What can we say about those rascal employees? Happy to take money from the business but not normally so pleased to take any responsibilities! Don't allow it to happen! Make them work for their money. Listed here are six things they say in order to avoid taking responsibility and six ways it's possible to combat this.
1. "I would like to help you but they’re the boss’ rules". A classic! This special expression is of course mostly heard when one of the staff members needs to handle an unhappy customer. In a sense it's a stroke of pure genius because it will devoid the member of staff of assuming any responsibility whilst making certain that the customer will promptly request to talk to the manager. This will guarantee that the manager has inherited this particular problem and then leave the member of staff but an interested onlooker in a battle of wills involving a disgruntled manager and a dis-satisfied client. The best way to handle this is to courteously explain to the customer that on no account would you undermine an employee by contradicting their decision (ensure staff member is stood next to you for maximum effect).
2. "You have got a problem". It's usually proclaimed by a looming member of staff who has a rather anxious look on their face. It's best handled by informing them "No, you've got a problem", an easy rejoinder. Of course the employee will gaze at the boss in amazement as he or she re-evaluates the manager/employee role and where he / she fits into this. "But," the employee squirms, "that is likely to involve me making a decision, dealing with a problem and deserving my salary for a change." Baffled you explain to him that this has always been the prevailing theory. "I am paying you to resolve issues not to cause them" you say quietly as you take a look at the sport's pages of your favoured newspaper.
3. "That is not in our contract." This particular type of phrase is often said by disgruntled employees right after you have asked them to rearrange the filing cabinet. However what they don't know is contracts aren't job descriptions. One would imagine that job descriptions were primarily for the purpose of describing a job but even that is not the case. No document is likely to record all and only all of the responsibilities that a member of staff is supposed to assume and job descriptions usually end with "and all other tasks that the manager deems suitable". Therefore, unless it's against the law, it is in the contract. The easiest and quickest way to combat this is to keep a contract to hand to prove that said contract in fact lists rather little information regarding the job, just expected standards of dress and conduct.
4. "We are not paid for that." This is fundamentally an expansion of point 3. Do not get drawn into asking “What specifically are you paid for?” as this will take you straight down a blind alley without having a Labrador to hand. Ask them who exactly decides the day's jobs and responsibilities and when they state the boss (which they're going to) stand by and grin a grin of pure satisfaction.
5. "I am a salesman not a cleaner" The brilliance of using the title of the job as a way of restricting responsibilities. "If my occupation is actually sales advisor then, in that case, I'm only able to advise customers in sales!" Congrats, you've earned twenty house-points. The most beneficial thing management could do now would be to count backwards from 12 and after that ask the employee to offer examples of job titles that suitably encompassed all the duties associated with, say, a manager. Just stand aside and watch the sardonic smile of the member of staff who realizes they had activated mouth prior to brain.
6. "In my old job the boss always dealt with all the upset clients". This particular sentence has a subtle point. You, my existing boss, are substandard to (please insert name) my preceding boss. The best way to take care of this could be to inform your staff member that his / her former manager was clearly lacking in managerial nous. This is not, unfortunately, the most tactful of ways to manage this situation. Better would be "Well, one of my old staff members used to handle all the upset customers. So there!"
Do not allow your employees to not assume responsibility. Unless they want an angry manager that tears his / her hair out at every single opportunity they'll need to pick-up the slack and prove they are worth their money.