We have really bad problems with the behaviour of eastern european people at my work. They scream, stomp, swear, are aggressive.....to just about everyone. We don't have problems with other people just them. Why is this? Any suggestions for controlling them?
2007-03-15 11:11:15 · 8 answers · asked by Anonymous in Business & Finance ➔ Careers & Employment
Termination comes to mind. I would never tolerate such behavior from a employee. They would be fired on the spot.
2007-03-15 11:18:17 · answer #1 · answered by ? 7 · 1⤊ 0⤋
Set the following standard:
Employees are expected to behave professionally. "Professional" is defined as conduct that leads others to conclude that your behavior is polite, courteous, & helpful during an interation.
There should be no more than (you pick the number) 3 complaints of unprofessionalism in any 12-month period.
Here's the key piece for employees to understand...the standard is not based on the intention of the individual, but the perception of others. If an employee fails to meet the standard, coach them the first time, then place them in corrective action (write them up).
The intention vs. perception angle works for me every time.
2007-03-15 18:26:12 · answer #2 · answered by HC 2 · 1⤊ 0⤋
I'm not sure that you can 'control them'.
First, remember that customer service is a learned skill. Also remember that different ethnic groups have different forms of 'acceptable' behavior. It is the job of manaement and Human Resources to develop Customer Service expectations and train employees accordingly.
Once employees have been trained in acceptable Customer Service for your company, then you can take action. I'm not sure about the specific HR steps, there are specific ones in each company I'm sure, but I do know that you cannot hold them accountable if they are not properly trained.
That goes for Customer Service as well as every other part of their job.
2007-03-15 18:21:38 · answer #3 · answered by Ichiban 1 · 0⤊ 0⤋
They should be counseled on proper professional behavior the first time....written up the second and terminated the third. It usually only takes firing one to make everyone understand that you are serious and won't tolerate bad behavior from anyone.
2007-03-15 18:20:51 · answer #4 · answered by Barbiq 6 · 0⤊ 0⤋
Probably a cultural difference. Introduce them to our culture of terminating employees who are rude and disruptive in the workplace.
2007-03-15 18:20:40 · answer #5 · answered by SA Writer 6 · 1⤊ 0⤋
I am in complete agreement with spifiman1... that kind of behavior is unacceptable in any line of business..
termination of employment, before they ruin your business is the best defense against this kind of behavior
2007-03-15 18:20:40 · answer #6 · answered by chuckufarley2a 6 · 0⤊ 0⤋
Where is your human relations officer? They need to be informed of proper behavior. If they don't comply,fire them.
2007-03-15 18:19:51 · answer #7 · answered by notyou311 7 · 0⤊ 0⤋
get rid of them (fire them-terminate them) if they are acting that way to almost everyone then they really need a giant wake up call, last thing you need is to lose customers and your business because of their attitude
2007-03-15 21:08:56 · answer #8 · answered by rhinestone 2 · 0⤊ 0⤋