Can't make her happy!
FunHRBanker
562 Posts
Our receptionist has been with the organization for 6 years with few complaints. All of a sudden, nothing makes her happy. She has a notebook which she records every employees' movements (at least that's what they all think, she takes the book every where with her). The sun is now too bright for her eyes...the WHOLE day, so we installed tinted screens to be pulled down when the sun is a certain level ($800). That wasn't good enough. She wants them down all the time, but they can't be because the heat would be trapped and crack the windows. She said the same thing happens to her at home and she wears sunglasses; she was told to do the same here. We constantly have music pumped through the bank. In the last 6 months, she turns the music off in the lobby saying, "I can't hear the customers on the phone, and they can't hear me." It's turned into the famous "on off war". The CSRs turn it on, she turns it off. We hired an electrician to come in and disconnect the speakers above her area (another $600-800). We're worried that she is a lawsuit waiting to happen. I believe we have made reasonable accomodations for her (she hasn't claimed a disability). Any ideas how to handle the situation?
Comments
Expectations + feedback + accountability = problem solved
1. Expectations - Tell her to behave like a big girl and stop whining. Tell her to do her job and if she has a problem bring it to light in a productive way.
2. Feedback: Tell her when she's being a whiner and annoyance.
3. Accountability: If she doesn't live up to expectations and doesn't consider the feedback, then fire her.
Don't handcuff yourself with written rules and policy manuals. Step up to the plate and set some real workplace expectations like, STOP BEING A WHINING IDIOT!!! If you cut this whiner free, it will set a fine example for other whiners.
HR Policy #1: NO WHINING
And if you want to get all technical about this type of ying yang, I bet her job description says something about interfacing with people or dealing with the public or something like that. If nobody is willing to address her whining, refer to her job description and cut her free for not meeting job standards.
Use the formula above and swing the axe. It's quite refreshing.
I think it's sad that many HR professionals and management allow problem employees to continue causing issues in the work place.
You can perform the equation in a very nice, respectful manner.
People should be held accountable for 3 things
1. Performance metrics and numbers
2. Policies and procedures
3. Cultural (How we do things)
High performing companies deal with number 3. Most do not. It's not ok to let those things fester and continue.
HR folk like to tell managers that they cannot hold people accountable for #3. Sad.
Ideally, Mrs. Secretaries manager has a relationship with this lady and would be tuned into any contributing issues.
Works out quite well.
If the shoe fits...
Glad to see you've joined the forum, it sounds like you'll be able to solve all of our future problems.
OK, I've added another bullet, coaching, but if it ain't happening then nobody will be solving any problems.
I'm a cruel and mean HR dictator, but not that mean.
Our HR policies are rather unique, which you seem to have picked up on.
Always good to have a variety of opinions to sift through.
When children have a sudden change in behavior, it is usually because something is going on whether socially or medically. I think the same is true for adults, but we're just taught to "deal with it" and not complain.
If the notebook thing is true, then I am concerned about this person's mental health. However, it could just be the other ee's stirring the pot because they don't get along with her so they assume the worst.
The sunlight thing could be due to taking a new medication. I take a fairly common medication that makes me squint / wear sunglasses most of the year due to the lovely side effect of photosensitivety.
The music thing could be due to failing hearing or an illness / inner ear type problem.
Or, all of it could just be nothing. I wish I had some advice to give but I will leave that to the more experienced formites in ee relations. (My gut instinct is to sit her down and ask her flat out what is going on with these all of a sudden behaviors, possibly refer her to an EAP).
Cinderella
What you will find here is great advice, encouragement, thoughtful opinions, and a few laughs.
Welcome aboard!
Oops, got to go. The nurse is here with my meds.
I think Steelboy is real and I hope he'll be back. Too much knowledge to not be involved somehow with HR. Maybe he is a professor trying to see if he can cut it in the real world.
Lambast???
Oh c'mon. A little direct language never hurt anybody.
I see several suggestions and replies to inquiries about communicating and gaining insight into others problems. I'm just learning the lay of the land on this site, but it seems that those things should just be a given. Do we have to actually suggest to folks that they speak with people to find out what's really going on?
I don't know about you guys, but the folks in my business appreciate a direct approach. That doesn't mean rude and ugly, but it does mean getting real stuff done with real language...not HR mumbo jumbo.
I also notice that many people who post refer to the leaders and management of their organization as "they". The HR folk who operate on the periphery of their business should be spoken to directly. Who is "They".
What is this site is for? to get good candid feedback. I hope we all have enough backbone for some direct language.
Don, I'll gladly post my profile when I get a moment and can further expore the site. I'm not sure I see the value in it, but I'll gladly go along with the suggestion.
SteelBoy is certainly real. SMACE, thanks for the encouragement to return. Even SteelBoy needs some words of encouragement now and then.
If you want to keep her, then meet with her & discuss your unhappiness with her performance. Talk with her so she understands that the music issue is now a non-issue, as you disconnected the wires near her station, and you don't want to see her turning it off anymore. Also, let her know that she will need to address her manager with her concerns about the workplace (shades, music, etc.) before she starts taking matters in her own hands. If you can accommodate you will if not, then it's her choice to continue working there are not.
If you want to get rid of her, then let her go. Her antics are obviously a distraction to others & these antics seem to impede the production of others. Let her go. If you have a progressive discipline policy (yuck), then start writing her up - she'll eventually work her way out the door. For me, the bottom line here is that you (or her manager/supervisor) are in management; you have the responsibility to run the department/company, not the receptionist. If you would allow other employees to have the same latitude with the environment as she, well then, that's what you get. However, don't set yourself up to accommodate one person's strange requests - otherwise you'll be accommodating others as well (precedence).
But the fact of the matter remains that she is undermining the ability of your other staff to work. The notebook she's carrying around could become very dangerous for you.
Agreed on the EAP intervention....if you do not have one then sit her down, maybe she doesn't even realize how crazy this has gotten...or maybe she does realize that she's losing control and she's holding onto the few things she can control...your message kind of puts me in mind of my grandmother during the early stages of alzheimer's ... she wasn't far gone enough to not care that she'd lost it...and it was just enough to make her angry and control what little she could-no matter how irrational.
Talk to her before you risk losing other employees. Maybe (unless it's against co. policy) offer to have another person sit in with her. She may be having a hard time hearing/understanding and that will only make things worse.
good luck.
Why are you accomodating? I understand that you want to make an employee happy, but you stated in your first post that she does not have a disability. If you continue to accomodate, it is as though you are admitting she has a disability and then by law, you are required to accomodate. If another employee comes in and asks you to take out the music from his/her station, or asks for blinds, will you accomodate him/her? Where does it stop? If I missed something, correct me if I am wrong. I understand the stroke part, but did she come to you about the disability? Could you as a reasonable person, define that she has a disability? I would definitely talk to her about everything and keep your own documentation at each step of the way.