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)

 

[JillofAllTrades]

I don't have any words of advice. In fact, your post reminds me of why I never want to be in management!

However, I just wanted to point out that there are probably several people in the department that would also like this behavior to stop and will be eternally grateful to you.

Christine

 

[rosieb]

Stevehewitt
Some of them model themselves on him/her.

JillofAllTrades
That's one of the reasons I feel positive - and get so frustrated. I'm getting [unsought] encouragement from people in my own group and from outside it. But some are also saying that they don't really expect a change, they see it as just "one of those things that can't be changed, they've gone on too long".

IE, "you can fight but you can't win". I refuse to believe that, trouble is, I have a nasty feeling it will have to get a bit bloody.

I'd sooner go for concensus and goodwill to all, but... Trouble is, lots of red tape and "sensitivity"(these are supposed to be adults, but apparently criticism is "stressing". Bad thing!)- much more than I'm used to - so, frustrating!


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

 

[Golom]

rosieb
The trick is to get a workable definition of "win". If it means "total victory over all foes" ... then no ... you can't win. There will always be a residue that will resist your best efforts. If you can look back after a few weeks, months, etc., on the job and see positive improvements then that's a "win" even if there are more battles to fight.

Yes ... it can get a bit bloody. Just try to ensure that its not all yours.

Of course criticism is stressing ... it's supposed to be. I can't say that I have "the answer" but I have had some success with beating the drum about "here's how we want it done" as opposed to "you're doing it wrong" which usually triggers defensive reactions.

 

[DrJavaJoe]

rosieb, You said "Unfortunately most of the problems don't fall under my direct responsibility", but some do. Have that meeting with them, layout the ground rules and let them know what you expect from them. Afterward let your boss know what you did and express that it is difficult to accomplish your goals as a manager with the others acting as they do. You may not have direct control over the whole group but you'll be damned if your team is going to act like that.


"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]

Golom
If it means "total victory over all foes"
Tempting, but no, step change, and try to carry the majority with me.

My irritation with the fuss about "stress" is that I think it can be a force for good. I work best when slightly (?)stressed (usually by my own expectations). But I find the suggestion that any "stress" is bad infuriating. I just want to scream "Grow up, this is real life - live with it." Where I work, some people expect to be babied/baby-sat, no initiative "Move me, I'm burning".

Yes, I'm picking my fights, and my timings. But most of this should never arise. [Quiet mumble to self, "If we all behaved like adults, this could be fun / satisfying and good for the cv".]

Despite all, actually I have to admit I'm enjoying (most) of the challenge, I'm making hits (but not as many as I'd wish), though I have my bad days.


Thanks all for the support!

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

 

[Darrylles]

Hi again,

After submitting my response, I cannot believe that most comments condone your comments about slavery!

I didn't realise that this was a USA site.
Orwell WILL be pleased. ;-)

Stop breaks, work when ordered out of hours, work over on demand - without remuneration!

Christ - I give up on you - but we won't give up in the U.K. itself - you know us, we NEVER give up.

Kindly regards (pitiful),

Darrylle


Never argue with an idiot, he'll bring you down to his level - then beat you with experience. darrylles@yahoo.co.uk

 

[entaroadun]

I'd like to address Darrylles without starting an international incident.

First of all, it is certainly not illegal in the US for exempt employees to work without breaks. It seems like your expectations in the UK are that employees are non-exempt, and are therefore paid hourly, can be docked for being late, are paid overtime, and are expected to have regularly scheduled breaks. That is simply not the case for most white-collar positions in the US.

We expect professional employees to be professional, which means taking personal responsibility for the company, which officers of a company must do. Letting help desk calls go unanswered because "it's not my turn" is simply unacceptable. It's unacceptable, and it is conduct unbefitting an officer of the company.

Quality of life may be lower, but we have lower unemployment. I'd rather have a job...

 

[rosieb]

entaroadun
In my situation, staff have great flexibility on their time, core hours are 10-12 and 2.30 to 3.30 pm. Provided that we have some cover 8am to 6pm, and people work their contracted hours, staff can usually work hours to suit their personal lives. For example, I normally choose to work long days then finish early on Fridays and take one full or two half days off each month. Hardly onerous conditions.

Given that, if something crops up while I'm taking a lunch break, I would expect to put my lunch on "pause" and at the very least acknowledge the problem. If it involves a trek to another part of the building, I might say that I won't be able to be there for 30 mins or so, but if it's urgent I'd probably go.

We're a small group, so I don't think it unreasonable that we should be flexible and cover for one another.


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

 

[entaroadun]

If you employ contractors, then it is reasonable that they would stick with the rigid bounds of their hours. I would only expect staff to go the extra mile. Hired guns aren't usually treated that well.

Of course, there will be contractors who respond to this post telling us about their great work ethic and dedication to the client. That is what separates good contractors from great ones. I acknowledge that; however, I still don't expect much from contractors because in my personal experience companies don't treat contractors as well as regular employees. Most people only give as good as they get, and rightfully so.

In any case, some of the other behaviors you describe are unacceptable for anyone. Keep us posted on your progress.

 

[mattKnight]

We seem to have come round to the discussion of working through lunchbreaks....

My contract of employement (UK) says

Basic working day....includes 1 hour unpaid lunch

If my employer expectrs me to work through lunch, why isn't he paying me to do so?

Personally, I don't usually, and by choice, eat or take a lunch break.

Is it possible that there is soem sort of morale problem with your staff member

refusal to answer a technical query when “at lunch” at one’s desk

Have you informally approached the person and discussed their side of the issue?

Maybe (and without much information) the carrot approach may be more appropriate than the stick?

Likewise, isn't it a function of management to ensure that there is adequate cover during lunchtime?

Take Care

Matt
If at first you don't succeed, skydiving is not for you.

 

[lionelhill]

Should be less a matter of contractual obligation than of common sense. People need to eat occasionally, and work best if not completely at their wits' end. The occasional break can help (else why bother going home at night?)

It doesn't help to force a person to give up lunch breaks unnecessarily (makes people get aggressively defensive and argumentative about their rights etc.). Best approach is probably a balanced one: you have to cover for each other, someone has to be available to go and deal with lunch disasters (and not always the same someone). But the someone gets to eat their lunch unhurriedly when the fuss is all over. And no one gets dragged from lunch for silly trivialities that can wait. i.e. mutual respect of employer and employee.

 

[rosieb]

Hmm, just done a check. In the last 4 weeks I averaged lunch (ie actual food) 4 days out of 5 (the other days it was 3 coffees and the odd bit of chocolate.)

My choice, I want to get things done. I don't expect that of my, or other, staff. And I just got a gentle(ish) "telling off " for it. So no question of senior management expectations.

I raised the refusal to react whilst "at lunch" at one's desk as one part of an unprofessional image.

I know, in our organisation, IT is often seen as a bunch of "Techie Clowns", somehow we have got away with it, and it's not totally true - but there is an aspect of truth to it.

I strongly feel that a professional demeanour promotes professional behavior, and then a professional response from users.

If we lack the correct basic attitude, we won't react appropriately and, inevitably, will not be treated as we would wish.

Over a period, I don't expect staff to exceed their contractual obligations. And I agree cover needs to be formalised, but I do think that professionalism requires going the extra 10 yards (not even a mile) when necessary.

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

 

[mattKnight]

I raised the refusal to react whilst "at lunch" at one's desk as one part of an unprofessional image.

granted! I picked on it as it is one of the things that affects me personally. The point I was trying to make is that if staff morale is low then that extra 10 yards can seem like a long way.

Over a period, I don't expect staff to exceed their contractual obligations.

Glad to hear it, Iwas unclear






Take Care

Matt
If at first you don't succeed, skydiving is not for you.

 

[Stevehewitt]

I agree; I really want to be part of a department, company and industry that I can be proud of. Professional pride means a lot to me, and having 'clowns' working along side you often means that its you (or me) who has to pick up the pieces which creates a loss of morale.

Steve.

 

[kcongdon]

Why not make a schedule for who has to be available to cover the desk at off times? Make sure to rotate staff members through the schedule to try make it seem fair to everyone.

Why are staff members eating lunch at their desks? Is there no breakroom available? Are they saving their lunch time for errands, interviews, etc.? Sounds like there could be some work-life balance issues that might be addressable through flexible scheduling. (If a person's away from the desk eating lunch and is still interrupted by work issues, then it seems that the company culture does not respect personal time.)

 

[jrbarnett]

kcongdon

I've had that before - it got so bad at an ex employer, IT staff had to stop using the canteen - because somebody would come up and ask computer questions if one or more of us were spotted having a coffee or lunch there. Fortunately there was a good, cheap cafe locally, so we normally ate out there. Was a bit cheaper than the supposedly subsidised canteen as well.
Because of the heavy workload, everybody was looking for ways of bypassing the queue, and coming up with a "My computer doesn't work..." was one way they thought of bypassing this mechanism, but it very rarely worked.

John

 

[Kjonnnn]

When people are in the lunch room, i respect that that is their break or lunch time, and i dont bother them with idle chat chit or business matters.

The only way I can have a similar lunch is to leave the building.

 

[xmsre]

I'd recommend eating lunch away from the desk, then drop the issue... unless you intend to pay for the time. If you are in the US, you're a prime target for an FLSA lawsuit; ask Walmart.

 

[rosieb]

Maybe it's a personal thing, but if I'm at my desk (even if I'm eating lunch) I'm available. It seems like simple courtesy. There is no canteen , but there is a staff room where people can go to be "off duty".

I'm fairly hot on not accepting work that hasn't come thru channels, that's one area I want to screw down.

Matt
One of the reasons I think some people's morale is low is that they don't behave like adults (let alone like professionals) so they don't get treated as such, vicious circle.

Actually, I think we baby some far too much, they expect the organisation to offer flexibility to them , then get difficult over relatively minor matters - in a commercial environment (we're public sector), they'd be toast.

Yes I'm looking at rotas, but there needs to be a team feeling, in a small group, things happen. We ought to be able to support each other.

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

 

[sleipnir214]

rosieb:
If the rule is "If you eat lunch at your desk, you're on duty, but if you eat lunch somewhere else, you're off duty", then you will quickly find that your entire office area will become a ghost town during lunch time.

If it's important that the phones be manned during lunch I recommend your using the "lunch duty roster" idea or requiring that your subordinates to stagger their lunch breaks.


xmsre:
Your arguments will apply to hourly workers, but not to salaried employees. That's how WalMart got into trouble.



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