JJ's (Aug '06) Tips in this issue:
1. Restoring Trust & Commitment After A Poor Evaluation
2. Favorite Quotes
3. Tele-Coaching & Tele-Mentoring
Use the following tips as training tools.
Present this situation to your group and brainstorm solutions together, or submit
your own situation question to be answered in an upcoming newsletter.
A reader wrote: "Recently we had a branch meeting at my job, and my assistant manager read an article that you wrote on trust, and she even gave
copies of it to the employees.
I work in the public and am very proud of what I do. Bosses come and go.
I've been at my job for 7 long years, good worker no doubt, excellent evaluations until this latest one the other day.
To make a long story short, the evaluations scale is 1-5, 5 being the greatest of greats!!! (Mine) were all good except on one part. The new
boss who has only known me less than a year, gave me two 2's! I was furious!!!
I wrote my human resource department and had a meeting with them today. They
say she's new at this. Believe me, she'll be evaluated on not being an approachable boss (by me).
Meanwhile, I'm still very hurt, and just can't seem to shake this!!!
You wrote in your article about TRUST. And you said, "THE WAY WE TREAT OUR
EMPLOYEES WILL DETERMINE HOW THEY TREAT OUR CUSTOMERS. WE MUST RENEW OUR
COMMITMENT AND TRUST TO OUR EMPLOYEES AND CLIENTS FREQUENTLY. THIS WILL
KEEP US CUSTOMER-FOCUSED".
How do I get over the fact that my boss is not approachable, and the trust
is not there. Remember, I never had this problem in all my years at other
I don't speak to her. I only say what I have to, no more, no less!
Of course, that affects my raise, but to me, my self worth is more important. Please email an answer, so I can move on!"
Ask for a meeting with your boss, and ask her what you can do to bring your
2ıs² up to 5ıs². Then listen to what she has to say. You need to hear how
It is possible that she has not had enough interaction with you to give a
high rating and she sees the 2 as neutral. Also some people do not ever give
others a 5 because they feel all people have room for improvement.
The worse thing you can do is sit back and continue to internalize your uncomfortable situation. Give her some slack as she is new to your
workplace and will need time to adjust.
Speak to her to get to the bottom of what she expects from you (that you are
not delivering) in her mind. Then you have something to work on, and you'll
probably improve to be more valuable to your company too.
Employees need to train their managers on how to be great bosses too. Perhaps this one is in need of your help to be a better boss for you. Try
it, you have nothing to lose, except your anger and a few old work habits
that may need revamping.
Work with your boss and assistant manager to lower the barriers in your workplace. Ask for help to bring up your scores, AND ultimately show
that you TRUST THEM to help you be your BEST. You will then be indirectly helping
My last newsletter, Tips from JJ (July '06) Crucial Conversations, would
give you some insights into how to have this crucial conversation with your
boss. Also the July '06 newsletter, Reflecting to Prevent Wake Up Calls,
could also be helpful. Both can be read by going to my home page and clicking at the bottom of the page on Archives.
Reading and applying the Crucial Conversations book examples have been
helpful professionally and personally to my clients, family and me. It tells
you to come from your heart and ask yourself a few important questions before proceeding with crucial conversations. It has a way of bringing out
the best in you and others, and preparing you for positive outcomes.
Perhaps this is your next step to restoring the faith and trust in your unapproachable boss. You can open the door to eliminating your ³hurt² and
help your boss restore the trust that is needed. Turn your preoccupation
with feeling hurt into constructive action that can potentially benefit everyone.
Remember, think from your heart! You will then know what to do to restore
the harmony in your work environment.
JJ's FAVORITE QUOTES:
"The distance isn't important; it's only the first step that's difficult."
- Marie de Vichy-Chamrond
"Why not go out on a limb? Isn't that where the fruit is?"
- Frank Scully
"Kites rise highest against the wind, not with it."
- Sir Winston Churchill
Tele-COACHING & Tele-MENTORING
TRY our one-on-one Tele-Mentoring (phone coaching service) that is available
to business owners, executives, managers, supervisors and staff members.
Call for your FREE CONSULTATION now!
DO YOU WANT TO IMPROVE in an area? Sales or Service?
* Dealing with irate internal or external customers?
* Motivation and growth of your people?
* Leading and Coaching your staff?
EVALUATION OF YOUR ENVIRONMENT:
Have you had an Evaluation of Your Environment lately so you could receive suggestions on improving it? (It's like the doctor's check up, you
often don't know you need it, until after you've had it.)
JJ Lauderbaugh, CMC
408 445-1590 or 800 500-9656
1716 Husted Ave.
San Jose, CA 95124.
JJ works with companies that want to give exceptional customer service to
increase sales, and with Directors and Call Center/Help Desk Managers who want to improve human performance.
She's an international speaker, trainer, facilitator and certified management consultant (CMC) on customer service management, specializing in
performance improvement, call centers, up/cross selling and outbound
For training resources, free articles, tips and streaming video, go to our
web site at
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İ JJ Lauderbaugh, CMC, Lauderbaugh & Associates, Inc., 2006. Reprinted with
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