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employee s guide
To insert your company logo on this slide
  • From the Insert Menu
  • Select “Picture”
  • Locate your logo file
  • Click OK
  • To resize the logo
  • Click anywhere inside the logo. The boxes that appear outside the logo are known as “resize handles.”
  • Use these to resize the object.
  • If you hold down the shift key before using the resize handles, you will maintain the proportions of the object you wish to resize.

Employee's Guide

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organizational structure
Organizational Structure

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What is a team?

  • A Group of people working together to accomplish a common goal.
  • You and the people you work with are a team.
  • Successful teams have certain attributes in common:
    • A common goal
    • Specific deadlines
    • Effective Communication
    • Concern about each other
    • Quality checks
    • Involvement of every member

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Why is teamwork important?

Our collective experiences, wisdom, and learning can almost always produce a higher quality product or decision than what could possibly be developed working alone.

Individual knowledge, initiative, and motivation are just not enough to sustain the level of performance required by today’s competitive climate.

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How to work together.

Your team will only be as good as you are. The more skills and knowledge you bring to your team, the more you’ll contribute to your team’s success.

Clearly, the job you do affects others. If you fail, you can cause your team to fail. You can help make sure you’re a successful team member by following these simple practices.

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It just isn’t enough to simply perform the duties of your job. You must also have the right attitude. The attitude you project is usually the attitude you get back.

Your success as part of a team can be determined by your attitude. To be successful, you need a positive attitude.

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Teamwork depends on understanding your team members. That doesn’t mean that you have to be reading the same page, but you need to be reading the same book.

You need to learn to cooperate with team members in order to effectively:

  • Communicate,
  • Resolve disagreements, and
  • Set goals and objectives.

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Every Member of your team is valuable. Let them know you appreciate their efforts and contributions by telling them.


Members of a successful team not only support, but challenge each other to improve themselves and their team.

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You’re not going to agree with team members all the time. There may be conflict between yourself and what is best for the team. You may need to make sacrifices that you don’t agree with to be a part of the team. Remember, you’ll likely share in the rewards later.

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You need to respect your team members abilities, experiences, personalities, and opinions. These attributes will likely be different from your own and may cause disagreements. You need to be able to deal with conflict by:

  • Being patient – be accountable for your actions when things don’t go your way.
  • Staying calm – Arguments can waste time and money and ruin the unity of your team.
  • Listening – Careful listening will allow you to hear others opinions and respond more effectively.

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The success of your team depends upon every employee doing their job. There are times when you or a team member may need a helping hand. Be willing to help a teammate out if you want your team to succeed.


Show up for work on time every day. You’re here for a reason, and when you’re not it hurts the team and its mission.

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The benefits of teamwork!

Working on a team can make workloads lighter, increase efficiency, and improve quality of work. It also increases morale and gives you a sense of job satisfaction.

People can openly express their opinions and confront problems. This type of feedback fosters open discussion and encourages participation from every member.

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  • How can you be a successful Team member?
  • Support team members by?
  • You need to deal with conflict by?

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customer service
Customer Service
  • Would you still have a job if all your customers went away?
  • In your job do you work with customers?
  • Everybody works with customers, no matter what their job is.
  • You need to know how to provide great customer service.

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Customer Service

External Customers

External customers are the people who buy or use your products and services. These are the people who keep you in business and pay your wages. Customers want more than just what your selling, they want to be treated well.

Good customer service refers to being responsive to the needs of all customers. By following these simple guidelines, you’ll be able to deliver service each and every time you deal with customers.

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Customer Service
  • Give your name and acknowledge customers by name
  • Deal with customers in a trustworthy, honest, and ethical manner
  • Speak in a way that makes them feel important, valued, and comfortable
  • Focus your attention when your with them
  • Never complain in front of a customer
  • Never argue or blame a customer
  • Remain calm and polite with customers
  • Maintain a friendly and helpful attitude
  • Provide information in a timely manner
  • Take the initiative to exceed their expectations
  • Always thank them for their business

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Customer service

Internal Customers

Even though we typically think of customers being from outside the organization, we also have internal customers.

So, who is an internal customer?

An internal customer is anyone who depends on another person or department within an organization.

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Customer Service

You should always treat your internal customers the same way you would treat external customers. They deserve the same level of service.

That means you should always be:

  • Polite,
  • Courteous,
  • Helpful, and
  • Timely

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Customer Service

Customer service success also provides personal benefits by:

  • Improving your interpersonal skills to deal with your co-workers.
  • Making your job more enjoyable because you get along with others.
  • Providing job security because your business is doing well.

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Customer Service


Like teamwork your attitude plays a very important role in the quality of customer service.

Your attitude affects everyone who comes in contact with you. Therefore having a positive attitude can only have positive effects for you.

But, it’s not always easy to be positive because situations can have a negative influence on your attitude. Regardless, you’re responsible for the attitude you display.

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Customer Service

You can keep a positive attitude by:

  • Being enthusiastic about your job
  • Focusing on things you like about your job
  • Focusing on doing well in your job
  • Avoiding negative situations and unpleasant co-workers whenever possible
  • Avoiding gossip about people or activities that may or may not be fact.

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Customer Service

Is the customer always right?

How a customer perceives the service you provide is important. Good service is not in the eye of the server, it is in the eye of the served. Customers aren’t always right, but they may feel that way if you provide good service every time you deal with them.

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Customer Service
  • You can provide good customer service by?
  • What are the benefits of good customer service?
  • How can you keep a positive attitude?

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What is diversity?

The term diversity can have many different meanings. The term “workforce diversity” usually means including people who are considered to be, in some way, different.

The difference can be race, ethnic origin, gender, or age. It can also refer to differences in religion, sexual orientation, and physical or mental capabilities.

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Why is diversity important?

It strengthens and improves an organization by bringing a different viewpoint, a new method, a fresh approach, a broadened awareness, and cultural expansion to your workplace.

The companies that benefit the most are the ones that employ people regardless of their differences. It’s these differences that make the workplace more dynamic.

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How does diversity affect you?

When you work with people that have different beliefs and perspectives, you’re exposed to different ways of thinking. That makes you better at dealing with people and solving problems.

Embrace diversity, by doing so you create a respectful and understanding work environment which benefits you, your co-workers, and you company.

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How can you support diversity?

  • Seeking to find common ground with people
  • Practicing acceptance of others
  • Understanding peoples differences
  • Maintaining good relationships with others
  • Respecting personal boundaries of others
  • Understanding that disagreements are differences of opinion and not personal attacks
  • Refusing to participate in unacceptable behavior of others

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As a result, you will benefit by being able to:

  • Enhance your relationships with others
  • Appreciate and respect others
  • Accept the differences of others
  • Eliminate racism, sexism, and other discrimination in the workplace

Diversity also contributes to a workplace that feels inclusive rather than exclusive.

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Discrimination in the workplace is against the law. Every employee is entitled to equal treatment in the workplace. All decisions affecting your employment can not be based on your:

  • Age
  • Race
  • Religion
  • Sex
  • Disability
  • National origin

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  • How can you support diversity?
  • What benefits come from diversity?
  • Every employee is entitled to?

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discrimination and harassment
Discrimination and Harassment

What is Discrimination or Harassment?

People don’t generally ask if they may discriminate or harass someone. Some people may not even know that they are discriminating until it is to late. Therefore, we need to understand what it is. So, just what is Discrimination? Harassment? Sexual Harassment? Is it a certain look? Does it have to be physical contact? Must the victim have succumbed to sexual advances?

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Discrimination and Harassment

Discrimination is: A supervisor or person in authority making employment decisions related to hiring, firing, transferring, promoting, demoting, benefits, compensation, and other terms and conditions of employment, because of an employee’s protected class status.

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Discrimination and Harassment

Harassment is described as unwelcome, unwanted oroffensive conduct based on an employee’s protected class. This includes:

  • Telling racial orientated jokes
  • Harassing letters, e-mail, or phone calls
  • Negative or explicit statements about a disability, whether or not it actually true.

Any of these behaviors are improper and could lead to legal action under state and federal law.

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Discrimination and Harassment

Sexual Harassment is unwelcome, unwanted oroffensive sexual advances, requests for sexual favors, and other verbal or physical conduct of a sexual nature when:

  • Implied submission is a term of employment; or a basis for any employment decisions.
  • Has the purpose or effect of interfering with an employee’s work performance, or creating an intimidating, hostile or offensive work environment.

Any of these behaviors are improper and could lead to legal action under state and federal law.

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Discrimination and Harassment

You have the right to work in a workplace that is free of harassment of any kind. An employer can not discriminate against you:

  • As a condition of hiring or advancement opportunities; or
  • As a term or condition of your employment

It’s not “just the way men and women interact with each other.” Victims aren’t “just too sensitive” or people who “can’t take a joke.” It’s easiest to not do or say anything that might be regarded as discrimination or harassment.

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Discrimination and Harassment

What must an employer do?

The Civil Rights Act of 1964 says that an employer has a duty and a responsibility to provide a workplace free of discrimination. Harassment and sexual harassment are forms of discrimination.

If you feel you are being harassed, you have a legal right to stop the harassment. You shouldn’t feel that if you issue a complaint of harassment, that you’re at risk of retaliation.

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Discrimination and Harassment

What shouldyou do if you’re being harassed?

Keep in mind that harassment isn’t your fault. Harassers are responsible for their own actions. Remember this when taking steps to stop the harassment.

It is your responsibility to know company policies, how they are enforced, and what the consequences are if you were to harass a co-worker.

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Discrimination and Harassment

Any employee believing they have been subjected to discrimination, workplace harassment or sexual harassment should report that behavior to their immediate supervisor, another member of management or their human resource office.

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Discrimination and Harassment
  • Types of sexual harassment include?
  • What should you do if you are being harassed?
  • If you need help dealing with discrimination you can?

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drug free workplace
Drug-Free Workplace

Drug and alcohol abuse affects many workplaces which costs businesses billions of dollars each year. Studies show that employees who use drugs or alcohol are more likely to be absent, show up late, file more workers compensation claims, have higher medical costs, and be involved in workplace accidents.

As a result, we have established a drug-free workplace policy. Therefore, it’s important that you understand what a “drug-free workplace means” and how it affects you.

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Drug-Free Workplace

What do we mean by “drug-free?”

The term “drug-free” workplace is defined as a place where employees are prohibited from manufacturing, distributing, selling, possessing, or using a controlled substance.

Examples of controlled substances include alcohol, marijuana, cocaine, amphetamines, barbiturates, and prescription medications.

Use of these substances could affect your ability to perform your job and, therefore, are not allowed in the workplace.

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Drug-Free Workplace

Signs and symptoms of abuse.

Workers who display sudden changes in behavior may have a substance abuse problem. For example, irritability, moodiness, or arguing with co-workers are not uncommon behaviors. They may show up to work looking sloppy, unkempt, unshaven, or dressed inappropriately. There may be complaints regarding their attitude and quality of work.

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Drug-Free Workplace

Other signs and symptoms of abuse:

  • Slurred speech
  • Unsteady movements and shaky hands
  • Cold and sweaty palms
  • Dilated pupils
  • Red eyes
  • Unusual weight gain or loss
  • Smell of alcohol
  • Sudden change in friends
  • Violent behavior
  • Depression
  • Suspicious attitude toward others

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Drug-Free Workplace

Safety Hazards

Workers who do abuse drugs or alcohol are involved in accidents and display carelessness with potentially hazardous materials or equipment more often than other workers. This could endanger you and your co-workers.

Safety related signs may include:

  • Risky behavior
  • Increased involvement in off-the-job accidents
  • Damaging equipment or property

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Drug-Free Workplace

Drug testing

Drug testing is one way we can protect your workplace from the negative effects of drug and alcohol abuse. There could be several reasons why you may be tested for drug use.

  • Prior to employment
  • Reasonable suspicion
  • CDL licensing

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Drug-Free Workplace


There are many sources of assistance available if you or a co-worker need help with a substance abuse problem. We have an Employee Assistance Program called Cascade Centers. You can call them at 1 800 433 2320 anytime. There are also community based programs in most areas. These can be great resources for problems that stem from drug or alcohol abuse.

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Drug-Free Workplace

Benefits of a drug-free workplace

  • Safety
  • Health
  • Productivity
  • Morale
  • Security
  • Well-being

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drug free workplace8
Drug-Free Workplace
  • Drug-Free companies have less?
  • What are the signs of drug and alcohol abuse?
  • A drug-free workplace has a positive impact on your?

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emergency preparedness
Emergency Preparedness
  • Emergencies don’t happen often, but that doesn’t mean they will never happen! You need to know what to do in case of fire, severe weather, chemical releases, bomb threats, and other emergencies.
  • We have a written Emergency Action Plan to determine appropriate procedures for emergencies.
  • We also conduct mock drills to refresh everyone of emergency procedures.
  • Remember, one type of emergency may differ from another, so the responses may differ too.

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Emergency Preparedness
  • Fire
  • Severe Weather
  • Thunderstorms
  • Tornados
  • Floods
  • Heat
  • Winter Storms
  • Earthquakes
  • Hurricanes
  • Chemicals
  • Bomb Threats
  • Volcanoes

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emergency preparedness2
Emergency Preparedness
  • An Emergency Action Plan includes?
  • What emergencies should you be prepared for in the workplace?
  • What emergencies should you be prepared for at home?

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personal security
Personal Security

At home most of us take safety precautions, but at work we tend to be a little more lax. In the past, security has been focused more on agency equipment and computer hacking. Today safety risks include assault, terrorism, hazardous materials, and misuse of classified materials. Therefore, it is in your best interest to follow safety and security procedures and familiarize yourself with emergency action plans.

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personal security1
Personal Security

Parking lot Safety

  • Parking lots can be dangerous because of unpredictable traffic and careless drivers.
  • Parking lots should be well lit, fenced, and patrolled especially at night.
  • You should try to park where you can see around your vehicle, you can be seen and close to the entrance if possible.
  • Also store valuables in your trunk instead of where they can be visible to thieves.

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Personal Security

Entering the Building

  • Many of our installations have security people or ID card scanners to control access to the buildings.
  • It is important to make sure you only let yourself into the building. If there is another person coming in behind you insist that they use their own ID to gain access.
  • Don’t give building or gate access to strangers, including visitors and delivery persons.
  • Don’t look at the security as an invasion of privacy, it is an attempt to protect you.

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Personal Security

Inside the Building

  • Maintain good visibility in your workplace. Windows and mirrors help eliminate “hiding spots”.
  • Good lighting in and out will deter criminals.
  • Keep your purse, wallet or other valuables secured during the day.
  • Report broken windows or locks and dimly lit areas to your supervisor.
  • When you leave your area, let someone know.
  • Keep your computer passwords a secret.

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Personal Security

Working alone

If you find yourself working alone you may want to keep someone else aware of where you are and what you are doing.


If you are required to travel, check in so your co-workers know where you are and how you are doing. If your using an agency vehicle make sure it is maintained and report any problems upon return. Make sure you have good directions.

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Personal Security


Visitors may be required to check in. They should be escorted and not allowed to wander off alone.

Suspicious Activities

Be aware of your surroundings. Watch for people or other employees attempting to access something that is denied to them, carrying a weapon, behaving in a strange manner or making unusual requests, demands or threats.

Every employee has the responsibility to be aware and vigilant while at work.

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Personal Security
  • Security risks at work include?
  • To protect yourself and your company at work, you should?
  • To ensure your personal safety, you should?

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workplace violence
Workplace Violence

Workplace violence includes any act that

threatens employee or customer safety,

or results in damage to a person or


  • Affects one out of every four workers each year.
  • Is the number one killer of women and the second leading cause of death for workers.
  • Claims more lives each year than AIDS and drunk driving combined.
  • Costs over $4 billion a year.
  • Is the fastest growing crime being tracked by the FBI.

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workplace violence1
Workplace Violence

What is Workplace Violence

Ranges from verbal or physical threats to assault and battery. Acts of workplace violence include:

  • Insubordination
  • Harassment
  • Stalking and hostage taking
  • Fights, Beatings and Stabbings
  • Theft, Vandalism and Arson
  • Sexual assaults and rape
  • Threats and verbal intimidation

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workplace violence2
Workplace Violence

Sources of violence

  • There is no single, specific type of person that commits this sudden violence.
  • Violence can be committed by someone from inside or outside of the workplace.
  • Usually inflicted by third parties, such as robbers and muggers.
  • Acts by disgruntled clients, customers, or former employees can also find a way into the workplace.

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Workplace Violence

At the center of workplace violence is a troubled individual. Here are some signs to look for:

  • Overt Threats (i.e., “I’m going to kill you”),
  • Changes in behavior or personality,
  • Signs of severe depression,
  • Extreme desperation over situations,
  • Abuse of drugs or alcohol,
  • A preoccupation with weapons, or
  • Frequent conflicts at work.

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Workplace Violence

Workplaces with a higher risk of violence include those that:

  • Deal with the public,
  • Exchange money or guard valuables,
  • Deliver passengers, goods, or services,
  • Work out of an automobile,
  • Work late at night or early morning,
  • Work alone or in small numbers, or
  • Work in high crime areas.

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Workplace Violence

Avoid becoming a target

  • Think ahead about your risks and learn to recognize situations.
  • Be on the look out for anybody who says or even hints that they might harm someone.
  • A co-worker or customer may express troubled feelings before becoming angry or violent.
  • Sometimes listening and concern is all that is needed at the early stages of trouble.
  • You should also pay attention to anyone who expresses fear of another person.
  • Being proactive can mean the difference between workplace violence occurring or not.

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Workplace Violence

Here are a few things you can do to help minimize the chances of violence:

  • Don’t ignore potential violence,
  • Practice conflict resolution,
  • Don’t threaten customers or other employees,
  • Look out for personal safety,
  • Trust your instinct,
  • Notify proper authorities when you see signs of trouble.

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Workplace Violence

Handling a violent situation

  • Report threats or suspicious activity to your supervisor or police. Keep your distance, stay safe, and let the authorities handle it.
  • If confronted, talk to the person. Stay calm, maintain eye contact, stall for time, and cooperate.
  • Attempts to escape should be to the closest secure area where you can get help.
  • Telephoned threats must be taken seriously. Keep the person on the phone. Write down what the caller says, and ask for details about where, when and why. Try to get their name or location. Listen for accent, pitch of voice, background noise, etc. Immediately report the call.

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Workplace Violence

After violence occurs

  • Get medical attention for anyone that was hurt.
  • Report the incident to supervisor or police.
  • Secure the area so evidence is not disturbed.
  • Identify any witnesses and get note from them.
  • Analyze what happened and try to prevent it from being repeated.
  • Conduct employee assistance counseling session to help reduce stress and fear so they can better handle the situation.

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Workplace Violence
  • Acts of workplace violence can be?
  • If you witness a potentially violent situation, you should?
  • If you become involved in a violent situation, you should?

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personal wellness
Personal Wellness

Our wellness programs are designed to assist employees with problems at or outside of work. They include mental health services, counseling services, fitness facilities, smoking cessation, health screenings and nutrition courses. They provide many benefits, including improving your health, boosting your energy, managing weight and stress, and giving you a more positive mental outlook.

When your healthy, you just feel better. Maintaining your diet, physical fitness, and mental health will make you feel good at home and at work.

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personal wellness1
Personal Wellness


The first thing is a balanced diet.

Research has proven that a good diet is vital to your personal wellness.

Therefore, we should eat the right combination of foods that allows us to get all the vitamins, minerals, and protein our bodies need to be healthy.

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Personal Wellness

Healthful habits

Avoid these common nutrition pitfalls:

  • No breakfast,
  • Morning doughnuts and coffee,
  • Lunch at fast food restaurants,
  • Afternoon snack of a candy bar, and
  • Eating late at night.

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Personal Wellness


Some vitamins and minerals may be helpful to counteract workplace hazards. For example, vitamins B6 and E help strengthen tendons and muscles, and may help resistance of carpal tunnel.

Be sure to check with your doctor and be careful not to overdo it. If taken in too large of quantities, some vitamins and minerals can cause toxicity problems and poison your body.

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Personal Wellness


Our bodies need water for several important functions. We need water to:

  • Process the nutrients we eat,
  • Cleanse our bodies of toxins and impurities, and
  • Replenish us after exercise or physical exertion.

We should drink at least eight 8 oz. glasses of water every day. A little bit of water all day will add up to what your body needs.

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Personal Wellness


Exercise is necessary for good physical health. It boost energy levels and mental capacity, while reducing stress and the risk of disease. It also improves flexibility, sleep, and your overall sense of well being.

Exercise doesn’t have to be strenuous or overly time-consuming. Basic guidelines are 30 minutes a day three days a week and can include jogging, bicycling, swimming, and walking.

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Personal Wellness

Here are some helpful hints to exercising:

  • Choose activities that are fun, not exhausting.
  • Try not to rely on one activity, but with several.
  • Wear properly fitted shoes and clothing,
  • Try to make it a habit, but be flexible.
  • Use music to keep you entertained.
  • Involve co-workers and family.

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Personal Wellness

Mental health

Poor mental health can make it difficult to function in your day-to-day work. Things such as stress, dependencies, and mental illness can also affect your physical health and well-being.

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Personal Wellness


Stress is a physical or mental response to the pressures of an event or factors of living in general. Stress can be positive or negative. When stress occurs, your body releases hormones which accelerate your breathing and heart rate, increase your blood sugar levels, and improve blood clotting. If stress goes on for a period of time your body can have adverse reactions. No matter how healthy you are stress can burn you out.

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Personal Wellness

Here are several hazards associated with excess stress:

  • Insomnia
  • Fatigue
  • Cancer
  • Breathing trouble
  • High Blood pressure
  • Digestive disorders (i.e. ulcers)

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Personal Wellness

You can suffer from psychological conditions also:

  • Impatience and worry
  • No self-confidence
  • Poor listening
  • Anger, frustration, and irritability
  • Violence, alcohol, and drug abuse

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Personal Wellness

To compound matters your job can be affected too. Stress can lead to:

  • Accidents
  • Lost priorities
  • Rushing
  • Competition
  • Obsession with quantity of work
  • Anger

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Personal Wellness

Here are some tips for handling stress:

  • Take breaks and learn to relax fully.
  • Release stress with exercise.
  • Maintain proper rest and diet.
  • Practice deep breathing.
  • Manage time and priorities.
  • Build confidence in yourself.
  • Share your work if it is too much.
  • Talk to someone about what’s on your mind.
  • Limit overwhelming changes.
  • Avoid medication and alcohol.
  • Laughing and crying to release tension.
  • Schedule time for fun activities.

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Personal Wellness


Dependencies can take over a person’s life. The person can lose sight of all other activities except for the thing in which they are dependent.

This type of problem is very difficult to deal with as the dependency can change the person’s personality, reactions, and judgment. Most people are going to need help to overcome an addiction.

Seek help or tell a co-worker, because these kind of problems don’t go away, and must be dealt with.

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Personal Wellness

Mental illness

Mental illnesses may be difficult to recognize, but are not uncommon. They include a wide range of disorders, which can be mild to severe. Many can be treated and millions of people suffer from them. Some common mental illnesses are:

  • Depression
  • Paranoia
  • Schizophrenia

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Personal Wellness
  • What is the minimum exercise requirement?
  • What qualifies as exercise?
  • What are some techniques for reducing stress?

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dealing with change
Dealing with Change

Why change?

Change is inevitable. If you understand that and accept change as a natural part of everyday life, you will see that change may be your opportunity to move in new directions and improve your future.

Without change life would be dull, but too much can cause chaos and overwhelm people.

Likewise your work section must change or risk being left behind in the industry.

Oregon Military Dept.

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Dealing with Change

Types of change:

  • Restructuring,
  • Layoffs,
  • Downsizing,
  • New personnel,
  • New equipment,
  • New job duties,
  • New regulations,
  • New processes, and
  • Less hours or overtime.

Oregon Military Dept.

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Dealing with Change

How to deal with change

Here are some normal reactions to change in the workplace and how you may feel:

  • Anger about not being warned,
  • Sad about losing familiarity,
  • Anxious about new responsibilities,
  • Concern about new supervisor,
  • Confusion about your position,

Oregon Military Dept.

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Dealing with Change

There are some things that you can do to help cope with change:

  • Bond with people that will support you.
  • Maintain a healthy diet and exercise.
  • Build up your self-esteem.
  • Try to maintain a good attitude.
  • List the things that you can control.
  • Be flexible to those things you can’t control.
  • Look for other resources to help you through.

Oregon Military Dept.

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Dealing with Change

Benefits of change

Some changes do have a negative impact, but that doesn’t mean that nothing positive can come out of them. Some changes give you the ability to:

  • Learn new skills,
  • Improve your productivity,
  • Reduce your workload,
  • Change career directions,
  • Fix personal issues, and
  • Spend more time with family and friends.

Oregon Military Dept.

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Dealing with Change
  • Change is?
  • Why do people resist change?
  • How can you cope with change?

Oregon Military Dept.

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The End

Oregon Military Dept.