Work Place Notes  

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Training on the Job.

Something that I am finding these days is that employers are becoming more and more reluctant to train their employees as the feeling is that as soon as I have trained them they leave. Now I agree that this is a risk however there is a bigger risk. What if you don't train them and they stay!

The reason that you employ anyone is to help you get the job done. Now I am sure that what you want is that the job must be done to your standards. Remember that every employees obligation to their employer is that they provide their services at the time, to the standard and in the manner, set by the employer. Your responsibility is to set the time, standard and manner.

To maximise your chances of getting the job done properly it is your responsibility as an employer to ensure that the employee actually knows what must be done, actually has the resources (tools etc) to do it and has the ability to do it. The comment that I hear so often, especially after a mistake has been made, is "But they should have known how to do it". And I agree they should have. The real question however is "Did you make sure that they knew and did you check that they knew?"

If the work is done badly the one who loses is the employer so it remains the employers responsibility to manage the performance of all employees and ensure that the job is being done satisfactorily.

You can delegate tasks and authority. You can hold people accountable for their actions but you carry the ultimate responsibility for the performance of your business.

So train your employees to perform to your desired standards. Make sure that they understand exactly what you want and monitor their performance to ensure that you get what you want.

Training on the Job.

Performance Management

Performance management is a critical element of any business success and should be the primary function of any manager.

So. What is performance management?

First let's look at what it is not. Performance management is not "Performance appraisal". Performance appraisals are merely a part of performance management.

"Performance management is a continuous, constant and consistent communication process using performance standards, measures, progress reports and feedback  from customers (internal and external) as a means of creating a work environment in which people are empowered to perform at their best thereby ensuring that the organisation achieves it objectives and attains its vision."

Performance management is an attempt to ensure that the Right job is being done at the Right time in the Right way for the Right customer so that we maximise our chances of getting the Right results.

Where does performance management start?

Performance management starts with the VISION of the business. All business activities have to be aligned with the VISION to ensure success.

Be gReat in the workplace

Take Responsibility for your job

Every employer everywhere in the world cries out for just one thing. An employee who will take ownership of their job. An employee who will be dedicated and loyal. An employee who will do what it takes to get the job done. An employee who understands what it means to be an employee.

Sadly in my consulting practice I deal, all too often, with employees who really do not understand what their real relationship with, and obligations to, their employer are. There are just too many who do not understand what their responsibilities in terms of their job are. There are just too many who let their personal preferences take precedence over organisational objectives.

I deal with too many people who stopped looking for work as soon as they got a job. People who see if they can get out of work. People who see what they can get out of work. Unfortunately, as chairperson of a disciplinary enquiry, I have often had to tell these people that they were now out of work.

Just remember this.

You do not deserve a better job until you get better at the job that you have got.

You do not deserve to get paid more until you do more than you are paid to do.

You are not at work for your employer's sake but for yours.

Your responsibility is to your own integrity, your own sense of pride and satisfaction. You should do your job so well that at the end of every day you can go home walking tall and feeling proud and able to say:-

"Of all the people I met today I'm proudest of me. Why? Because I did my job to the best of my ability. I rendered the best service that I could. The company, my colleagues and customers are better off because of my service today."

Remember this your job merely provides the opportunity for you to show how great you can be.

Be Great in the workplace

Just recently I had two very different experiences as a customer that really serves to illustrate what we are talking about in terms of behaviour.

Linda and I were travelling back from a function in Natal and decided to stop over at Pringles in Harrismith. We got in at about 19:30 and after booking in went to get some dinner. There are a number of choices available and our first choice was "Wrap it up" Well we went in and looked at the menu and having made a choice asked the guy behind the counter if the food was hot (spicy) as neither of us like "hot" food. We encountered our first problem as the guy could hardly speak any English and had to call one of the staff from the kitchen to help and that's where we really got a shock. Instead of trying to help her only comment was "Have you seen the time?" The shop was still open and it was not yet closing time but her comment and her attitude said it all. "Don't bother me now it's too close to closing time." Well we didn't "bother" them anymore because we left and we certainly won't bother them again in the future because we won't be back. That woman does not deserve her job and I think that the only reason that the shop stays open is that there is such a lot of passing traffic.

Luckily our evening was saved by the great service that we got from the staff at the Wimpy take away. We managed to get in just before they closed. We were greeted by very friendly staff and placed our order. As we still wanted to get some stuff from the QuickShop we asked if we could come back to collect the order. No problem and when we got back they opened the door which was now closed as it was after closing time and our order was ready. What was really amazing though was that they had served another customer who had come in after we had gone out.

If you compare the attitudes of the staff of the two shops where would you choose to spend your money?

If you compare the attitudes of the staff of the two shops which most describes you?

When people have used your service, have they been served or have they been abused?

Remember this your job merely provides the opportunity for you to show how great you can be.

Training on the Job.

What to do when they can't do what they said they could do?

It happens that people are so eager to get the job that they inflate their capabilities and will answer questions about their capabilities by giving the answer that will get them the job rather than admitting that they can't do it.

When this happens (and you haven't got an effective competency test in place) the only time you find out that they can't do what they said they could is when they are given the job to do and they can't do it.

In this situation you are entitled to cancel their contract. This is different from termination of service through dismissal. In this case the legal principle is that you entered into a contract that could not be fulfilled and had you known about the real state of affairs you would not have entered into the contract in the first place.

As protection you should always have this clause in your Employment Application

"I declare that the above information is true and correct. I understand that any misrepresentation, or omission, of pertinent information may be considered as sufficient grounds for withdrawal of an offer of, or dismissal from, employment."

Training on the Job.

Make sure that they know how to do what they say they can do.

There have been reports of extremely bad service at OR Tambo regarding passenger assistance for disabled passengers. In fact the service was so bad that it was non-existent. When the passenger complained the response was that it was a new company that had been awarded the tender and they did not yet have the required equipment in place. (read the article here ---> news24.com )

How a tender is awarded to a company that cannot deliver on the terms of the tender I will leave to your imagination. Where this is leading to however, is that we regularly face the same situation in the workplace.

When we recruit someone the main aim is to get someone who is able to do the job and to be able to do it properly. In the past we were able to rely on the the validity of the qualifications presented as proof of competence. Unfortunately the situation has changed to the extent that my advice is that you do not, under any circumstances, unless you personally can vouch for the applicant, accept documentation as proof of competence.

Firstly there are just too many cases of fraud where applicants present "proof of competence" by way of certificates and degrees that they have merely acquired and not earned. Secondly even if the certificates are genuine, having a certificate in no way indicates competence. Passing the exam merely indicates that you have an ability to absorb and regurgitate information. It seldom indicates that you actually understand the information or that you know how to apply it appropriately.

Your responsibility is to ensure that you get someone who is able to do the job therefore you should set up a "competency test" that all applicants must pass before even being considered for an interview. (If you need help doing this then contact me. I can help)

Next week I'll talk about what you can do when someone has "misrepresented the facts" (some call it lying) in the recruitment post and you have now discovered that they cannot do what they said they could.

Training on the Job.

Doctors Appointments

Much of the conflict in the workplace is caused by a lack of accurate knowledge of the rights and responsibilities that go with the relationship.

In our consulting practice we deal with unauthorised absenteeism on a regular basis and one particular frustration is Doctors appointments.

We have found that many employees are of the opinion that a Doctors appointment takes precedence over workplace responsibilities and this leads to the situation where they just make an appointment and then inform their employer that they are going to be away.

Let me clear this up. During working hours your time belongs to your employer and if at any time during working hours you wish to do something that is not related to your employment than you need to get your employers permission to do this. Failure to get permission actually means that you are in breach of contract.

So if you feel the need to go to the doctor (which should happen less now that you are following the advice in the Health Notes) The correct process is to request permission from your employer to make an appointment and to agree on a time and date that will be convenient. Remember that you employer has the right to refuse. You do NOT have the right to give your personal preferences precedence over your workplace responsibilities.

The only time when permission is not necessary is in an emergency.

Remember this. All conflict arises when one person knowingly or unknowingly infringes the rights of another so by being aware of your rights and responsibilities you will be able to minimise the risk of conflict in the workplace.

Evaluate your management style.

We want to be led but not controlled.

We want to de directed but not dominated.

We want leaders who will empower us, not dictators who will enslave us.

The key difference between managers and leaders is very simple yet it makes a huge difference and it is this.

Managers get people to DO things.

Leaders get people to WANT to do things.

Learn to catch people doing something right.

All too often the only recognition that people get is negative recognition. "But we expect them to do it right, that's why we employed them." I am often told. Sure I say. You are right but you are also wrong. Surely you employed them to get your business growing so what you really want is for them to be enthusiastic about working here. Well do yourself a favour, tell them when they do well and watch them grow. You want to reinforce the good behaviour and the best way to do that is to acknowledge it.

People who feel good about themselves do good work.

People who get acknowledged for doing good work feel good about themselves

Remember this "A pat on the back has the effect of filling the tank of enthusiasm"

As a team you can support each other by creating an "I like ... " list This is how it works. Give each member of the team a page with all the other team members names on. They must then write down one thing that they like about each person. Once that is done the team leader collects all the lists and then extracts all the comments on each person and puts then into a document and gives it to that person.

This way each person in the team gets a list of all the things that the other team members like about them.

Related article - The Papers that everyone kept

What does your business card say about you?

Your business card is the way you let people know who you are what you do and how to contact you.

I am often amazed at the poor layout and colour scheme chosen for cards.

You must make sure that your card is easy to read, even in poor light, so pastel colours are out. Use a font that is legible (Nothing less than a 9 and spaced properly). You should not need a magnifying glass to read the telephone number. (Not everyone has Eagle Eye Vision) You want to make it as esay as possible for people to contact you.

Take your card out now and ask yourself. "What does this card say about me?" "Is it easy to read?" Does it clearly state the services that I offer?" "Is my card memorable?"

I have designed my card as a folded double card so that it stands easily on your desk and every card has a quote on the back. Quite often people want to collect them just for the quotes.

Now I can just hear some people saying, but I don't need a business card, I'm just an employee (more about that later). Well think about this. If you did have a card, what would it say? How would you describe your services?

Every Employer has 4 Primary Obligations to fulfil towards their employees. The FOURTH is:

Provision of LEAVE

Employers are obliged to provide leave according to the terms of any valid agreement. Legislation provides for the following leave;

1. Annual Leave.

2. Sick Leave

3. Family Responsibility Leave; and

4. Maternity Leave.

Please note that even though legislated, the provision of leave must still be approved by the employer. As an employee you cannot just decide to take time off.

Understanding the relationship between employer and employee is vital to workplace harmony. If you would like to clear up any possible misunderstandings then the "Moral and Legal Responsibilities of Employers and Employees" workshop is for you.

If you want to organise this powerful workshop for your business then send a mail to johan@motivate.co.za

Every Employer has 4 Primary Obligations to fulfil towards their employees. The third is:

Provision of Safe Working Conditions

Employers must comply with the Occupational Health & Safety Act which requires that they;

1. identify possible hazards - especially with regard to pregnant employees.

2. implement safety measures to minimise or negate the risk and

3. inform employees about the hazards train them in the safety measures.

Employers must provide safe and healthy working conditions however every employee has a responsibility to ensure that they work in a safe manner and to immediately report any unsafe practice or situation.

Workplace safety is everyone's business

Understanding the relationship between employer and employee is vital to workplace harmony. If you would like to clear up any possible misunderstandings then the "Moral and Legal Responsibilities of Employers and Employees" workshop is for you.

If you want to organise this powerful workshop for your business then send a mail to johan@motivate.co.za

To live your best life be true to the YOU, that you want to be.

Live with passion. Change your life from making a living to making a difference.

Live up to the reputation that you want to have.