Poptart
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Post by Poptart on Sept 20, 2012 13:26:35 GMT -5
Hi guys,
I hope you can help me with an issue I have at work. We recently hired a new person, I'll call him Bob, Bob is doing very basic work, we work in insurance and his job is to call to clients that have forgotten to make payments, he also sends out paper work to insurance companies, takes payments and makes small changes to policies, nothing complicated like selling.
My job is to make sure that he is working the files that are given to him and because he is new I need to review that there are no mistakes made on the files he works. I realized fairly soon that Bob takes his sweet time getting his work done, it takes him hours to do work on just a few files. We spoke with him three weeks ago and explained that we need him to produce more work, and he said he would do better. This brings me to today, I went to check on the work he did yesterday and found that in five hours he worked on four files and took six payments. I know that my boss will not be happy with this level of production. My question is how should I deal with this? Should I pull Bob aside and talk to him about the level of production? Should I just tell my boss that Bob is not going to cut it? I feel very ackward about correcting him, but it is my job and I can't afford to let him make us fall behind. Any suggestions on how to deal with this would be welcomed.
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thyme4change
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Post by thyme4change on Sept 20, 2012 13:28:31 GMT -5
Cattle prod?
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Deleted
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Post by Deleted on Sept 20, 2012 13:30:13 GMT -5
Just tell the boss he's not going to cut it. He's new. This is the best you will ever get out of him. It's all downhill from here.
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Poptart
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Post by Poptart on Sept 20, 2012 13:31:26 GMT -5
I like the cattle prod idea,lol
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midjd
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Post by midjd on Sept 20, 2012 13:32:31 GMT -5
I'd say both. Talk to Bob, then talk to your boss and let him know you've given Bob a few talks and if he doesn't increase production soon it's best to let him go.
ETA - and don't feel guilty. Some people aren't cut out for certain jobs. I was fired from a sales job once after a couple of weeks and it was a HUGE relief! It's hard to want to come in to a job you don't like and/or know you're not good at. Bob will probably be happier somewhere else.
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thyme4change
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Post by thyme4change on Sept 20, 2012 13:32:53 GMT -5
Work with him for 10 business days. Set up daily goals for his time, and review them at the end of each day (or the beginning of the following day.) If he isn't able to show marked improvement, take it to the boss with documentation of what you did to work with him. If Bob feels the heat, he will either improve or know that his demise is coming. The HR person and your boss will be extremely impressed with you if you have well documented files, and a well thought out plan of goals and achievement to work with the guy. Once you do that, it gets easy to push someone into a more suitable role (quite possibly as an unemployed individual.)
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NomoreDramaQ1015
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Post by NomoreDramaQ1015 on Sept 20, 2012 13:33:16 GMT -5
Thyme stole my idea. If it's been a month that is plenty of time to learn the ropes and start speeding up. If he hasn't been able to do so I would tell teh boss that he isn't going to cut it.
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raeoflyte
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Post by raeoflyte on Sept 20, 2012 13:35:34 GMT -5
I think that Later nailed it.
If you or the boss really want to work with him I think you need to put him on a performance plan that details what how much work needs to be done each day, and then you have to check it each day until he is performing satisfactorily enough to only check it twice a week, then once a week, etc.
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Deleted
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Post by Deleted on Sept 20, 2012 13:36:22 GMT -5
Work with him for 10 business days. Set up daily goals for his time, and review them at the end of each day (or the beginning of the following day.) If he isn't able to show marked improvement, take it to the boss with documentation of what you did to work with him. If Bob feels the heat, he will either improve or know that his demise is coming. The HR person and your boss will be extremely impressed with you if you have well documented files, and a well thought out plan of goals and achievement to work with the guy. Once you do that, it gets easy to push someone into a more suitable role (quite possibly as an unemployed individual.) For under 3 months I wouldn't put that much time into it. That type of effort is for a long term employee that has had a change in their job description or something.
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thyme4change
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Post by thyme4change on Sept 20, 2012 13:37:50 GMT -5
Maybe - maybe not. Depends on the company. My company needs a truckload of documentation to let someone go. You have to prove you tried to work with them. The OP "noticing" that he isn't working fast enough and speaking to him once, undocumented - that dog wouldn't hunt.
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Taxman10
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Post by Taxman10 on Sept 20, 2012 13:38:16 GMT -5
cut Bob some slack already...JFC, he's new to the job and all this paperwork you're giving him is cutting into the ProBoards time.
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thyme4change
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Post by thyme4change on Sept 20, 2012 13:39:16 GMT -5
He could claim he wasn't properly trained, and they wanted to get rid of him because they found out he was an african-american, gay, 50 year old, wicken cross-dresser - so they tossed him out.
He wouldn't win, but it would be a hassle.
Besides, 10 minutes a day for 2 weeks is too much "effort" to put into a new employee? No wonder so many workers fail. Sheesh. You expect the guy to know his job, hard cold, after clocking in a few weeks, and you never need to talk to him again?
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Deleted
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Post by Deleted on Sept 20, 2012 13:45:24 GMT -5
Sit with him for an afternoon. Where does he "waste" time?
Who trained him? Was he told how to speed up the process?
Figure out what the "real" problem is.....lack of training, lack of motivation, lack of intelligence, etc?
Fix it....or cut bait
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Deleted
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Post by Deleted on Sept 20, 2012 13:46:37 GMT -5
Here 3 months is the probation period. We don't need a reason to let someone go. The OP says it's basic work so the problem can only be one of two things. One, he isn't capable of doing it and in that case more training won't help. Two, he has a poor work ethic. That will get worse when he feels more established and be more difficult to deal with.
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thyme4change
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Post by thyme4change on Sept 20, 2012 13:49:12 GMT -5
We are a right to work state - we don't need a reason EVER to let someone go. However, anyone can sue anyone for anything at anytime, and it sucks up resources. A whole hell of a lot more resources than spending a few minutes coaching the guy so he understands that he won't be able to get away with it.
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Poptart
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Post by Poptart on Sept 20, 2012 13:49:59 GMT -5
Thyme, Bob was hired because he told us he had an insurance background, I realize that the system he used was different, and that he is doing things for the first time and dealing more with clients than he did before. I'm more than willing to help him. I've told him to ask me anything and I'd be more than happy to explain how things work for him, however I have noticed one thing that bothers me, several times I've asked him "Bob did you send that fax out to XXX" and he will say "Yes I did" and then I check the system and can see that it's not done, when told that said task was not done he will say "Oh, hmm I got confused, I thought I had done it".... this will not fly well here.
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Deleted
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Post by Deleted on Sept 20, 2012 13:50:09 GMT -5
One of our many differances I love, Canadians don't have so many nuisance lawsuits.
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Opti
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Post by Opti on Sept 20, 2012 13:57:25 GMT -5
Some people need deadlines. Bob may be one of them. Try this... Hand him x amount of files and tell him that it should take him Y hours to complete. If he does, then you know he can do it, he just needs expectations set. If he can't do it, then you'll know he isn't up to the pace you need then you can evaluate if you want to keep him. This is sometimes the only way to figure out if the person is up to the job or not. When I've employed this method, I've had mixed results so for me it's an effective measurement. I like this approach. Your OP doesn't say whether expectations were set clearly for him or not. Depending on whether you want to keep him or not you might also want to give him hints or ideas to track his work.
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Poptart
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Post by Poptart on Sept 20, 2012 14:03:20 GMT -5
We realized that it was taking him a while to get tasks done, so we had a talk with him explaining clearly that we expected more from him, my job is to get files out for him to work on and make notes explaining what needs to be done, for example "Call Miss Smith regarding payment" or "E-mail copy of drivers license to company" and when he is done with the files he is to set them aside for me to check. I also organize all of his files in order of importance so I think we are doing more than enough hand holding.
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Deleted
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Post by Deleted on Sept 20, 2012 14:07:53 GMT -5
Clear expectations are very important. Sometimes new hires simply don't know what is expected of them or what to be doing or how to go about finding out what really needs done. Instead of worrying about being awkward, you need to assume that he really wants to do a good job and be an asset and assume that is why he is there. Then, you need to go in and really show him the ropes, step by step and minute by minute if necessary and monitor his progress. Most people really do want to do a good job. I think the biggest problems are when there are unclear expectations of the job description.
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jeffreymo
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Post by jeffreymo on Sept 20, 2012 14:07:54 GMT -5
I'd tell him what your expectations of him are. i.e. 20 files and 10 payments per day. Explain why the business needs this type of production. He'll realize that he's not meeting your standards, so it should be easier for you when you have that "I think it's best for both of us to end this arrangement" talk.
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happyhoix
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Post by happyhoix on Sept 20, 2012 14:10:46 GMT -5
Just tell the boss he's not going to cut it. He's new. This is the best you will ever get out of him. It's all downhill from here. Not necessarily. Depends on how much paperwork is required, how complicated the job is. Most jobs have a learning curve as employees get more experienced.
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happyhoix
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Post by happyhoix on Sept 20, 2012 14:12:25 GMT -5
I'd tell him what your expectations of him are. i.e. 20 files and 10 payments per day. Explain why the business needs this type of production. He'll realize that he's not meeting your standards, so it should be easier for you when you have that "I think it's best for both of us to end this arrangement" talk. I think this is critical. If you have a certain output he needs to meet, he needs to know what that is. Some people are perfectionists and can't move quickly. Other people just goof off a lot. However if they know what the expected output is they can improve to meet that goal, or they will start looking for another job.
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Poptart
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Post by Poptart on Sept 20, 2012 14:13:36 GMT -5
Happy, one of the reasons I'm holding back on going to my boss is because I think that maybe I see the tasks he does as "easy" because I've done them for a while, and while they are easy for me that might not be the case for him.
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thyme4change
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Post by thyme4change on Sept 20, 2012 14:15:17 GMT -5
I agree. He doesn't sound like a past, present or future star performer. But this is Ely's chance to show some real leadership skills. If he sets a clear plan in place, follows through on it, and documents it, Ely could look like a super-star. This is more about Ely getting it right than Bob getting it right. If, however, Ely hands this over to his boss sheepishly with just a single conversation with the guy, Ely will firmly and forever be stuck where he is.
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Poptart
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Post by Poptart on Sept 20, 2012 14:19:34 GMT -5
I'm a she,lol
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jeffreymo
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Post by jeffreymo on Sept 20, 2012 14:20:26 GMT -5
I agree. He doesn't sound like a past, present or future star performer. But this is Ely's chance to show some real leadership skills. If he sets a clear plan in place, follows through on it, and documents it, Ely could look like a super-star. This is more about Ely getting it right than Bob getting it right. If, however, Ely hands this over to his boss sheepishly with just a single conversation with the guy, Ely will firmly and forever be stuck where he is. I like this. It's as much Ely's job to get the production out of this position as it is Bob's responsibility to do the job. Ely's boss is most concerned about the stuff getting done without being bothered.
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thyme4change
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Post by thyme4change on Sept 20, 2012 14:24:21 GMT -5
Oops - sorry. The advice is no different. When you see an opportunity to take charge, present a solution, and work the solution - you have to do it if you want to get a good reputation. Handing off problems to someone else before you have given it your full effort won't reflect well on you.
However, if you think your boss wouldn't want to spend the next two weeks working it through, I would write up a quick plan, take it to your boss and say "Bob is slower than I would have expected. It might be that he is having trouble adjusting, or he might just be a bad fit. Here is what I would like to do to make sure we have given him all the support he needs to get moving." If your boss thinks like laterbloomer and thinks training and working with new employees is a waste of time - then he has a chance to say "Nah - I'll cut him loose." But more likely he will say "Give it go, and keep me updated."
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Deleted
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Post by Deleted on Sept 20, 2012 14:28:12 GMT -5
I agree. He doesn't sound like a past, present or future star performer. But this is Ely's chance to show some real leadership skills. If he sets a clear plan in place, follows through on it, and documents it, Ely could look like a super-star. This is more about Ely getting it right than Bob getting it right. If, however, Ely hands this over to his boss sheepishly with just a single conversation with the guy, Ely will firmly and forever be stuck where he is. Okay, I will give you that one.
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Deleted
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Post by Deleted on Sept 20, 2012 14:29:56 GMT -5
Don't do that! In this situation I think it is a waste of time. I work with and train new employees quite often.
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