amazed when the customer expects you to refer you to the appropriate department: "Who am I?"
19 Just be reluctant to find the right contact person: "Actually, that's not my job ..."
20 Show your incompetence to find the right data set from a plethora of data: "I have no idea how to do this ..."
21 What to do if a retailer has given a three-year guarantee on an item, but the supplier has registered bankruptcy and no spare parts are available? Of course, you are not offered to take the item back for a full refund.
22 What to do if the customer does not want to return the item because he would not get an equivalent replacement at the price? You insist on your point of view and do not negotiate a kind of discount in a friendly and competent manner and do not give the customer a voucher for a partial amount.
5 Tips for a more equitable leadership style: Envy among colleagues
// By Markus Hornung
There is a lot of air in the office: an employee is completely overburdened and frustrated because she has to do the work of her colleague. What can you do as a chef?
If one employee works for the other
Although she regularly surpasses her own goals with much diligence, commitment and dedication. However, this is not much felt by her colleague. Quite the contrary: It creates so little that a part of their jobs must be taken over by the efficient employee - only in this way can all operations in the department be kept going.
An office classic, as it is in the book. But what happens here? On the one hand, workload and pressure accumulate among an employee; she feels abandoned by her colleague.
Understand the employees and their situation
In addition, the lack of understanding of the fact that the salary does not reflect their different use is also likely to grow. Finally, it is quite unjust if both are paid almost equally.
The hardworking employee doesn't want to “drag through” her colleague anymore. Until a team member addresses such a problem to the manager, the proverbial barrel is about to overflow. Who likes going to the boss to blacken a colleague?
Sincere understanding relaxes the situation
The situation is also difficult for the executive. Perhaps the boss can do little to solve the problem. A good opportunity, however, is offered by the employee discussion, because the overworked team member is given priority.
Depending on the flexibility of the corporate structures, a complaint may actually be an impulse, for example to make the remuneration system more equitable. More relevant to the success and satisfaction of the team, however, is that the supervisor fulfills his role more consistently.
Tips for a more equitable leadership style
However, one thing should be clear: As a boss, you are also partly to blame if the tasks are poorly distributed or below-average performance is compensated by other team members. To prevent this, you should clearly formulate the expectations of individual employees - in the following steps:
1 Understanding: Signal an employee who complains: “I understand your point of view. I realize that justice is important to you and I will try to make sure of it. ”
2 Get away from expectations: To understand the employee, however, does not mean to give him the right. Leaders should dissociate themselves from this - as a rule, such a statement only fosters expectations that are not, or are difficult to fulfill.
3 Avoid spongy requirements: Say precisely what you want to do and how you want the instructions to be implemented. With a sentence like, "I expect more quality from you." no employee can do anything. How is he supposed to know what quality is for the manager?
4 Specific instructions: Instead, specifications are more likely to be met if the boss instructs: “By the end of the week I need an overview of all sales partners from you with the following details: xyz. Then we discuss the next steps. ”
5 Transparent reviews: Create transparent structures to assess employees' performance. It is important that all team members can understand them.
Clarify the company structure
Often, unevenly utilized teams in companies have grown over the years because harmony and solidarity are important values in many companies. However, this makes it difficult to evaluate work performance critically - at least if it is appropriate.
Clear structures and performance assessments make the system more transparent, transparent and fair to all employees. On this basis, supervisors can lead more easily and more consistently.
Text comes from: Der Abschied von der Sachlichkeit: Wie Sie mit Emotionen tatsächlich für Bewegung sorgen (2015) by Markus Hornung, published by BusinessVillage Verlag, Reprints by friendly permission of the publisher.
Get more respect: Communicate at eye level
// By Natalie Schnack
Status is mobile. Depending on the situation, the situation and the situation, we all feel at times high and sometimes low. However, communication at eye level is only possible if there is little difference in status between the communication partners.
Instead of dominance and submission: the eye-level status
That is why I have developed the high-level status, in addition to the high and low status used in the improvisatory theater: Status status beyond dominance or submission.
Do you know people who seem to build relationships with ease? Who assert themselves without “trampling” on the other? These people, who have a kind of natural authority and are very pleasant conversation partners, strive for a status relationship that I call eye level status.
On the same wavelength
Think of a really good conversation with a friend: everyone alternately tells, you laugh together, is "on the same wavelength", nobody determines one another, neither has to submit, both feel good - that's the yardstick for a conversation at eye level. That means that in every conversation that you will have from now on, you should pay attention to the extent to which this feeling arises.
Now, of course, you do not have the same cordial relationship to the best friend or best friend to each conversation partner. And yet the goal is to experience this quality in the best possible way - in the best possible situation and to the context in which you meet.
What is the status of the eye?
The following prerequisites apply for the application of eye level status:
You know who you are, where you stand and what you want.
They know in which status area you feel comfortable.
They walk relaxed and relaxed with themselves and others.
They have developed a flair for the situation and for what status behavior is currently appropriate.
They show unconditional respect, both to yourself and to your conversation partner.
You are carefree and of course with status - you feel like playing with the status without taking yourself too seriously.
They understand the high status as a way to lead and the low status as a possibility to follow and are not afraid to use the whole status palette - high status and low status.
They are ready