Reiterate expectations and ensure they are met
Workplace coach advises on tricky issues in the office
Q: I recently hired a young man who does a good job but seems unwilling to address one particular issue. “Joshua” works at our reception desk, answering the phone and assisting customers. He willingly takes on additional tasks and says he loves working here.
The only problem is that Joshua has horrible handwriting. Whenever he leaves messages for people, they have to find him and get him to translate. I have repeatedly mentioned that he should improve his penmanship, and other managers have told him this as well.
On the rare occasions when Joshua leaves a readable note, I always compliment him. However, this hasn’t done any good. I also suggested that he could send messages by email, but he never does. How do I get Joshua to take this seriously?
A: Managers often erroneously assume that simply mentioning a concern will magically produce a resolution. Unfortunately, however, that is seldom the case. Performance coaching requires several steps, and awareness is only the first.
Given the input from multiple managers, Joshua obviously knows about this problem. And since his notes are occasionally legible, he can apparently fix it if he chooses. So, if awareness and ability are not the issue, that leaves the question of motivation.
For Joshua, improved handwriting is simply not important enough to make the effort. And the reason why is actually quite clear. Although you have repeatedly requested change, your words were contradicted by your actions. Continuing to accept his illegible notes sent the message that they were actually OK.
To resolve this performance issue, you must reiterate your expectations and then ensure that they are met. Therefore, it’s time to advise young Joshua that things are about to change.
For example: “Joshua, I want you to know that I’m very pleased with your work on the reception desk. However, unreadable notes are still a problem, even though you can write clearly when you try. If you prefer written messages, they will have to be legible. But if they are not, we will have to switch to email.”
Advise the other managers of this plan, and then be sure to get their feedback. If the mangled messages continue, Joshua will have to lose his writing privileges.
Q: Because I am only four-footfive, people seem to view me as a child. I was recently laid off after 14 years and have begun looking for a new job. However, I feel that interviewers rule me out as soon as they see me. Since I can’t grow taller, how do I overcome this obstacle?
A: While your short stature is undeniably noticeable, you should not assume that it creates a negative impression. But if childlike assumptions have been a problem, then every other aspect of your demeanour must convey “mature professional adult.” This includes dress, hairstyle, speech and introductory handshake, as well as your LinkedIn profile, resume and interview responses.
To assess the impact of these changes, solicit feedback from trusted friends or colleagues, especially those who have hiring experience.
Because it’s been awhile since your last job search, do some practice interviews to increase your confidence. If you come across as composed, professional, and selfassured, your height will no longer be relevant.
Advise other managers of plan and then be sure to receive feedback
Marie G. McIntyre is a workplace coach and the author of “Secrets to Winning at Office Politics.” Follow her on Twitter @officecoach. Tribune News Service