Agressive member of staff - training suggestions

whitewing

Maybe this person felt that she was not supported by her previous manager, and therefore dealt with the negative side of customer service more negatively than she should. If you can show that you will support her, but that you expect high standards, then she may well begin to want to climb out of her bad habits. Maybe your DH could sind out what she likes and dislikes about the job, and go from there.

KiKi

Training? I love how training is always the answer...!

OP, your OH should do as SN suggests. One to ones, conversations, feedback, setting objectives, requesting improvements, monitoring them and then offering feedback again. It *may* be a training issue (skill), but it may just as easily be a performance issue (will). Training in 'behavioural' issues is often ineffective if the manager isn't doing the performance management stuff behind the scenes.

There could be all kind of reasons for this person's behaviour, which are best addressed first with a conversation with the team. Not a reprimand, but a statement of 'this is how we work now, this is what I expect'. Once that's laid out, he can monitor their performance and then take them aside for individual conversations to discuss reasons behind their behaviour.

I wouldn't leap down the training route just yet.
KiKi

DVardysShadow

Sambucus_Nigra wrote: »

Hi - is your husband actually trained in management? This sort of thing is bread and butter to managers and if he isn't then it could be him that ends up in hot water - particularly when he gets his wife to ask for advice for him and to get her assistance in crafting a little speech. This is so NOT the way to go.

I don't go that far. From the description given, the issue is not obvious or straightforward and OP and her OH are aware of this. Credit to them for seeking other views away from the workplace, rather than wading in to something not fully understood.

newmumincov

Sambucus_Nigra wrote: »

Hi - is your husband actually trained in management? This sort of thing is bread and butter to managers and if he isn't then it could be him that ends up in hot water - particularly when he gets his wife to ask for advice for him and to get her assistance in crafting a little speech. This is so NOT the way to go.

Yes he is trained in management - it's a specialised management role though and only a small part of it is the HR aspect - a lot of it is about business contracts, procurement, business performance, auditing, financial analysis, H&S, building control and IT.

He's working for a small business so no HR department - he is the HR department essentially, but as I've said has quite a few other hats. The previous manager was on sick leave for a very extended period before he started so these people haven't been managed for a while and problems like these have been allowed to run on.

He didn't ask me to do anything either - I'm just an interfering old bint

claire16c

If that was someone on my team at my old job, I would have just asked them to come into a room so the rest of the team did not know what I was saying, or give every one a 1-2-1 as I was a new manager, and simply tell them what I thought they were doing wrong. If youre the manager thats your job, I dont think he should be too worried about it. The weaker a manager is seen as being the more people will take the **** and not respect them.

If I ever did something wrong my boss would pull me up on it immediately, and then let it go. Just deal with it there and then and move on.

flexrider

bobajob_1966 wrote: »

I trust you mean all staff? Asking customers for feedback on a single member of staff would put you on a fast track to a victimisation complaint.

Yes all staff have a system in place i know most companies do this now that is where i got the idea form for example When i contacted my bank on tuesday i spoke to a call centre for my services then five mins after the call i got a auto message callback asking for staff feedback so i think it could work.

cheers