Looking for some advice on how to deal with an employee. - Calgarypuck Forums - The Unofficial Calgary Flames Fan Community

Sample00 · 03-07-2008, 01:32 PM

Hey gang,
I am having some problems with a long time employee. Let me give you some background.

This employee has been with me for about 7 years now. We have a small operation here, only 4 employees.

Our operation has gone through some changes of late, one of which is the selling of the travel agency. A friend of mine and I have opened a used car dealership apart from the other business that we run out of my office. My partner (friend) works out of an office next door to me and we run the dealership out of my office as I have the most space available.

We also provide financing out my office something that we have done for about 8 years now. My employee deals with the clients that require financing. We do loans, 2nd, 3rd mortgages etc.

My employee is a very “set in her ways” kind of lady. Changes are very tough for her to deal with and it has always been a struggle in getting her to take on new challenges. The office is obviously evolving and things are changing. My problem is, is that her attitude towards change is becoming worse. She is getting less pleasant in dealing with clients, changes in the office seem to be met with a huff and a puff, and now the straw…I can’t get her to even answer the phone for the car dealership when it rings. If she does answer it, it’s a mere..”Hello, can you hold?” without waiting for the customer to respond at all.

It’s getting worse and I am getting near the end of my rope. I am about to blow a gasket.
My partner has even commented that he does not want her as a front line person when clients come through the door to inquire about vehicles.

My dilemma is this, talking to her is quite confrontational. I have difficulty in providing constructive criticism because of her confrontational responses. Chances are that I will need her to adjust her working schedule so that it’s more beneficial for the business. I over heard a comment the other day that she made to another employee about being here the longest and not willing to work a Saturday or evening to help out. She feels that she has been here the longest and that it is her right to work the hours she has always worked.
I am at a point of wanting to dismiss her but she has been with me for a long time. Please keep in mind this is a small community and I want to make sure that I do this the right way because if I don’t, that kind of word will get out real fast.

Any thoughts would be appreciated and more information can be required if need be.

JiriHrdina · 03-07-2008, 01:38 PM

I would say you should have a honest and direct chat with her - but try and find a time outside the rigors of the day and away from the office. Take her for a coffee and maybe just open up with something like "I sense you are having a tough time with some of the changes we are going through...can we talk about your concerns".

Use that as a launching point to communciate to her that these changes are something she has to find a way to deal with.

Now that's the first step, and as you know it should be documented in order to prepare for the possibility of dismissal.

Second step I'd say is a official warning, and firm stance on her behavior. Again documented, with perhaps a written warning issued to her.

Final step - dismissal.

Basically give her the first chance to talk to you about concerns that are causing her problems. Once that chance has been given if her performance doesn't change you escalate it to the formal warnings stuff.

Never fun stuff...and I feel your pain. I had to fire a very close friend once. Needless to say we are no longer friends.

Dion · 03-07-2008, 01:47 PM

I have to agree with Jiri and what he has said. I think the tough part would be creating a non confrontational enviroment where you can discuss these problems with her. I suspect she gets very defensive when you try to raise issues.

If she is abrasive with clents it can quickly ruin your business. Poor service can spread like wildfire through a community.

The above said, i feel your pain and frustration. I've turned down management opportunites in the past because i loathe the part you are having to deal with no. It's never easy to have to discipline employees

I hope things work out for the best.

Btw....the title under your username is priceless

jolinar of malkshor · 03-07-2008, 01:51 PM

Do you have a mission statement for you company? If so, go over the mission statement with her and re-enforce the goals of the company. If not, I recommend making a mission statement or statement of values.

Sample00 · 03-07-2008, 01:53 PM

The concept of going for a coffee outside of the work environment is a good one, but you just gotta know that she will know somethings up.

We havent done that before (gone for coffee to talk) and well, its gonna be interesting to see if she is willing to go.

It's not so much that its poor service because there are clients that love her to pieces. In fact, I had one in today that said we had the best staff in town. so, this is going to go over really well, ya know.

But the way she deals with some of the new clients is, like wow, did you just say what I thought you said????

I have to make a change and to be quite honest, I dont know if going for coffee is going to be the answer. I am truly at a point where I just dont want her here anymore. Its sad but if I am being honest, its how I truly feel.

I even did the old, how much severance am I going to have to pay her to dismiss her, in my mind. But then its, how can I dismiss her in a nice manner.*holds head* I am so confused....

fredr123 · 03-07-2008, 01:54 PM

It wasn't mentioned in your post but I may be cautious about how you introduce the changes to your employees. Our firm does a moderate amount of work with employers and employees concerning wrongful dismissal. If you don't handle the transitions with your employees properly, you could find yourself defending a constructive dismissal lawsuit:

"Where an employer unilaterally makes a fundamental or substantial change to an employee’s contract of employment – a change that violates the contract’s terms – the employer is committing a fundamental breach of the contract that results in its termination and entitles the employee to consider himself or herself constructively dismissed." [Farber v. Royal Trust Co., 1997 1 SCR 846]

troutman · 03-07-2008, 01:57 PM

What would Donald Trump do?

Locke · 03-07-2008, 01:59 PM

nm

Sample00 · 03-07-2008, 02:00 PM

Quote:

Originally Posted by fredr123

It wasn't mentioned in your post but I may be cautious about how you introduce the changes to your employees. Our firm does a moderate amount of work with employers and employees concerning wrongful dismissal. If you don't handle the transitions with your employees properly, you could find yourself defending a constructive dismissal lawsuit:

"Where an employer unilaterally makes a fundamental or substantial change to an employee’s contract of employment – a change that violates the contract’s terms – the employer is committing a fundamental breach of the contract that results in its termination and entitles the employee to consider himself or herself constructively dismissed." [Farber v. Royal Trust Co., 1997 1 SCR 846]

just the man I was hoping CP would have in its membership.
now, you state contract. There was never any contract signed. Its always been a case of standard employment, no different than a bank or McDonalds.
Is this a fundamental change in the way we do business, absolutely.
but for small office in a small town environment is there really a case against making sweeping changes?
This "change" has been quite a while in the works and her involvment in it has been gradual to say the least, its been slow, methodical because I know how she reacts to stuff. But sheesh, is it that hard to answer a phone politely and kindly tell the person I am busy and if they would like to hold or can she take a message?

Sample00 · 03-07-2008, 02:00 PM

Quote:

Originally Posted by troutman

What would Donald Trump do?

"I dont like your hairdo, you're fired!"

Dion · 03-07-2008, 02:09 PM

If there is no easy way then maybe you just have to be up front and honest as to why you are letting her go. Tell her how much you've appreciated her work in the past, then point out that you are aware that she doesn't like change and the fact this new venture is going to require her to work some different hours along with some new responsibilites. Finish by saying that you feel that she should explore other opportunities that best suit an enviroment she is more comfortable working in.

burn_baby_burn · 03-07-2008, 02:19 PM

Growing up in a small town I know exactly where your coming from. It isn't as easy as just firing someone. You have to live in the community with this person as well. Small towns are nice. But in situations like this, they really suck.

Cowperson · 03-07-2008, 02:23 PM

Answering the phone in a courteous and professional manner is a bottom line issue.

That's the front line. You shouldn't compromise on that.

Just an observation . . . . I'd say you're making the classic shortstop mistake of letting the ball play you. She's in control. She's spinning the hops and it's going through your legs.

In the end, it's your business and she either fits in or she doesn't. She's not owed a job.

However, given her tenure, she's probably owed the courtesy of being given an opportunity to come into line. I like the idea of taking her aside, so that's she's not embarrassed in front of others, and given the opportunity to change to fit the role you require of her.

If she can't make that change, if the attitude in particular remains poisonous to the overall environment, then she's gotta go.

Cowperson

Aeneas · 03-07-2008, 02:29 PM

Have her read this thread...

arsenal · 03-07-2008, 02:39 PM

Tell her she needs to wear more "flare" and as her if she only wants to the "minimum" required, and whether or not she wants to express herself.

troutman · 03-07-2008, 02:45 PM

Quote:

Originally Posted by Cowperson

In the end, it's your business and she either fits in or she doesn't. She's not owed a job.

Cowperson

It's not quite that easy, once the three month probation period is over. Even worse in Europe, where it is almost impossible to fire someone.

I defer to fredr in this area - it can be very tricky to dismiss employees.

bigtmac19 · 03-07-2008, 02:47 PM

Quote:

Originally Posted by arsenal

Tell her she needs to wear more "flare" and as her if she only wants to the "minimum" required, and whether or not she wants to express herself.

That's great!
Or just move her desk into the basement storage room.
Or take her stapler.

Sample00 · 03-07-2008, 03:00 PM

thanks for the input, folks.
I am thinking that JiriHrdina's idea might be the most viable solution.
have a sit down with her, give her the chance to make the appropriate changes, if they changes dont come into affect, fire the first volley of a warning.
repeat if necessary, then move on to dismissal process if need be.
having said that, I might then have to get some legal advice.
thanks again for all your input.

Agamemnon · 03-07-2008, 03:04 PM

Quote:

Originally Posted by jolinar of malkshor

Do you have a mission statement for you company? If so, go over the mission statement with her and re-enforce the goals of the company. If not, I recommend making a mission statement or statement of values.

This sounds a bit Dilbert-esque... 'employee disgruntled? create a new mission statement stating everyone should be happy at work... problem solved'.

bigtmac19 · 03-07-2008, 03:09 PM

I don't know if this is a possibility at all, but if you are having her do "more" things than maybe was the original job description can you consider a token salary bump?
I realize this may not be a possibility and I guess if you are pretty much of the mindset already that you want her to leave, it would not be your first choice.
Just a thought?