Situation Response Guide

Size: px

Start display at page:

Download "Situation Response Guide"

Shon Sutton
6 years ago
Views:

1 Guide Situation Overtime Rule and reactions. If there are more than one or two individuals rushing or deferring work in order to leave early come in late or take a late lunch, the unproductive behavior will need to be pointed out to the entire group. Introduction: I have noticed that there is a change in behaviors since implementing the no overtime rule. Let me review the goal and purpose of the rule. Goal 1 - Fiscal responsibility. Goal 2 Efficiency work smarter not harder. Are there any questions? Is everyone clear on the rule and the purpose of the rule? Describe the Behavior: I have noticed lately that a number of employees are rushing and or deferring work (and other changes in or continuation of behavior) Why is the behavior unacceptable, what is the negative impact of the behavior on Quality, productivity, or service? When we rush work we make mistakes and that causes rework or a dissatisfied customer. When we defer work we miss agreed delivery dates and again, someone will be dissatisfied with our work. Consequences if behavior continues: Organization Quality is critical for our credibility with our customer. When we do not deliver on time or to the standards promised, the organization looks bad Management I have always offered to be open to your request for time off or for extra consideration when needed. I have been considerate If the current situation continues I certainly will feel taken advantage of and will need to reconsider my ability to offer exceptions to the rule. Personal - The next time this happens you will receive a verbal (coaching, warning, reprimand) which is the first step in the disciplinary process that may lead to termination. HR Organizational Development Page 1

2 Loss of Focus You notice a change in an individual s behavior. The person has never caused a problem before. After describing the behavior you observed, you may say something like: 100% effort every day I am surprised. You have always been careful and focused on quality and service. In the last week I noticed several instances when you seemed to lose focus, rush the work, etc. Is there an explanation? Is there something going on I need to be aware of? Listen for information that may explain the change in the individuals behavior. If the explanation is unacceptable, explain why the behavior is unacceptable and the consequences if the behavior continues. I noticed that you were not as committed, engaged, giving 100% to the project this week. Is there something preventing you from giving your normal 100% effort? Listen for explanation. If you need training, additional information, or other assistance I can offer, let me know. The current effort is unsatisfactory what do you need in order to give your best? I can do that. I can t do that. I can do that if you can. HR Organizational Development Page 2

3 Doing things the wrong way Describe what you see and why it is unacceptable (Quality, Productivity, not meeting the needs of the people we serve) The process is steps 1, 2, 3, You are doing 1,3,2.- this causes. What knowledge or skills do you need in order to follow the procedure, achieve the results? You seem to know the procedure; I am puzzled by the results you are getting. Can you explain? Help me understand what is going on. Let me make sure you understand that when you have a question or are confused, come to (me or ) for direction. Netsuite illiterate. Same Question over & over Is the issue lack of skill Train or lack of will Counsel on importance to Quality, Productivity, Service and consequences if behavior continues? Manager (M) Are you aware that you asked the same question just the other day? Employee (E). If answer is no (M) Yes you did and I responded..do you recall? (E) NO (M)Let s look at some ways for you to track your questions and the answers you get so you have a reference guide for your frequently asked questions. (E). It is easier to just ask you. (M) I am sure it is and I really do want things done right. However, I need to be focused on the following priorities. I want you to succeed and will provide as much assistance as possible and you need to be proficient at this task. Now lets agree on a plan for you to achieve effectiveness in this task. I observed are you aware of how you respond? Phone skills You sometimes sound upset or distracted and that comes through to the person on the other end of the phone. If the person is a customer or vendor they will at least be confused if not upset by how they are being treated. HR Organizational Development Page 3

4 I have some resources I want you to read to become more effective in responding over the phone. How are you going to project a service oriented attitude over the phone? Constant complaining without any solutions I have noticed lately that we are identifying situations that are preventing us from accomplishing our tasks and that may have a negative impact on Quality, Productivity, and service. I want to emphasize that we are all responsible for quality, productivity, and service. I believe people doing the work are in the best position to identify problems and solutions. So I am restating my expectation that when you see a problem or are experiencing a breakdown in the system, think about how you would fix it. Bring at least two possible solutions to the problem you are experiencing. Why two? I do believe in the old adage there are more than one way to accomplish your objectives. Employees that use Non Paid Days, go over and beyond their allotted ETO. Admitting Mistakes We have had the following situation. I want to make sure everyone understands the attendance policy and the consequences when the policy is violated. If there are any questions regarding the time available to you contact. I notice that you have a hard time with mistakes. For example the other day (state the facts) Do you see what I am referring to? Help me understand your reaction when something does not happen the way you needed or expected it to happen? Admitting Mistakes (cont) Let me emphasize that I certainly believe that no one is perfect, we all mistakes. The only REAL mistake is not to learn from our mistakes. When your work is not what we need or expect my goal is to find out what is preventing or blocking the intended outcome and how can we improve the results? I need you help find and implement the solution. I want you to succeed. My success and others depends on your success. If we can t solve problems we are all going to fail. HR Organizational Development Page 4

5 Passing the phone call off I noticed you forwarded the caller when you have the info needed. Is there a reason for your action? Listen In the future you need to be professional and knowledgeable and eliminate the phone shuffle. It is very frustrating to be put on hold or transferred. We need to be committed to excellent service. That means providing information in a timely and helpful way. HR Organizational Development Page 5

Employee Discipline/Corrective Action

Employee Discipline/Corrective Action What are reasons you don t use discipline? (write below). YOUR TURN: Disciple means to train a person to act according to the expected norm. Points to Remember (some