Ther person I work with has a major attitude. You cant tell her anything. I have got several calls that have said how rude she is on the phone. I need to say something to her but I know its going to turn into some big issue, because thats how she is. I just became a manager and this is the first time I really have to do something like this. any tips would be great. Thanks.
2007-02-21 01:53:13 · 11 answers · asked by Anonymous in Business & Finance ➔ Careers & Employment
First preactice some self belief and know that you are right and that it is your responsibility to see that the business and its reputation are healthy.
Get the various problems documented via your own notes with clients, letters/emails from clients or staff who have complaints etc. Research your businesses procedures for discipline/performance measures so you know what you are doing and what is expected of you as a manager. If you have a mentor use them as a sounding board if youdont have a mentor then find another manger in the business thats approachable adn ask them for advice (after you have done your research on procedures etc) tell them you just want to make sure that you are being fair to the employee and need their advice opinion.
Generally businesses (via the manager) have a discussion with the employee about expected performances of staff in that job/level etc and then advise that their have been complaints and the basic nature of the complaints. If its from customers they may tell the employee the names actual complaint details so that the employee can comment on it from their point of view after all it may not have been their fault. Another thing to consider in your preparation for the meeeting with the employee is to consider whether there are outside factors involved becasue people under a lot of stress outside of their work can often perform poorly or bahaving less than appropriately at work due to the huge mental and physical burden of extreme stress (marriage problems, seriously ill child, abusive realationhship etc etc) and people in those circumstances generally try to hide it even when it is obviously affecting their work. So it may also be worth seeing if the employee has a "performance" history, how long have been there and if for a fair while what do the people who knew them a long tome ago say- do they think the person has changed in some way? I would along with the research into performance issues etc, also look into whether the business has some sort of emotional counselling available to employees (may help thim if they have personal problems) and also look into any internal training available in customer relations etc as sending them to something like that may help to show them that their attitude is less than desirable.
Good luck
2007-02-21 02:13:36 · answer #1 · answered by magpiez 5 · 1⤊ 0⤋
You have a job to do, but you also need to remember that everyone has a life and whether we want to or not, sometimes we bring our lives to work with us.
Before you sit down to meet with her, you need to put together a reprimand letter which will go into her file. Review the rules of a reprimand with HR and then call her in. No matter what you do, she will be on the defensive, don't take it personally, this is just human behavior at it's finest! I think I would start off by asking her if there is something at work that has been bothering her... If the answer is no, just explain to her that you've noticed an attitude and that others have come to you with it as well. Let her know that her phone etiquette needs to improve as she is a representative of the company and a smile should be heard in her voice. Explain to her that if she has something in her personal life that is troubling her and is causing this, perhaps she needs to handle things at home and try to leave those problems there. Let her know that she is recieving a written reprimand and that she has the option to include anything she feels necessary which may be looked at later should this occur again. Ask her what she will do to help improve the issue at hand and document it... Hold her to her goal for improvement and let her know that in the interest of the company and the moral of others, she will be reviewed again in x number of days, months, whatever you feel is acceptable. Let her know that if this continues, there will be repercussions and what they will be. Hold to your word too!
You have a tough situation on your hands. Just remember - YOU ARE THE BOSS... DON'T ABUSE YOUR POWER, BUT HOLD STRONG AND BE THERE FOR OTHERS!
Good luck!!!!
2007-02-21 02:14:12 · answer #2 · answered by Nicole 3 · 0⤊ 0⤋
First you need to get her on her own, sit her down and let her know you've had some complaints about her attitiude that you're concerned about. Being able to highlight individual instances will help. Explain that the situation can't go own and be helpful, see if there's any reason for her attitude and if so can you help. If not, warn her that the situation can't continue and she has to try and leave the attitude at home. If it does continue make notes in a diary of all instances and proceed to a formal disciplanary process
Hope this helps, good luck and remember you're the boss!!
2007-02-21 02:04:18 · answer #3 · answered by Anonymous · 1⤊ 0⤋
so many of these answers on here are right. Make sure you speak to her confidentially. Don't allow her to take focus off of the issue at hand. Be calm. Use factual statements only. You can make some notes of what you want to say to her before hand so you don't forget anything. Let her know that she is expected to behave in a professional manor while at work. Feel free to quote policies if necessary. And most importantly document everything. This will be your saving grace later.
2007-02-21 02:04:38 · answer #4 · answered by Sara G 3 · 0⤊ 0⤋
It is quite reasonable for you to correct an employee's phone manner (calmly and privatately, of course). If she gives you attitude, you can simply tell her, "I am doing what's best for the company, and I expect you to comply if you want to keep your job. We are all working as a team here and it is not fair for you to bring the entire team down with poor telephone manners." Check your company's policy about giving warnings - it might be most effective to follow up with written documentation of your warning so that you can later fire her if necessary. Let her know you mean business.
2007-02-21 01:58:24 · answer #5 · answered by ♥Lucky♥ 6 · 0⤊ 0⤋
It is all in documentation. Show her a list of the complaints and give her a chance to correct it. If she does not correct it, you can dismiss her. If she tries to turn it into a big issue, fire her sorry butt for insubordination.
2007-02-21 01:58:59 · answer #6 · answered by Anonymous · 0⤊ 0⤋
Have a BIG conversation with her, and tell her about the complaints that you have been recieving, and if it becomes a habit for her,a nd she continues to do it, fire her if you absolutely have to. Even though this may be something you hate to do.
2007-02-21 02:04:10 · answer #7 · answered by Pauly W 7 · 0⤊ 0⤋
be calm and organized...if she is confrontational have an HR person with you when you confront her... just tell her there are customers complaining about her attitude and if she doesn't correct it she could be dismissed. Document what has been said and have her sign it.
2007-02-21 01:59:13 · answer #8 · answered by Robert P 6 · 0⤊ 0⤋
i've been a manager for 15 years and i have had alot of employees to test me over the years.and you have to show them who's boss.
start a paper trail and write them up. they will either respect you and do the job or they will find another job.
hope this helps.
now i own my own business- stand your ground.
2007-02-21 02:05:24 · answer #9 · answered by rentwise 1 · 0⤊ 1⤋
I know it's easy for me to say but if you say we've been receiving complaints.... it deflects the attention from you. You are not the one complaining. We've been receiving complaints and that can't continue...,etc. Good luck.
2007-02-21 01:57:48 · answer #10 · answered by Anonymous · 0⤊ 1⤋