Disruptive Employees Affect Morale, Customer Service

Every manager in the telecom industry is bound to have one sooner or later -- the disruptive employee who may be good at his job but who is affecting morale and, ultimately, customer service.

Disruptive Employees Affect Morale, Customer Service;
Thoughts, Tips for Managers On Dealing With Problem Employees

For Immediate Release
June 16, 2003
Contact: Tom Ellis
Ellis Communications, L.L.C.
Phone (417) 881-5635
E-Mail tom@elliscomm.com

PHOENIX, Ariz. (PRWEB) -- Every manager in the telecom industry is bound to have one sooner or later -- the disruptive employee who may be good at his job but who is affecting morale and, ultimately, customer service.

One employees negative attitude is highly contagious and can seriously damage the morale of an entire telecom work team while annoying customers as well," says David Saxby, president of Phoenix-based Measure-X, a company that specializes in helping telephone companies and other telecoms improve their customer service and sales. Whats worse, managers who coddle these individuals send a powerful message to the rest of the team that its OK to be cynical and even disrespectful as long as you do your job."

Saxby offers the following seven tips and thoughts concerning disruptive employees. Telecom managers should consult their human resources department before taking any action to deal with such problem staff members.

No 1. Every employee within the telecom must be held accountable for his or her behavior.

No. 2. Its unprofessional for any member of the staff to exhibit behavior that is verbally disruptive or destructive to other members of the team.

No. 3. Anger, crying and hostility in response to constructive criticism are forms of manipulation. These are unacceptable workplace behaviors and should not be tolerated in any employee at any level," Saxby notes.

No 4. Tell the offending employee that you are giving him a gift" of a paid Friday off. In exchange, he must use this day to carefully think about whether he would like to continue working at the telecom," Saxby says.

No. 5. Remind the disruptive employee that cynicism, finger pointing and negative attitudes are unprofessional and will no longer be tolerated. However, because you respect the quality of his work, you should give him an opportunity to turn his attitude around," Saxby suggests.

No. 6. If the employee chooses to continue employment, he should come to work the Monday after his Friday off with a plan outlining the specific steps he will take to change his attitude and become a positive team player.

No. 7. If the employee chooses not to take ownership of his attitude, he can either submit a letter of resignation or be terminated.

Remember that employee respect is earned," Saxby says. To be an effective manager, you need to treat each member of your staff with equal fairness. Employees who are treated fairly are more likely to behave professionally with customers."

Measure-X is a measurement, training and recognition company that specializes
in customer service and sales skills. For more information on Measure-X,
call 888-644-5499 or visit its Web site at www.measure-x.com.

                                                            
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