Te lupti pentru angajatul tau? – alt post pentru manageri si angajati
Seria de insemnari pentru manageri si angajati este apreciata asa ca ea continua astazi cu un material care e inspirat de multe intamplari auzite din ambele perspective: si de la manageri si de la angajati.
Am vorbit despre lupta pentru client in fata tertilor – astazi insa va propun sa discutam putin despre lupta pentru angajat in fata altora.
Sa dau si cateva exemple.
1. Firma prestatoare de servicii in care in interior se discuta ce trebuie facut pentru client, se da bt pe masuri, se obtine bt de la client, se intalnesc reprezentantii care s-au ocupat de client cu acesta (nu si directorul agentiei plecat, el dand bt si stiind totul in interior, dar nelucrand efectiv pe acel proiect – repet insa: era la curent cu tot si daduse ok pe masuri) insa dupa 3 zile clientul suna seful urland ca angajatul A (unul dintre cei care fusese la intalnire si lucrase indeaproape cu clientul) a gresit X.
Variante de reactie de la sef: “Vai, dar nu pot sa cred, lasati ca il pedepsesc, gasim o solutie etc.” sau “Desi nu am pastrat legatura cu dumneavoastra am fost la curent cu intreg proiectul, stiu toate discutiile din interior si stiu si ca s-a dat BT de catre dumneavoastra pe toate materialele, BT pe care il avem in scris. Hai sa nu rezolvam chestiunea la telefon, sa discutam cu echipa care s-a ocupat de proiect si sa vedem exact ce s-a intamplat.” Alte variante pot porni de la acestea.
2. Client nemultumit pentru ca a primit de la o agentie de la un subordonat un comunicat cu greseli (dar nu in numele cuiva ci mai multe greseli care tin de ortografie, punctuatie). Clientul suna directorul agentiei pentru a-si varsa oful. Raspuns auzit: “Pai daca fetele de la mine nu stiu bine limba romana”.
Ati ramas paf la acest raspuns?
3. Firma de IT. Niste subordonati fac o instalare la client, la preluare totul merge ok, a treia zi directorul firmei primeste un telefon de la client cum ca nimic nu merge, ca banii au fost platiti pentru servicii proaste, ca angajatii lui sunt niste imbecili care nu stiu sa isi faca treaba. Modalitate de reactie: sublinierea increderii in angajatii trimisi (oameni buni, de incredere, pregatiti, cu multe proiecte la activ), evidentierea faptului ca lucrurile mergeau bine dupa instalare, oferta de a veni si verifica tot ce s-a intamplat de la momentul instalarii (oferirea de suport) pentru a vedea de unde au aparut probleme.
Situatii similare se intalnesc in multe locuri si poate unii dintre voi au fost deja in asemenea ipostaze fie in calitate de sefi, fie in calitate de angajati. Am dat exemple care tin de relatia intre doua persoane juridice, dar situatiile pot fi intalnite si in cadrul companiei: seful de care un sef de la alt departament se ia ca are angajati incapabili sa faca o treaba bine.
In mod normal in asemenea situatii managerul este (sau ar trebui sa fie) persoana care isi cunoaste foarte bine subordonatii, stie care e stilul de munca, de ce sunt capabili, ce ar face si ce nu. Ar trebui sa ii apere in fata tertilor – pentru ca a arunca vina pe ei atunci cand apare o problema oricum nu creeaza o buna impresie nici in fata unui alt sef de departament din firma si nici in fata unui client. Un manager ar trebui de asemenea sa stie care e stadiul in care se afla diversele proiecte aflate in derulare – chiar daca nu e implicat direct in ele. De asemenea niciodata nu trebuie oferita o solutie drastica in clipa in care cineva se ia de tine – accentul trebuie pus pe analiza situatiei si apoi pe solutionare. In relatia cu subordonatul trebuie sa se afle ce spune el – nu sa se ofere critici imediat.
Un angajat isi doreste sa se simta protejat, aparat de un sef in fata unor terti, mai ales daca nu a gresit. Daca seful vine imediat la el (imediat ce a primit un telefon sau e-mail de la cineva nemultumit) si il critica fara a incerca macar sa afle cum stau lucrurile din aceasta perspectiva, care a fost desfasurarea actiunii, care considera angajatul ca e cauza pentru care clientul/seful altui departament e acum nemultumit, daca seful vine imediat la angajat si il critica asadar pentru angajat echivaleaza cu lipsa de incredere, ori stim toti ce se intampla cu relatiile in care nu exista incredere in celalalt.
M-am intalnit cu unele situatii similare celor de mai sus in discutii in traininguri dedicate cu directorii unor companii. Sfaturile oferite au fost de ajutor si schimbarea macar putin a perspectivei si increderea in celalalt sa stiti ca pot face minuni!
Ati trecut prin astfel de situatii? Cum le-ati solutionat?
Insemnari similare
It is in reality a great and useful piece of information. I am satisfied that you just shared this useful info with us. Please keep us informed like this. Thanks for sharing.
We are a group of volunteers and starting a new scheme in our community. Your website provided us with valuable info to work on. You have done an impressive job and our whole community will be thankful to you.
Hello there, You have done a fantastic job. I’ll certainly digg it and personally recommend to my friends. I am sure they will be benefited from this web site.
Magnificent goods from you, man. I have understand your stuff previous to and you’re just too fantastic. I actually like what you’ve acquired here, really like what you are saying and the way in which you say it. You make it entertaining and you still care for to keep it smart. I can not wait to read much more from you. This is really a tremendous site.
I have been exploring for a little for any high-quality articles or weblog posts in this kind of house . Exploring in Yahoo I finally stumbled upon this web site. Reading this information So i am glad to exhibit that I have a very just right uncanny feeling I discovered just what I needed. I such a lot without a doubt will make sure to do not put out of your mind this site and provides it a glance regularly.
My brother recommended I might like this blog. He was totally right. This post truly made my day. You cann’t imagine simply how much time I had spent for this information! Thanks!
You made certain nice points there. I did a search on the matter and found a good number of folks will go along with with your blog.
I am no longer certain the place you are getting your info, however good topic. I needs to spend some time studying much more or working out more. Thank you for magnificent information I was searching for this info for my mission.
It is truly a nice and helpful piece of info. I am satisfied that you simply shared this useful information with us. Please keep us informed like this. Thanks for sharing.
Hello There. I found your blog using msn. This is a very well written article. I will make sure to bookmark it and come back to read more of your useful info. Thanks for the post. I will definitely return.
whoah this blog is fantastic i really like reading your posts. Stay up the great paintings! You recognize, many people are hunting around for this information, you can help them greatly.
This site is one of the best I have found
Generally I do not read article on blogs, however I wish to say that this write-up very pressured me to check out and do so! Your writing taste has been surprised me. Thank you, quite nice post.
I simply could not go away your site prior to suggesting that I really loved the usual information an individual supply for your guests? Is going to be again steadily in order to check out new posts
I just could not leave your website before suggesting that I actually loved the standard information a person supply to your guests? Is gonna be again incessantly to investigate cross-check new posts
My brother recommended I might like this web site. He was entirely right. This post actually made my day. You can not imagine just how much time I had spent for this information! Thanks!
http://theberrys.net/2007/this-is-the-new-blog/
You should be a part of a contest for one of the most useful sites on the net. I will recommend this website!
I am continually searching online for ideas that can help me. Thank you!
Generally I do not learn post on blogs, however I would like to say that this write-up very compelled me to try and do it! Your writing taste has been amazed me. Thanks, very great post.
Great article and straight to the point. I don’t know if this is truly the best place to ask but do you guys have any ideea where to hire some professional writers? Thanks in advance 🙂
You could definitely see your expertise in the paintings you write. The world hopes for more passionate writers such as you who are not afraid to say how they believe. Always go after your heart.
I am really impressed with your writing skills as well as with the layout on your weblog. Is this a paid theme or did you customize it yourself? Anyway keep up the excellent quality writing, it is rare to see a great blog like this one these days..
It¡¦s in reality a great and useful piece of information. I am satisfied that you simply shared this helpful info with us. Please keep us informed like this. Thanks for sharing.
I simply had to appreciate you once more. I am not sure the things I would have implemented in the absence of the tricks discussed by you about such a subject matter. It seemed to be a real horrifying dilemma for me personally, nevertheless taking a look at a new well-written manner you resolved the issue made me to jump for happiness. Now i am thankful for your support and wish you really know what an amazing job that you’re doing instructing men and women with the aid of your web blog. I am certain you’ve never come across all of us.
You actually make it seem so easy with your presentation but I find this matter to be actually something which I think I would never understand. It seems too complex and extremely broad for me. I’m looking forward for your next post, I will try to get the hang of it!
You really make it seem really easy with your presentation but I find this topic to be actually something which I think I might never understand. It seems too complicated and very vast for me. I am looking forward for your next publish, I will try to get the grasp of it!
Hiya, I’m really glad I have found this info. Nowadays bloggers publish only about gossips and internet and this is really irritating. A good site with interesting content, this is what I need. Thank you for keeping this web-site, I will be visiting it. Do you do newsletters? Can’t find it.
I have to express my thanks to this writer just for bailing me out of such a trouble. As a result of browsing through the search engines and seeing notions which are not pleasant, I was thinking my life was over. Existing without the strategies to the difficulties you’ve solved as a result of your main blog post is a crucial case, and those which might have adversely affected my career if I had not noticed your web site. That competence and kindness in touching the whole thing was very useful. I’m not sure what I would’ve done if I hadn’t encountered such a point like this. I can at this time relish my future. Thanks for your time so much for your professional and effective help. I will not think twice to recommend the website to anyone who should receive recommendations on this matter.
I really love your website.. Very nice colors & theme. Did you make this website yourself? Please reply back as I’m hoping to create my own site and would love to know where you got this from or just what the theme is named. Thanks!
You made some decent points there. I checked on the internet for more information about the issue and found most people will go along with your views on this site.
Hi there! I simply want to offer you a huge thumbs up for your excellent info you have here on this post. I will be returning to your website for more soon.
http://www.scienceblogs.de/kritisch-gedacht/2010/10/anmerkungen-zur-esoterik.php
Hi, Neat post. There is an issue along with your site in internet explorer, may test this¡K IE nonetheless is the marketplace chief and a good component of folks will leave out your wonderful writing because of this problem.
I have been absent for some time, but now I remember why I used to love this site. Thanks , I¡¦ll try and check back more frequently. How frequently you update your web site?
I think other website proprietors should take this website as an model, very clean and magnificent user genial style and design, as well as the content. You’re an expert in this topic!
Its like you read my mind! You seem to know so much about this, like you wrote the book in it or something. I think that you could do with some pics to drive the message home a bit, but instead of that, this is great blog. An excellent read. I’ll certainly be back.
It is in point of fact a nice and helpful piece of info. I am happy that you just shared this helpful info with us. Please keep us up to date like this. Thanks for sharing.
You completed some fine points there. I did a search on the issue and found the majority of persons will have the same opinion with your blog.
I’ve been surfing online greater than three hours as of late, yet I never discovered any fascinating article like yours. It¡¦s pretty worth sufficient for me. In my opinion, if all website owners and bloggers made good content as you did, the net will probably be much more useful than ever before.
you’re really a just right webmaster. The website loading speed is incredible. It seems that you’re doing any distinctive trick. Also, The contents are masterwork. you have done a great task in this topic!
I simply needed to appreciate you once more. I’m not certain what I might have done without these solutions contributed by you concerning such problem. It has been an absolute intimidating dilemma for me personally, but finding out a professional fashion you solved the issue forced me to leap with delight. I am just happier for this assistance and even hope you know what an amazing job you were putting in teaching the others all through your websites. I know that you have never met all of us.
Fantastic web site. Plenty of helpful info here. I am sending it to some friends ans also sharing in delicious. And naturally, thanks in your effort!
I’m still learning from you, but I’m trying to reach my goals. I absolutely liked reading everything that is posted on your blog.Keep the information coming. I enjoyed it!
I’m really impressed with your writing skills as well as with the layout on your blog. Is this a paid theme or did you modify it yourself? Anyway keep up the nice quality writing, it’s rare to see a nice blog like this one today..
I have been surfing on-line greater than three hours these days, yet I by no means discovered any attention-grabbing article like yours. It is lovely price sufficient for me. Personally, if all website owners and bloggers made excellent content material as you did, the web shall be much more helpful than ever before.
I keep listening to the rumor talk about getting free online grant applications so I have been looking around for the best site to get one. Could you advise me please, where could i acquire some?
Hi, Neat post. There’s an issue with your website in web explorer, might check this¡K IE still is the marketplace leader and a huge portion of other people will omit your magnificent writing due to this problem.
Thank you for another informative website. The place else may just I get that kind of information written in such an ideal method? I have a challenge that I’m just now running on, and I have been on the look out for such info.
My brother recommended I might like this web site. He was entirely right. This post actually made my day. You can not imagine simply how much time I had spent for this info! Thanks!