Cum faci o observatie unui angajat
Avand in vedere ca acesta e un blog de comunicare – si cum tot am tinut recent un modul de comunicare interna – va propun astazi sa vorbim pe scurt despre modul in care e de dorit sa se atraga atentia unui angajat asupra anumitor aspecte ce nu multumesc superiorul.
A face observatii nu este neaparat usor – pentru multi. O parte au sentimentul ca e ceva in neregula cu ei de X sau Y nu isi face treaba asa cum trebuie. O alta parte – mai ales daca e firma mica – are in fata un obstacol important: persoana respectiva poate fi ruda. Mai sunt apoi situatiile in care trebuie sa faci observatii unei persoane angajate – dar venita pe recomandarea unui prieten.
O multitudine de cazuri – insa un lucru necesar: atentionarea angajatului.
Care ar fi cateva elemente de succes pentru a face observatii:
- cunoaste persoana – inainte de orice trebuie sa cunosti angajatul. Daca ii stii stilul – modul in care se poarta, cum reactioneaza, la ce fel de stimuli raspunde mai bine observatia merge mai “lin” si poate avea un efect bun;
- incearca sa afli cauza pentru care nu a facut ceva sau a gresit undeva – afla problema – ca sa stii unde trebuie sa lucrezi; nu incerca sa rezolvi efectul, ci mergi spre cauza, doar asa se poate vorbi de succes; de exemplu pentru un angajat care de la 100 de minute consumate pe luna sare, pe abonamentul de serviciu, la 600 intai trebuie sa afli ce s-a intamplat. Poate a avut o problema personala (accident, situatie familiala cu probleme etc.); poate e motiv fericit: a descoperit o persoana pe care o place si isi petrece fiecare seara sunand-o…
- foloseste tehnica sandviciului– aici ideea e simpla: nu vii sa ii prezinti doar unde greseste; vorbiti si despre motivele care pe tine, sef, te fac sa fii mandru de angajat; vorbiti despre ce iti place, apoi ii spui ce scartaie;
- incercati sa gasiti impreuna solutii – ideea nu e sa ii spui angajatului ce sa faca exact: angajatul e bine sa fie intrebat cum vede rezolvarea, ce masuri crede ca se pot lua. Afla cum il poti sprijini astfel incat sa nu se repete greseala pe viitor. Angajatul va aprecia implicarea si iti vei pastra respectul lui. Poti desigur sa spui si tu cum vezi rezolvarea situatiei. Important e ca la final solutia sa fie pe placul ambelor parti. Nu uita insa ca si acesta e un proces ce implica abilitati de comunicare si negociere;
- incheiati pe un ton optimist – daca i-ai facut o observatie se presupune ca doresti ca totul sa se incheie bine, ca pe viitor angajatul sa nu mai faca acea eroare. Lasa-l sa plece optimist – chiar daca i-ai spus ca daca acea eroare se repeta consecintele pot fi insemnate.
O observatie facuta unui angajat necesita si putina psihologie, si abilitati de comunicare, si abilitati de negociere. Insa nu privi totul negativ: un astfel de moment e si unul propice pentru a lua pulsul companiei si de asemenea pe post de factor motivational. Poti afla – daca stii sa vorbesti cu respectivul angajat si sa afli cauzele din spatele erorilor – informatii pretioase care te pot ajuta pe viitor in conducerea companiei sau departamentului de care te ocupi.
Atentie de asemenea si la procesul in care se face observatia. Nu fa niciodata observatie cuiva – prima oara cand greseste – de fata cu toata lumea si pe ton ridicat. Trebuie sa fii calm, chiar daca in interior clocotesti, dar o observatie atunci cand esti “plin de draci” nu ajuta pe nimeni. De asemenea asa cum spuneam prima observatie se face in particular cu precizarea consecintelor repetarii situatiei. Daca greseala e repetata, se mai poate realiza ulterior o intalnire intre acel angajat si alte persoane implicate – sefi directi, colegi cu care nu se intelege, persoane ce il pot ajuta sa invete astfel incat sa afle unde greseste si cum sa nu repete etc. (in functie de caz si eroare). O observatie – blamarea in public e ultima solutie.
Iata asadar ca sunt multe elementele ce trebuie luate in calcul atunci cand se face o obsevatie unui angajat. Daca aveti idei pe care doriti sa le adaugati acestei prezentari le astept cu drag si interes.
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De acord cu tot ce ai spus mai sus! As mai adauga ca e bine ca feedback-ul sa se dea cat mai repede – pana nu se agraveaza problema. Evaluarea periodica bianuala e foarte buna pentru a sumariza problemele aparute, dar in nici un caz nu ar trebui sa astepti pana atunci.
Personal (e adevarat ca sunt mai coleric) fac exceptie de la regulile de mai sus daca persoana respectiva este nesimtita , rau intentionata sau isi ataca colegii. Nu pot sa suport asa ceva si de obicei e ultima observatie pe care i-o fac.
Iti multumesc, Ovidiu pentru ambele completari: perfect de acord si cu faptul ca trebuie sa oferi acea reactie cat mai rapid si de asemenea ca e important sa tii cont si de context si mai ales de ce face, de cum se comporta. E clar insa ca sunt anumite comportamente absolut inacceptabile.
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