What makes a professional? 2

[rosieb]

I’ve just taken over responsibility for part of an IT support group. We are small, so knowledge tends to be specialised. I see a lot of behaviour which I, personally, would characterise as unprofessional.

These include: insulting remarks about users; insulting remarks to users about other support staff; public, unsubstantiated, criticisms of colleagues’ work; refusal to answer a ringing telephone (when the help desk is unattended); refusal to answer a technical query when “at lunch” at one’s desk; walking out “on the dot” despite serious technical problems; “ping-ponging” of issues between support groups” (on specious grounds); consistent late arrival / (single-day) absence; sexist comments; excessive swearing (including swearing in front of users); public burping / farting / discussion of bodily functions / readjustment of genitalia, etc., etc.

I can see that some of this is inevitable (occasionally). And it’s been suggested that I’m being totally unreasonable in expecting to change it – that’s how IT support is!

I find a lot of the behaviour unacceptable and I believe that the general attitude sets the standard for the level of support provided, and provides a user perception about the standard of the support offered. If we don’t act professionally, why are we surprised to be considered as a bunch of buffoons?

I’m working on the “setting an example” basis of good practice and jumping on individual major excesses, but how do you inculcate a professional approach into an established environment? And, how far am I over-reacting?


Rosie
"Never express yourself more clearly than you think" (Niels Bohr)

 

[BJCooperIT]

I, too, am now facing a similar situation and look forward to the advice that is offered to your question. I believe that setting a good example and playing cheerleader is a start, but not a total solution. I also have a near-zero tolerane to rudeness, whether to staff or users, but am uncertain how best to carry out that policy. I anticipate starting with a closed door conversation obtain their side of the story and a clear policy of acceptable behaviour.

I will think of you often in the days to come and wish you the best.

[sup]Beware of false knowledge; it is more dangerous than ignorance.[/sup][sup] ~George Bernard Shaw[/sup]
Project Manager EFIS DOE/Custom Forms & PL/SQL - Oracle/Windows

 

[rosieb]

BJCooperIT
I'm glad it's not just me.

I'm keen to hear how you get on . I'm looking at (researching) formal disciplinary procedures, but I really hate that kind of thing - it's just not me - I want to grow staff, not beat them up - tho' I have a nasty feeling I may have to. (Actually it makes me feel quite sick, but needs must!)

And I have a problem where I'm one of three managers, how do you get a consistant message, where the other managers have tolerated this behaviour for ever?

[Even worse, I've noticed that while use of bad languaage has recently declined noticably within the department, my use at home has increased exponentially.]

I think your near-tolerance approach to rudeness is right, but I agree, how?

Rosie
"Never express yourself more clearly than you think" (Niels Bohr)

 

[Stevehewitt]

Yeah,

Its all well and good being 'pally' with your collegues, but there is a limit. I pride myself on being professional - 'professional pride'!

Unfortunaly in your case, I can foresee users coming up to you for support as they know you will do a better job than the rest of the guys.
This could lead to you covering up the balls-up and unprofessionalism of the rest of the department.

A big mistake IMHO with a lot of people in IT is that the user is your client. They wouldn't be as rude and unpro (save typing professional! - Oops!) if they we're in a shop selling items etc.
Maybe they take the BOFH stories literaly?! ;-)

Good luck,


Steve

 

[Stevehewitt]

Correction:

A big mistake IMHO with a lot of people in IT is that the user is your client.

I meant:

A big mistake IMHO with a lot of people in IT is that they don't realise that the user is your client.

Steve.

 

[entaroadun]

Readjusting of genitalia? My God!

Professionalism comes in grades. If basic behaviors like discussion of bodily functions or sexist comments persist, then how do you manage higher-level, more work-related behaviors like taking responsibility for the user/client relationship?

You are most certainly not over-reacting. Unfortunately, IT tends to be a boys club. I mean a high-school boys club, not even a polished, oak-room old boys club, which would be slightly better (but only a little). It makes us look like idiots, which is a big problem when time comes to get funding from the sales and marketing jocks that own most organizations. Who is suggesting that IT support is inherently crude? The individuals that believe that don't respect the professionals that support IT.

I would try to meet with the other managers to establish a consistent policy for the more basic behaviors, like cleanliness, proper attire, and HR-related issues like sexism and racism. That shouldn't be too difficult to do. Once that basic standard is set, then try pushing the envelope with the more work-related issues like manning the phones. You need to do a phased approach, and you need buy-in from the other managers. It's impossible to discipline children when the other parent second guesses you in front of them.

P.S. When announcing any policy, hold a team-wide meeting. Make sure that all managers are there and have a consistent message. Don't single anyone out, and don't let any of your staff single anyone out. Just present a united front and state matter-of-factly that this is how things will be going forward, regardless of what the environment used to be.

 

[jrbarnett]

Rosieb

Like others, I don't think you are over reacting at all. I suggest that if BJCooperIT's suggestion of a quiet word does not have any impact on the behaviour of your staff, then you encourage those people who were insulted, sworn at etc, to initiate a formal complaint about the individual in question. You as their line manager will then be forced to investigate it and take appropriate action. Although this is drastic it may make them sit up and take note.
You can also help deal with the ringing telephone by having a set of service standards, nothing complex, something like:
* We will endeavour to reply to email enquiries within 3 hours.
* We will endeavour to answer telephone queries on site, if a message is left on voicemail then we endeavour to reply to it within 3 hours.
* We endeavour to respond to site visits immediately, but if nobody is available at the time, you can complete a form and somebody will contact you as soon as possible.

The form need not be anything complex - date/time of completion, name, telephone number, email address, nature of problem, preferred method of contact, best time to get in touch if telephone. You may also like to include computer name if these are labelled in a way that non computer staff can easily get to it, which can be handy for remote control purposes.

However, having said that, you need to have service standards from them - something like:
* if we make an appointment for a visit to your office, we expect that you to be there. If circumstances dictate that you are unable to make a prearranged appointment, please let us know as soon as possible. We reserve the right to put this task to the bottom of our to do list should you not inform us.

John

 

[LesleyW]

Rosie,

I'd echo what the others said about setting an example (I'm sure you are already doing that), but also project an attitude of expectation of professional behaviour from them. This may need to be tackled in phases as per entaroadun's suggestion above, but what I mean is along the lines of , a phone is ringing and no-one is picking it up, kind of act surprised at that. Or you are talking to someone who is ignoring an incoming call, break off your conversation saying something that indicates you know they need to answer the phone.

I'd also like to let you know that it IS possible to have a professional IT support function. I work for a large corporation in the UK, and when I first started here and had to call IT Support for help, they were so polite and professional that I couldn't believe I was dealing with an internal department. Yes I get frustrated with them from time to time, and I am sure they moan about users ocassionally too, but overall they have a professional approach which I appreciate.

Best of luck to you (and also BJCooper), I too was surprised to read about how unsavoury your colleagues are! I wish you all the patience you will need to climb this mountain!

Lesley

 

[lespaul]

Perhaps another small start would be to assign a backup to the phone. So when the help desk person is somewhere else, there is someone assigned to take the calls and rotate it on a weekly basis.



Leslie

 

[jrbarnett]

As another thought, if you have a member of staff who does behave in a professional way, if (s)he witnesses somebody else doing something unacceptable, say something like "what do you think you are doing?" and hope that peer group pressure will make him/her start to behave in a more adult manner.

John

 

[entaroadun]

How about customer service awards? I don't mean corporate wide recognition, but recognition within the department. Make it a frequent award; weekly would be good for the magnitude of problems you are describing. The point is to drive home the fact that management is watching and management does care.

 

[Golom]

Some of your problem is likely that as a new supervisor with only part of the operation under your control, you probably don't have the authority to make radical changes to the environment and/or the corporate culture.

It sounds like what is needed is some education about the fact that, implicitly the customers pay your salary. Or, to put it another way, we are planning to tie salary and promotion decisions to measurements of how well or poorly you meet customer service objectives.

I'm surprised (but not astonished) that there are still work environments that haven't had their act cleaned up by the possibility of harassment law suits. Most companies in this day and age are quite clear about saying that offensive or sexually explicit conduct or comments are firing offences. The old "boys will be boys" escape clause doesn't work anymore. The rejoinder is now. "We hire men ... not boys. And men don't conduct themselves that way.

 

[rosieb]

Stevehewitt
I think that is the main problem, users are not seen as clients, rather as an unwarrented intrusion into the more exciting bits of the job, like playing with new toys.

entaroadun
I feel there's a general atmosphere of laddish amateurism. In the main, I don't think it's intended as offensive, though I do suspect some of it is attention-seeking - the question there is "Do I reward bad behaviour by recognising it?" .

jrbarnett
Yes, SLAs are on the list.

lespaul
Back-up for the phone is a bit difficult, amazing how people have an "urgent job" when the phone is unmanned - I'm looking at how we can formalise this.

LesleyW
Individually, most of them are OK, some are very good - or could be. I think there is the potential to create a really professional environment, I wouldn't have taken the job if I didn't, but I think it could be a long haul.

Golom
Yes, limited authority. Unfortunately salary etc can't be tied to performance. But training can, unofficially. I think the culture has built over a long period and includes the other managers, newcomers become sucked in. I liked your quote "We hire men ..." could use that.

Rosie
"Never express yourself more clearly than you think" (Niels Bohr)

 

[DrJavaJoe]

I'm not sure I really see the problem here. Now if you were a coworker of these individuals and wasn't sure how to approach making changes then I would understand, but you are the boss. Call a meeting for everyone that falls under your reponsiblity and without pointing fingers let them know what you have observed and what changes you expect and don't forget to point out the positives.

I would also meet privately with the very good ones and recruit them in helping with creating the more positive atmosphere.

"Two strings walk into a bar. The first string says to the bartender: 'Bartender, I'll have a beer. u.5n$x5t?*&4ru!2[sACC~ErJ'. The second string says: 'Pardon my friend, he isn't NULL terminated'."

 

[rosieb]

DrJavaJoe
Unfortunately most of the problems don't fall under my direct responsibility. But I see my group being affected /influenced by the pervasive attitudes.

Rosie
"Never express yourself more clearly than you think" (Niels Bohr)

 

[DrJavaJoe]

Then it does qualify as a coworker problem, the other managers are not doing their job. I think the best approach would be to arrange for management meeting with your boss attending. The subject of the meeting wouldn't have to necessarily be the issue at hand but be sure to steer it in that direction once started.

"Two strings walk into a bar. The first string says to the bartender: 'Bartender, I'll have a beer. u.5n$x5t?*&4ru!2[sACC~ErJ'. The second string says: 'Pardon my friend, he isn't NULL terminated'."

 

[Golom]

I like DrJavaJoe's idea ... and it would be a good idea in that meeting, to have a few horror stories in your pocket like

Customer x suggests that we should burn in h*** for the way he was treated.

Unhappy customers are never management's favorite news.

 

[rosieb]

Nice ideas, but there is a "challenge" here, they've tolerated these practices so there is an implicit (actually fairly explicit) criticism of them by the new girl. Not that that wil necessarily stop me, I think I need to build up a stack of examples (it does bug me, the thought of having to document infractions, it just seems so petty).

Rosie
"Never express yourself more clearly than you think" (Niels Bohr)

 

[Stevehewitt]

These people arn't fans of the BOFH by any chance!?

Maybe getting them to log all calls and ensure there is a call open and closing time, along with the person who logged it.
Once a week, bi-weekly or what ever have a short meeting about the standards and call times.

If you don't have the authority for things such as appraisals etc. then have a word with management. Maybe calling a few clients after they have phoned up to find out what they think of the service. Make sure its annoymous and give management the feedback in a report.

Try to make it so that customer / client satisfaction is a major part of their job, and link it with their apprasials and personal development plans.

Steve.

 

[Golom]

rosieb

It may seem petty but it is part of the responsibility of a manager to document employee performance ... good and bad. Think of it as something that is a normal part of your job function ... not as the building of a list of petty gripes about people. Strive for balance ... nobody screws up all the time.

When it comes time to sit down with the employee and do a face-to-face appraisal of performance, you'll be glad that you have it in writing including dates and quotations. You will also be glad you have it when you need to justify to management your recommendations for salary increases and promotions or denial of same.