Human Resources & Management
Encourage employee self-assessment
Question:
"A longstanding employee continues to exhibit abrasive, irritating behavior in his dealings with other employees. While he is technically skilled, his interactions with his colleagues consist of one awkward encounter after another. Conflict is inevitable when he is part of the mix. We've moved to a performance appraisal format that is more behavior-based, so I've been able to talk about how he carries out his work in addition to what (tasks) he does. The first couple of conversations along these lines haven't gone well; the problem is everyone else, not him, at least from his perspective. He is quick to point out what everyone is doing wrong in a given situation and equally quick to exonerate himself. How do I get him to take ownership of his part in all of this unpleasantness?"
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Question:
"We've lost six customer service representatives (CSRs) in about six weeks. These employees operate in a call center environment, there's a lot of call volume, a lot pressure, and not a lot of appreciation. Turnover's always been a concern, but this recent trend can't continue. HR did exit interviews with the employees and a common story was that the employees feel overworked, underpaid, and unappreciated. This wasn't too surprising given that the engagement survey we did last year told the same story. The CSRs feel all they do is stand and deliver all day long, no one cares, and they're tired of it. Any suggestions for how we can get a handle on this?"
