Case Study of Canadian Atlantic and International Bank - Stressful Times at a CAIB Branch

Assignment Task:

CASE STUDY – CANADIAN ATLANTIC AND INTERNATIONAL BANK “Stressful Times at a CAIB Branch”

The downtown branch of the Canadian Atlantic and International Bank in Brandon, Manitoba, is known for its friendly service and high levels of employee morale. Although the branch gets very busy at times, the employees regard it as a good place to work. There is a spirit of co-operation among the employees, and the bank manager, Marsha Cobourg, is well-liked by the staff.

Roselynn Barkhouse, a 26-year-old customer service representative, has been employed at the Brandon branch for just over nine months. In general, co-workers describe Roselynn as a good, solid worker, but most also agree that she is somewhat shy.

Three weeks ago, Roselynn was working at the counter when Roy Romanowski came in to deposit money into his business account. Roy has operated his small convenience store, which is located about three blocks from the bank, for 31 years. He is a loyal CAIB client and visits the bank at least once a day. Everyone in the area knows Roy—while he is a very hard worker, he is also an impatient man and not overly friendly. Some area residents refuse to buy anything from Roy’s store because, in the words of one woman who lives near the store, “He is just so unfriendly, cold, and abrupt, I will never support his store.” However, Roy’s wife and children, who also work in the family store, are well-liked in the community.

Roy approached Roselynn’s counter and gave her his deposit bag. A careful count of the money revealed that Roy had $2,314 to deposit. Roselynn filled out the deposit slip for Roy, had him initial it, and went to the computer to enter the transaction. However, Roselynn mistakenly pressed the withdrawal button (instead of the deposit button), so when Roy looked at his passbook, it showed a withdrawal from his account of $2,314. He noticed the error immediately because he always keeps a close eye on his account.

Upon seeing the error, Roy started to scream at Roselynn. At this point, two other employees and the manager, Marsha Cobourg, arrived at Roselynn’s counter. Roselynn was in tears, and once again apologized to Roy. Within seconds, the error was corrected, and Cobourg also offered her apologies to Roy and walked him to the door.
Since the incident, however, Roy has continued to come into the bank at least daily (and more often when his store is busier). Whenever he enters the store, he makes a rude comment to Roselynn if she is working. Often, his comments are overheard by other customers. At times, he also tells other people to avoid going to Roselynn’s counter. Both Marsha Cobourg and Roselynn’s co-workers have reassured her that her work is fine and have advised her just to ignore Roy.

Two days ago, Roy entered the bank and, as luck would have it, Roselynn was the next available representative. Roy, however, refused to go to her workstation and made this known to all the customers around him. The bank was very busy at the time, and Roselynn burst into tears, left her counter, and went home. The next day, she called Cobourg and told Marsha: “I am totally stressed out and just can’t take it anymore. I’m quitting and am going to look for work somewhere else. The job is just not worth it.” Marsha tried to comfort Roselynn and after much discussion, was able to get Roselynn to come in for a meeting the next day.

Part One of Case Study: CAIB Upset Customer who Upsets Teller  

1. Meeting 
A meeting should have been held after the first experience. In fact, a policy should have been posted prior. For example, attention to all customers, please remember to be respectful and courteous to our tellers.  Sometimes, it takes more than once for a manager or boss to bring someone in for a meeting and could be for various reasons. However, I believe it is best to deal with an incident when it occurs.  A meeting with the customer would have been a good call too.  

2. Meeting Achievement/ Looking Back (steps that could have been taken to avoid this incident.) 
During the meeting, Marsha should support Roselynn, let her talk and see how to deal with it rather than letting her find another job. Even though, ultimately it is Roselynn’s decision either way.  Create an action plan on how to help Royselynn heal from this terrible experience. Also, to discuss stress management and possible stress management workshop to take place at work or outside of work. 

Steps that could have been taken to prevent this incident from occurring would have been: 

• Posting a sign 
• Verbally informing customers
• As soon as the incident occurred for someone to step in to prevent Roselyn from getting upset and for Roy making a fool out of himself.  The first incident to address to Roy that this is inappropriate and to deal with him. The bank manager should have spoken to Roy when he refused to speak to Roselyn.  
• For a businessman, it is very unprofessional and it is bad enough the employees can hear him but in front of customers too?  That is very nasty. 

Part 2 of Case Study: Bank Robbery at CAIB 

1. Safety Training Program 
It would be beneficial to do something like this: 

Health and safety at CAIB 

Policy 
HSBC Group will provide a healthy and safe working environment for all employees, contractors, customers and visitors on HSBC premises.

Purpose To ensure that a healthy and safe environment is provided for all employees, contractors, customers and visitors, compliant with all applicable health and safety legal requirements, and that best practice health and safety management standards are implemented and maintained across the HSBC Group.

Application The HSBC Group's Senior Executive Management is committed to the effective management of health and safety to provide a healthy and safe working environment for employees, contractors, customers and visitors to our premises. HSBC is committed to devoting the necessary resources to meet health and safety legal requirements wherever we operate and, where reasonably practical, exceed them.

Everyone at HSBC has a responsibility for helping to create a healthy and safe working environment. Employees are expected to take ownership of their safety and are encouraged and empowered to report any concerns. Chief Operating Officers have overall responsibility for ensuring that the correct policies, procedures and safeguards are put into practice. This includes making sure that everyone in HSBC has access to appropriate information, instruction, training and supervision.

So as to ensure effective delivery and continual improvement of health and safety, HSBC will:
• Comply with regulatory requirements
• Identify key risks through risk assessment
• Conduct workplace inspections to ensure workplace safety
• Manage accidents and incidents and will look to mitigate risks to reduce recurrence 
• Provide training and awareness on key risks at HSBC
• Set out clear roles and responsibilities for all stakeholders involved in health and safety
• Consult with relevant parties on health and safety arrangements, as appropriate 
 
Global health and safety requirements are contained within policies and procedures and together with the documents referenced by it, form a framework for a structured risk management approach to the assessment, management, monitoring and review of health and safety risks. These should be followed at all times and in all countries
In addition to the above to also have a violence prevention program in place.  

2. Trauma 
In the event that employees and customers are traumatized, management should hold debriefing sessions. A stress audit can be performed to assess psychological or physiological effects on employees.  Also, EAP should be taken advantage of or offer for free counselling sessions at a local mental health centre.  The lady with the baby should really seek medical attention.  I would have strongly urged her to do that as this is a very unnerving experience, especially with a baby. It would be strongly advised to follow-up with employees and customers to ensure they are okay and if they would want to counsel that will be paid by the bank.
 
If staff is not trained in stress management, mental health first aid, conflict management, etc, it is strongly encouraged. 

Trauma can have both short and long term effects on a person.     

There are three main types of trauma are acute, chronic, or complex.
• Acute trauma results from a single incident.
• Chronic trauma is repeated and prolonged such as domestic violence or abuse.
• Complex trauma is exposure to varied and multiple traumatic events, often of an invasive, interpersonal nature.

All effects of trauma can take place either over a short period of time or over the course of weeks or even years. Any effects of trauma should be addressed immediately to prevent permanence. The sooner the trauma is addressed, the better chance a victim has of recovering successfully and fully. 

Short-term and long-term effects of trauma can be similar, but long-term effects are generally more severe. Short-term mood changes are fairly normal after trauma, but if the shifts in a mood last for longer than a few weeks, a long-term effect can occur.

Two policies must be put in place – violence prevention and stress management. Two workshops should be also offered either at work or outside of work which deals with violence and stress management.  There may be a need for more than one session because both topics are very heavy. Also, there are various resources online and in the community.
  
Violence Workshop 

For example: 
In the first half of the workshop, present literature such as what is violence? What is domestic violence?  What to do? How to look for signs?  The list and ideas are endless.  

Have a coffee break and start again. 

Break for lunch then in the afternoon resume the workshop and then have drills.  Even though staff handled it professionally, it would have been nice to be prepared.  
A stress management workshop should be set up with a similar setup.  

Closing Remarks/Recommendations
Working with the public is one of the most tiring and exhausting experience that anyone can ever imagine. There are so many personalities, mental illnesses, situations, people set in the ways, know-it-alls, and so much more that you literally have to take everything in stride.

For Part 1: 
Upset Customer who Upsets Teller, this situation could have easily been avoided. If the manager done their job, they could have intervened. This way, Roselyn would not have been so upset and the situation would have been handled. Yet, he came in again and still stirred up trouble. Again, management should have stepped in.  They also should have spoken to him the first time and if that didn’t work to speak to him again and this time say if you do this again (whatever the action will be).  There should have been a meeting with Roselyn when this first happened.  Roselyn could have also been trained in various situations before being put on the job.
 
For Part 2: 
Bank Robbery at CAIB, a safety program should have been put into place and various trainings should have been done. However, EAP and counseling should be encouraged for this particular situation. 

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