University Office Staff- what was their problem???

jadziad

Well, I used to work in a University admin office, so there could've been a few things.

Circumstances that might have led them to "ignore" you:

- She had to type that letter within 10 minutes, for example so that the other student could take it to the immigration people immediately so she can stay in the country, or something equally/more important.

- A student just died (it happens in most offices every few years) and they were waiting for something infinitely more important than a student who they thought was probably coming in to ask something simple which the student would know anyway if they actually attended lectures to get the handouts.

- The lecturer she just went to see was extremely obnoxious & rude (it happens very often) and she was having a really really bad day and was about to break into tears if she had to deal with another student

- You or someone else did something to indicate that you were waiting for someone else, or the lecturer said they were expecting a couple of students and would be there in 10mins, or the other student said they were waiting for someone else... etc. Or maybe they thought you were filling in a form for someone else or something.

- They were waiting for you to ring the buzzer (my regular thought: "ring the right buzzer for the person you need!! it's right in front of you, dumbo!"). There is often a specific buzzer there for you to press - often times maybe only one person will have a chance to see you. Maybe the person who did see you assumed that you had pressed the buzer which was intended for someone else or the other person forgot to reset the light they can see inside.

- Reception chicken, as someone else suggested. This could be exaccerbated if the other staff member is hard to talk to or trying to avoid working.

- They were *extremely* busy with exam board/interview/exam prep (or something that lecturer demanded be done *immediately*) and didn't have the time or patience to deal people who don't look to see the buzzer system and probably need to see one of the other people in the office anyway.

- The person who could see you was on her break/lunch and only helped the other person because she knew they were really nice and would need something which was simple and quick to sort out, or she was expecting him/her.

- There was a notice up saying something that you didn't see.

- Staff working at Uni just *love* to gossip. Perhaps you have a reputation as being.... (don't take this to heart, it happens with some students)... smelly, rude, difficult, annoying, a bad student who causes no end procedural graft, a habitual complainer, or a combination thereof.

Staff in Uni admin offices are often very demoralised. They normally do try to always be courteous and efficient, but overwork/stress, awkward lecturers (that's a big one!), understaffing (often only one or two people know certain things) or University policies, procedures and office politics often get in the way of being able to do things as well as everyone would like.

There was probably a valid reason for them "ignoring" you, but there's also a slim chance that they did it on purpose for a reason they will never tell you. Either way, don't fret about it - getting things done well and efficiently in a University is often a challenge.

Either way, the office manager (they can be called varying job titles) needs to be told about inefficiencies so that they can do something to prevent it later on. It could've been something very simple that they could sort out easily.

top_drawer_2

jadziad wrote: »

Well, I used to work in a University admin office, so there could've been a few things.

Circumstances that might have led them to "ignore" you:

- She had to type that letter within 10 minutes, for example so that the other student could take it to the immigration people immediately so she can stay in the country, or something equally/more important.

- A student just died (it happens in most offices every few years) and they were waiting for something infinitely more important than a student who they thought was probably coming in to ask something simple which the student would know anyway if they actually attended lectures to get the handouts.

- The lecturer she just went to see was extremely obnoxious & rude (it happens very often) and she was having a really really bad day and was about to break into tears if she had to deal with another student

- You or someone else did something to indicate that you were waiting for someone else, or the lecturer said they were expecting a couple of students and would be there in 10mins, or the other student said they were waiting for someone else... etc. Or maybe they thought you were filling in a form for someone else or something.

- They were waiting for you to ring the buzzer (my regular thought: "ring the right buzzer for the person you need!! it's right in front of you, dumbo!"). There is often a specific buzzer there for you to press - often times maybe only one person will have a chance to see you. Maybe the person who did see you assumed that you had pressed the buzer which was intended for someone else or the other person forgot to reset the light they can see inside.

- Reception chicken, as someone else suggested. This could be exaccerbated if the other staff member is hard to talk to or trying to avoid working.

- They were *extremely* busy with exam board/interview/exam prep (or something that lecturer demanded be done *immediately*) and didn't have the time or patience to deal people who don't look to see the buzzer system and probably need to see one of the other people in the office anyway.

- The person who could see you was on her break/lunch and only helped the other person because she knew they were really nice and would need something which was simple and quick to sort out, or she was expecting him/her.

- There was a notice up saying something that you didn't see.

- Staff working at Uni just *love* to gossip. Perhaps you have a reputation as being.... (don't take this to heart, it happens with some students)... smelly, rude, difficult, annoying, a bad student who causes no end procedural graft, a habitual complainer, or a combination thereof.

Staff in Uni admin offices are often very demoralised. They normally do try to always be courteous and efficient, but overwork/stress, awkward lecturers (that's a big one!), understaffing (often only one or two people know certain things) or University policies, procedures and office politics often get in the way of being able to do things as well as everyone would like.

There was probably a valid reason for them "ignoring" you, but there's also a slim chance that they did it on purpose for a reason they will never tell you. Either way, don't fret about it - getting things done well and efficiently in a University is often a challenge.

Either way, the office manager (they can be called varying job titles) needs to be told about inefficiencies so that they can do something to prevent it later on. It could've been something very simple that they could sort out easily.

lol what a load of self-biased rubbish!! the OP has covered all of these possibilities, they were rude period.

To the op:

This happens a *lot* and has happened at my uni a couple of times ..... it seems to be the badly run depts where no exact job roles/positions/rotas etc are defined and its "everyones" job to chip in, thus the same people end up doing it *all* the time, eventually they get sick of it and don't, so those who never do it are quite happy to continue while those who do, are made to feel bad (when its highlighted) about refusing by rubbish management... At least that's my experience.....

I dont know what I would have done had it been me, maybe next time when you go in you could say something along the lines of "excuse me .... " before they get the chance to sit down .... or before they come back to one of the other members of staff....

Jen

flossy_splodge

I sympathise with the OP but can say that at the Uni I work in there are all sorts.
There are really helpful and understanding people and there are the ar8eholes who think they're important and you can just wait until they deign to talk to you.:eek:

The only possible way to deal with this is
1. at the time
and
2. directly.

When confronted with similar situations in past (and also feeling VERY self conscious as EXTREMELY outside normal age range for Uni attendee) I've said in a firm voice " who do I need to speak to here about....".
Always get results and once someone answers you can become smiley and friendly to defuse any bristles that may have appeared!!

By the way, when I say 'work' at, I do support work for a disabled student and hence get left out of the loop of most Uni activities including such essentials as library opening times in hols etc etc. Requires a strong stomach sometimes!!:rotfl:

seven-day-weekend

jadziad wrote: »

Well, I used to work in a University admin office, so there could've been a few things.

Circumstances that might have led them to "ignore" you:

- She had to type that letter within 10 minutes, for example so that the other student could take it to the immigration people immediately so she can stay in the country, or something equally/more important.

- A student just died (it happens in most offices every few years) and they were waiting for something infinitely more important than a student who they thought was probably coming in to ask something simple which the student would know anyway if they actually attended lectures to get the handouts.

- The lecturer she just went to see was extremely obnoxious & rude (it happens very often) and she was having a really really bad day and was about to break into tears if she had to deal with another student

- You or someone else did something to indicate that you were waiting for someone else, or the lecturer said they were expecting a couple of students and would be there in 10mins, or the other student said they were waiting for someone else... etc. Or maybe they thought you were filling in a form for someone else or something.

- They were waiting for you to ring the buzzer (my regular thought: "ring the right buzzer for the person you need!! it's right in front of you, dumbo!"). There is often a specific buzzer there for you to press - often times maybe only one person will have a chance to see you. Maybe the person who did see you assumed that you had pressed the buzer which was intended for someone else or the other person forgot to reset the light they can see inside.

- Reception chicken, as someone else suggested. This could be exaccerbated if the other staff member is hard to talk to or trying to avoid working.

- They were *extremely* busy with exam board/interview/exam prep (or something that lecturer demanded be done *immediately*) and didn't have the time or patience to deal people who don't look to see the buzzer system and probably need to see one of the other people in the office anyway.

- The person who could see you was on her break/lunch and only helped the other person because she knew they were really nice and would need something which was simple and quick to sort out, or she was expecting him/her.

- There was a notice up saying something that you didn't see.

- Staff working at Uni just *love* to gossip. Perhaps you have a reputation as being.... (don't take this to heart, it happens with some students)... smelly, rude, difficult, annoying, a bad student who causes no end procedural graft, a habitual complainer, or a combination thereof.

Staff in Uni admin offices are often very demoralised. They normally do try to always be courteous and efficient, but overwork/stress, awkward lecturers (that's a big one!), understaffing (often only one or two people know certain things) or University policies, procedures and office politics often get in the way of being able to do things as well as everyone would like.

There was probably a valid reason for them "ignoring" you, but there's also a slim chance that they did it on purpose for a reason they will never tell you. Either way, don't fret about it - getting things done well and efficiently in a University is often a challenge.

Either way, the office manager (they can be called varying job titles) needs to be told about inefficiencies so that they can do something to prevent it later on. It could've been something very simple that they could sort out easily.

I have also worked in front line customer services (for a Local Authority) and I don't think any of these 'excuses' are really valid.

Even if the person had to do something else urgently, she could have advised the OP of this and that he may have to wait a few minutes.

So maybe s/he didn't press the right buzzer? Big Deal! It's not up to Customer Service staff to ignore someone who doesn't know the procedure! You serve them and EXPLAIN the procedure!! Even if it IS written in large letters in front of them.

Whatever the reason for the delay, they should have explained to the OP that there would be a delay, that this was beyond their control and apologised for it. Not left him/her standing there like a lemon.

Disgraceful, unprofessional behaviour and I hope someone is disciplined.

duchy

Talk about stretching it !!!
Frankly any of the excuses for poor service listed above are purely that-excuses NOT reasons. In the private sector such behaviour to CUSTOMERS (which is what the students are-their fees pay these employee's wages) would not be tolerated. I've worked for Disney in the past and they have an ethos that when you are "on-stage" ie in public view regardless of what job you do from cleaner to CEO you are professional and pleasent to the customers-if you need to stress out , or have a rant or whine or whatever you do it OUT of the public eye -it isn't the customer's problem-and you shouldn't be making it their's. Where-ever I've worked since I've kept this ethos-and ensured my staff have too and it makes a huge difference both to the other staff and the customers. I think in some university offices there is the attitude that their job would be so much easier if it wasn't for those pesky students needing things done-rather missing the point that without the students there would be no jobs there.

Wicked_witch

Thanks for your post jazdiad, it is interesting to get 'both sides'. I can promise there was no sign or buzzer although all the staff were indeed working, typing etc. However, if one of their jobs is to talk to students, that's what has to happen (there were 8 ppl btw not just one or two). I don't think I have a bad reputation, lol, but I totally agree about the demoralising effect of university red tape- I also work in one supporting a disabled student and have been a class/school university rep, so I have more experience of that than most students. I am sticking with my office politics/ unfair distribution of work theory. I should perhaps say that the Reader is a book an inch thick and so didn't get brought to the lectures- we were told by the tutor to go to the office for it. Probably annoying for the office when there are 96 students in the class and there still haven't been enough printed though!

top_drawer, I think you have it spot on!

seven_day_weekend, flossy splodge and duchy, thanks :-) I am not one of those 'I pay your wages' ppl, lol, especially in this situation where I know most university money comes from other sources, but I bet they do get a lot of that. Students paying fees has caused a huge shift in Uni culture imo, with students now feeling (rightly or wrongly- I can't decide) that they are buying a service and so having sometimes unrealistic expectations of staff, especially office staff.

Wicked_witch

And I realise I am gradually shooting myself in the foot by justifying the original behaviour, but that's where 4 years (I was ill and repeated year 2) of critical analysis gets you *sigh*. I award myself 58 marks for the above post ;-DDD

Unstoppable_2

Wicked_witch wrote: »

My question, such as it is, is what the heck were they thinking? Who behaves like this, in this situation? And was there any polite way for me to get their attention when what I really wanted to do was shake them???

You could be describing a Goods In office. That's how we lorry drivers tend to get treated when we turn up to places with a delivery for them. You stand at the goods in window with the goods in clerk, who saw you walk in, at the other side of the glass who then proceeds to ignore you for about 10 minutes.

Don't be polite. Sod politeness. Just say "Am I invisible?" in a loud voice.

I used to just say that they obviously didn't want the delivery and started walking out. Makes no difference to me whether they got it or not.

hellokitty08

Count yourself lucky. This post reminded my of the attitude you usually get from Dr Receptionists, so imagine my perfrect expereince at The Universitys Dr's.

I had a 8.30am appointment one day, so because of the bus times had to get their about 8am. Checked in at Reception, all was fine. Sat and waited paitently. Didnt expect to be seen early. At 8.40am, started to get a bit worried, so went to reception and said that I had an appointment for 8.30am, and that I was still waiting. The receptionist said that she would check it out. She had to deal with a few more people in the queue and a telephone call at two, so when she came back to me at 9am, to tell me that unfortunatly my Dr wasnt working that morning as she was booked on a training course, i was fuming.

Thats got to be a really bad case of Customer Service.

teabelly

I think the OP is more annoyed with themselves that at the age of 33 they were unable just to say 'excuse me, I have something to hand in'. Those few words would have solved the whole situation. Now you have complained you'll get even worse treatment! Having worked in a uni environment admin staff invariably have a vindictive streak, it is essential to remain sane while working with academic staff who are generally unable to do the simplest task unaided!