Tuesday, October 15, 2013

Challenging Co-workers Part 2

Last week, we talked about how teamwork and good internal relations improves the work environment and the service you give. I want to touch on the last four types of difficult personalities covered in The Colors of Customer Service Training Kit.

The Accidental Boss
This person isn’t the boss but that doesn’t stop them from acting like one! They like to tell you what you should do and how you should do it. If they can give you work or critique your work they will.
  • Let them know you have a full plate. If they continue, refer them to your boss.

The Tattle-Tale
This person is in constant communication with the boss about who is doing what. They feel a responsibility to report on everyone’s actions.
  • Do not share personal information with this person. Let them know that you already have excellent communication with your boss.

The Fighter
This person thrives on conflict. Everything becomes a battle.
  • Do not give them an emotional response. Remain neutral and concentrate on the facts when speaking with them and not giving your opinion.

The Lounger
This person avoids work at all cost. You usually end up picking up their slack.
  • Set clear expectations and deadlines. Stick to your guns when they start to weasel out of their responsibilities.

Always try to confront these people directly and maturely. If that doesn’t work, start keeping a paper trail, emails and other correspondence that show their behavior. Also keep a journal of the dates and times of any events or behaviors along with details of exactly what happened. This way if you have to approach a boss or Human Resources, you’ll have more than just your word to back you up.