrimination Prevention Policy Handbook
5) Mission Statement

Question 4

When conflicts and/or disagreements occur at the workplace that lead to disruptions in the work environment, immediate supervisors shall do the following:
1) Direct employees to immediately ___ in the engaged activity.

Answer 4

cease

Question 5

When conflicts and/or disagreements occur at the workplace that lead to disruptions in the work environment, immediate supervisors shall do the following:
2) Attempt to ___ the issue and provide clear expectations.

Answer 5

resolve

Question 6

When conflicts and/or disagreements occur at the workplace that lead to disruptions in the work environment, immediate supervisors shall do the following:
3) Make immediate notification to their ___.

Answer 6

respective supervisor

-notification

Question 7

When conflicts and/or disagreements occur at the workplace that lead to disruptions in the work environment, immediate supervisors shall do the following:
4) Document the incident by utilizing the ___.

Answer 7

Complaint Tracking System

CTS

Question 8

When conflicts and/or disagreements occur at the workplace that lead to disruptions in the work environment, immediate supervisors shall do the following:
5) All members shall be given immediate ___ and ___of the Department’s zero tolerance policy toward discrimination, harassment, and retaliation as noted in the Department’s DPPH.

Answer 8

review and understanding

• zero tolerance policy toward discrimination
• harassment
• retaliation as noted in the Department’s DPPH

Question 9

When conflicts and/or disagreements occur at the workplace that lead to disruptions in the work environment, immediate supervisors shall do the following:
6) Document and journalize the ___ and ___ of when the above recommendations have been directed or completed by the immediate supervisor.

Answer 9

dates and times

Question 10

When conflicts and/or disagreements occur at the workplace that lead to disruptions in the work environment, immediate supervisors shall do the following:
7) . Consider if the Department’s ___ program can be of assistance. Disputing parties with the help of a mediator (a neutral third party) voluntarily meet to discuss their issues of concern with the aim or reaching mutually agreeable terms to resolve those issues.

Answer 10

Mediation

Question 11

Disputing parties with the help of a ___(a neutral third party) voluntarily meet to discuss their issues of concern with the aim or reaching mutually agreeable terms to resolve those issues.

Answer 11

mediator

-a neutral third party

Question 12

Note: Refer to the Workplace Violence Prevention Program (WVPP) in Book 75 and Department Bulletin 18-04 (Workplace Violence Awareness Information) for any act of ___ or threat of ___.

Answer 12

violence or threat of violence

Question 13

Next Level Supervisors (Battalion Chief/Section Commander) Responsibilities:
1) Direct Station/Unit Commanders to ___ and ___ City policy and the Department’s DPPH which outlines Officer’s (Supervisors) responsibilities for maintaining a work environment free of discrimination, harassment, hostile work environment, retaliation, and hazing.

Answer 13

review and understand

Question 14

Next Level Supervisors (Battalion Chief/Section Commander) Responsibilities:
2) Direct Station/Unit Commanders to review and understand ___, Supervisory Guide, Strategies for Preventing Discrimination and Harassment located in the Department’s DPPH.

Answer 14

Appendix A

Question 15

Next Level Supervisors (Battalion Chief/Section Commander) Responsibilities:
3) Report the incident to respective ___

Answer 15

Bureau Commander or next level Supervisor.

-report

Question 16

Next Level Supervisors (Battalion Chief/Section Commander) Responsibilities:
4) Ensure the incident is documented and placed into ___

Answer 16

CTS.

Question 17

Next Level Supervisors (Battalion Chief/Section Commander) Responsibilities:
5) Monitor the ___.

Answer 17

work environment.

Question 18

Next Level Supervisors (Battalion Chief/Section Commander) Responsibilities:
6) Make recommendation for a Workplace Assessment (WPA) for ___

Answer 18

unresolved conflicts.

Question 19

Workplace Assessments:
Recently, the City of Los Angeles ___ has expanded their services and staff to conduct workplace violence assessments, consultation, coaching, mediation, and supervisor trainings. This expansion is to allow for a more comprehensive approach to workplace violence prevention

Answer 19

Medical Services Division

MSD

Question 20

Workplace Assessments:
The goal of a WPA is to evaluate ___ to identify workplace violence concerns and to determine the appropriate level of intervention that is required.

Answer 20

individual situations/circumstances

-determine the appropriate level of intervention

Question 21

Workplace Assessments:

Consultations and assessments conducted by MSD are ___ and ___ in nature.

Answer 21

non-punitive and non-medical

Question 22

Workplace Assessments:

They are intended to take a ___ approach to ensure a healthy and safe working environment for ALL members

Answer 22

proactive

Question 23

Workplace Assessments:
When conflicts or disagreements within a work environment persist, Station/Unit Commanders shall generate an F-225 WPA request through channels to their respective Bureau Commander. The respective Bureau Commander will consult with the ___ Battalion Chief for the need of a WPA.

Answer 23

Risk Management Section (RMS)

Question 24

Workplace Assessments:
The Risk Management Section Battalion Chief serves as the ___ and will make appropriate notification to MSD for the WPA. The RMS Battalion Chief will confer with the Department’s Employee Relations Manager and Risk Manager as needed.

Answer 24

Department’s Personnel Officer/Designee

Question 25

Workplace Assessments:
The F-225 WPA request will require specific information and multiple attempts by the immediate supervisor to address the problem at hand. All WPA requests should contain the following information:

Answer 25

1) Name and rank of all members/employees involved.
2) Date, time, and location, and what behaviors of concern were observed.
3) Action taken by immediate supervisor.
4) Outcome of the action taken by the immediate supervisor.

Question 26

With good leadership, conflict resolution begins before the ___ occurs

Answer 26

struggle

Question 27

When a serious problem arises, supervisors should attempt to have all parties involved meet to discuss the issues from all ___.

Answer 27

perspectives

Question 28

___ and ___that meets the majority of the needs of all parties can help avoid the conflict all together.

Answer 28

Collaboration and compromise

-majority of the need

Question 29

Good, honest ___ among stakeholders not only avoids conflict, but gives ownership of the decision and the decision process to all parties or organizations, and builds trust among stakeholders.

Answer 29

communication

Question 30

Questions regarding this Departmental Bulletin should be directed to the ___

Answer 30

Risk Management Section at

(213) 482-6933 or via email at LAFDriskmanagement@lacity.org.