July 21, 2008
Ask Meryl ~ unaccountable employees
Meryl, I am a kitchen manager at a college that employs students. As the season progresses, I have to repeat myself a lot and deal with many sick calls. As this is on going I find myself getting annoyed and I tend to take it out on everyone. Blowing up is part of every week. I’m trying to stay calm but sometimes I need to address the problem immediately and this is where the problem lies. I don’t have enough time to calm down. Can you make a suggestion as to how best to handle these situations calmly?
Meryl Responds,
Clarify your expectations and hold employees to job standards. The fact that they’re students doesn’t excuse irresponsibility. I imagine you explode because you feel powerless to affect change.
In Perfect Phrases for Managers and Supervisors, I describe how to establish job standards and how to get people to agree to them. Once that’s complete, your conversations can refer to the standards they agreed to. When you address transgressions, adopt a troubleshooting, “how can I help you do your job right” attitude. If that doesn’t work, you need to warn them and if that doesn’t work, replace them. One of my seminar attendees values the phrase,
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I need someone to do your job, and I’m hoping it will be you
It may be these students haven’t learned responsibility, or it may be they have but think the job is beneath them. Or they could be overloaded. Whatever the reason, be clear, direct and supportive – and make it clear that they will be held to the standards of the job.
Check out my Performance Flow Chart. It guides you though the entire process.
July 10, 2008
Talk the talk and the walk - 26 phrases to not use
No Bull Business Blog excerpted 26 phrases not to put in writing from Business Writing: A Guide to Clear, Concise and Effective Writing. Here are a few:
Instead of: Use:
At this point in time Now
Come to the conclusion Conclude
Despite the fact that Although
Exhibits a tendency to Tends
I am of the opinion I think
In the amount of for
Is indicative of indicates
A Power Phrase is as long as it needs to be and no longer - so keep it brief.
July 8, 2008Ask Meryl ~ Argue?
Meryl,
My immediate supervisor uses the word “argue “when anyone disagrees with her. How do I change this around?
Meryl Responds:
Very interesting Poison Phrase. I suspect it reflects her attitude about disagreement.
Inquire. Say,
- My intent is for us to exchange ideas and learn from each other, not argue. Am I coming across like I’m arguing?
- How can I express a different perspective without sounding argumentative to you?
- When I hear the word argue, I wonder if you think I’m working against you. I’m on your team, and want to be able to make suggestions without coming across that way. Can you suggest ways to make that happen?
- When I make a mistake or am overlooking something, I like people to tell me. And when I have information I think you could use, I’d like to be able to tell you. How can I do that without sounding like I’m arguing?
Techniques ~ Best / worst case scenario
In my management seminars, I teach a decision-making process that involves answering the following questions:
1. What’s the best that can happen if I do this?
2. What’s the worst that can happen if I do this?
3. Is number one worth risking number two?
4. Can I live with number two if it happens?
I used this process to decide whether I wanted to sponsor The UltiMate(tm) Relationship Seminar in Colorado Springs. The answer was a decisive yes.
