ROANOKE TIMES
Copyright (c) 1997, Roanoke Times
DATE: Sunday, February 9, 1997 TAG: 9702070030
SECTION: BUSINESS PAGE: 2 EDITION: METRO
COLUMN: WORKING IT OUT
SOURCE: CAMILLE WRIGHT MILLER
Q: Our company held a social event after work hours. During the event, a supervisor approached one of his employees and, in front of several of us, criticized the employee for work-related behavior. I don't know what should be done about it. Should we report it to the supervisor's supervisor?
A. After-hours social events are held to show appreciation to employees and to promote camaraderie. The supervisor's actions, no matter what the employee's wrongdoing, were completely inappropriate.
Work-related conversations occur at work; social conversations take place at social events.
Those occasions that seem like exceptions - working breakfasts, for example - fall under the category of work. For those, we behave and interact in a professional manner.
Beyond confusing work and social events, the supervisor violated a basic rule of discipline: Employees are disciplined in private. It's embarrassing for others to witness disciplinary conversations, it's humiliating for the disciplined employee, and it shows a lack of regard for human dignity on the part of the supervisor.
The harmed employee has the right to confront the supervisor by note or face to face. The thrust of either confrontation should be that the conversation caused the individual to feel embarrassed and any future conversations will be more appreciated if held in private.
You, and other witnesses, should not go to the supervisor's supervisor. That is the right of the harmed employee.
Q: I'm frustrated by co-workers and customers who, in their search for information, don't notice that I'm talking on the phone with a customer. When they do realize I'm on the phone, they invariably say they're sorry and then continue with their requests. I think the person on the phone has priority; they seem to think their physical presence has priority.
A: The rule "first come, first served" holds here. Using more assertive body language will help enforce the rule. When you're on the phone and you're interrupted, hold one hand up in the "stop" position. Maintain a friendly face and follow the stop gesture with an extended index finger to indicate you'll be with the person in "just a minute."
During the remainder of the conversation, avoid making eye contact with the interrupter; eye contact invites conversations.
Don't try to serve both the caller and the person in front of you at the same time - callers always know when you're multitasking and they don't have your full attention.
Complete the call, smile and say you're sorry the individual had to wait. Ask how you can help the person.
If the phone rings while you're talking with someone in person, use a similar technique. Excuse yourself from the conversation, answer the phone with your normal greeting and immediately ask if the caller will hold for a moment.
Once the caller is on hold, quickly finish giving information to the first individual and return to the caller.
Rather than getting frustrated, adjust your body language and take charge of the situation. If you're clear on priorities, you'll be able to convey that to others with great politeness.
Q: What should I do about a person who always shows up at least a half-hour early for our appointments? I schedule myself tightly. If I start our meeting when he arrives, I throw my schedule off. But I don't feel right about letting him cool his heels in the office while I finish phone calls and reports.
A: When your secretary announces the individual to you, ask your secretary to offer coffee and to tell your guest you have a call to finish. Let him know that you'll be with him at the appointed time.
If you have time, you can walk to the reception area and restate that you have a few items to finish before your meeting. Ask if your guest is comfortable and if you can get him anything.
Finish the work you've assigned for that time. It may help to understand that some people arrive early to ensure they have time to think through what they want to accomplish - without the disruption of their own phones and visitors. Others may leave their offices for appointments early enough to deal with traffic or car problems. They don't expect you to have appointments changed because they're early; the early arrival is for their own peace of mind.
Camille Wright Miller, an organizational behavior sociologist who works in Lexington, answers questions from our readers about workplace issues. Please send them to her in care of The Roanoke Times, Business News Department, P.O. Box 2491, Roanoke 24010 or call 981-3100 ext. 498. Please give your name and phone number in case she has questions.
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