Unit 3: Employability

Lesson 11: Following Chain of Command

OBJECTIVE

1. Understand the concept of "chain of command."

INSTRUCTIONAL FORMAT
This is a short lesson to provide students with information on chain of command. When a person has difficulty on the job, he needs to know how to best resolve the problem. Part of resolving the problem may include talking to the boss or even talking to the boss's boss. Sometimes when you approach your immediate supervisor, you do not get the results for which you had hoped. When this happens, you may have to talk to your supervisor's boss. If this does not help you may need to continue up the "chain." This concept may be hard for people with cognitive disabilities, especially if you are making abstract references to a supervisor's supervisor. For some students, this lesson will only be effective when they actually have a job, so you can speak about specific people (Bob is your boss, Sally is Bob's boss, etc.) Taking pictures of a student's supervisors (with their permission of course) may be helpful as well. If the student does not have a job, you can illustrate the chain of command within his or her rehabilitation program.

1. Ask the students to indicate who they should talk to if they are having a problem at work. Provide the answer if the students cannot come up with it. For those students who have a job, check to see if they know who that person is. Continue checking to see if the students know who to go to next in the chain of command.
   
   

2. It is suggested that you review the lesson on conflict resolution in the social skills unit. This will provide students with information on how to approach their boss respectfully. There is also a lesson, "Social Skills in the Workplace," in this unit. There is a specific objective on explaining a problem to a supervisor.
   
   

3. Instruct the students on other key points when following the chain of command. First, all effort should be made at resolving the issue with your immediate supervisor. If the issue cannot be resolved, then you can go to the person's supervisor. However, the issue/complaint/problem needs to be serious. A worker should only move up the chain if the issue involves a situation that is illegal (somebody is stealing), harmful (a piece of equipment has not been fixed), or discriminatory (being passed over for a deserved raise due to race). Supervisors do not want to deal with complaints about the type of paper towels in the bathroom. Going up the chain of command with a trivial problem or a meaningless complaint can get you in trouble at work. However, if there is serious problem that violates your rights or privileges, you should try to get satisfaction through appropriate means. Finally, if a decision is made that is not in your favor, it is not appropriate to keep complaining to other supervisors or workers. Sometimes, people have to let issues drop.
   
   

4. Summarize this lesson with the following points. First, workers should know the proper procedures for using the chain of command at their work. Second, a worker should check with people he trusts to see if he has a legitimate complaint before going past his supervisor. Third, during the whole process, it is important to remain professional and respectful with the people with whom you are talking. Finally, repeat the importance of trying to work out the problem with your immediate supervisor.
   

SIGNS OF GENERALIZATION
Students follow the chain of command at their job.

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