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Management

How To Deal With Toxic Staff

dealing with toxic co-workers

Workers spend a third of their lifetime at work so it’s a good thing workplaces are a lot more like our homes now with break out zones for time out and socialisation. These zones are set up for relaxation, and de-stressing, so they often include indoor games and activities like table soccer. The theory goes if your worker spends more time at work they’ll produce more. A byproduct is time spent with colleagues can turn into lifetime friendships away from the office which can be a good thing for the business. If your workers enjoy being at work they will stay there for more hours in the day. The flip-side to that wonderful outcome is having to also spend lots of time with ‘toxic co-workers’. These individuals may be bullies, and leave some of your employees mentally drained and it’s not only affecting the odd one or two people but the entire team. Toxic staff do not just limit your business productivity but also it’s morale and perception in the marketplace so hiring new staff becomes a whole lot harder.

How do you know if your worker is toxic

1.     He undermines everyone, to gain the upper ground

2.     He doesn’t respect coworker’ ideas or input and implies their ideas are his own

3.     He is a hypocrite, telling on his peers for action also he engages in

4.     He puts himself before anyone else and the company.

5.     He is negative in nature and makes fun of people in an insulting and depreciating way.

Surveys and studies on employee management show how important team dynamics are in organizations. A toxic employee in the mix can not only put a strain on the dynamics of a team but also impact on the confidence of your high potential employees who may either leave your company or just not reach their potential so dealing with a ‘bad apple’ so to speak, before it infects and ruins the lot is fundamental to the productivity and ongoing success of the business.

How to deal with your toxic-staffer

1.     Have an honest and frank discussion with the worker

Leaders step up in these situations, and follow the company procedure for dealing with bad behaviour. The person causing mayhem maybe doing it deliberately and therefore not mend his/her ways or without a leader’s input. They may however respect hierarchy so a leader can have a positive impact on them when they know what their doing won’t be tolerated. Toxic nature is learned and carried into adult life if it’s not been dealt with in their earlier life i.e. it needs to be picked up at school ideally before university. If this hasn’t happened then the onus is on the business leader to set and police the ground rules.

2.     Hold firm and discipline

Know what the rules of engagement are when dealing with bad behaviour and hold firm. Letting the person off the hook so to speak without punishment and you risk encouraging the toxic co-worker to carry and run riot with all they come into contact with. Create their boundaries and protect them. When they’re breached, make sure the disciplinary action is carried out and documented as required by the business.

3.     Focus on your business and its goals

Remember what you’re here for, why you’re in business and keep the focus on it’s success and the goals to achieve it. Employee management is part of running a business and while you may not be a natural people person take a course, engage personnel consultants and if you can hire an HR manager to take over the day to day management of your staff so you can focus on the goals of the business and do what you’re really good at.

Dealing with a toxic co-worker is certainly not an easy task, it draining at best and requires diplomacy. The best way forward is to remove the action and if not the person so your team can reach their potential so your business do likewise. Well crafted break out zones will encourage social activity among workers and this may be just what your toxic worker was seeking all along – to be part of the team!

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Management

Is Work-Life Balance Making Us Less Productive and Lazy?

smartphone

Striking the right ‘work-life’ balance is still the talk of the town among workers of all ages and experience.

Job seekers, are no longer afraid to mention they have a home life, and that they won’t be married to the job.

Also there’s the realities of harmful stress on health and relationships, it has been a reality check for many of us over the years and now we value more freedom and flexibility often more than our pay packet.

Businesses have been slow on the uptake however that is changing albeit not through altruism  but from it’s huge cost savings in operations including less office space and technology required.

Startups can engage staff where they reside not necessarily where the business is located.   Still there remains  some doubt as to it’s real value to economy.

Are we losing overall productivity?   Is flexi-time, more holidays and remote working making us lazy?  If you don’t have to go into the office why would you and is this affecting team relationships and the sharing of information?

There are so many questions and no right or wrong answer.

Work-life Conflict

Why is it still a thing some 40 years on?  To find out we need to look at some of it’s drivers; namely technology and women.  The work-life conflict was first mentioned by workers in the UK in late 1970s and a few years later in the US and here we are today nearly 40 years later still flying it’s flag, women probably more so than men.

Women

Positive female role models and more women in the workforce, has kept the movement alive and well and some might argue it has been the driving influence of better employment terms, and pay. Only recently it was reported Canadian women are investing almost as much as men in the market now and that’s due to the shrinking wage gap, and lower unemployment, among other factors.

Technology

The use of systems that allow workers to be monitored while working remotely, has given the power back to the Business. Not only can they keep tabs on their workers and their productivity via software like online chat they can grab the huge savings less office space and services allows.

Hot desks are now the norm in corporate offices. Plus companies can also get away with providing less technology too. Hardware like desktops are less in demand now as workers can use their own computers.

BYODs

Workers in many industries are now encouraged to use their own hardware and software. This means some may use Apple while others use Microsoft and then there’s also the array of smart devices in use too.

BYODs (bring your own devices) can be secure in the workplace with firewalls and other security systems. They access company systems and software as well as their own personal assets. This technology leap is a big win-win for both the user and the business.

Final thoughts

The way we work is forever evolving and technology means we are more connected now than ever before.

Reading emails and texts in the evening or first thing in the morning and on weekends suggests we are probably working more, and we’re more productive with our time now than previously.

What we do know is nothing stands still. Change is inevitable, especially in business, and with technology. Soon everything will be using AI, so you can be sure there’s a lot more transformation in the way we work and where we do it just around the corner.

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Management

Work Times Are Changing For The Better

phone

Leaders in business have always had more leeway with their working hours.  They have never been restrained by the standard business hours most of us are contracted to do every week. You know what I’m referring to, most ‘wage-slaves’ i.e. employees, need to work Monday to Friday between 8am and 6 pm, for 40 hours a week.

Flexi time for workers has crept in, in many industries, over the years, particularly with startups and more forward-thinking organisations keen to get the work-life balance right. Remote working has been popular with these businesses, but any change to the norm has been slow progress particularly with the mainstream majority. Let’s take a quick look at the adoption curve which explains uptake trends.

Adoption Curve

The early and late majority is the big peak in the ‘rate of adoption’ curve aka diffusions of innovation.   This curve presents the way innovation (particularly in technology) is adopted by us – human kind and the curve is an illustration we can view and instantly comprehend.

Work times are changing but arguably it’s yet to become the norm with the ‘majority’, (the peak in the curve). There is some way to go before we see real change the times we work and for it to be part of our employment agreements.

Slow on the uptake

Business owners and their management have not been quick off the mark with remote working or flex time and there’s a perfectly valid reason for their reluctance.

Trust and accountability

A lack of trust and the ability to keep a watchful eye on staff, when they’re not in the office, is the main reason for the slow uptake of more flexible working hours and working away from the office.

Leaders are inherently naturally driven and motivated to put in the hours due to their status within the business, therefore working from their home or holiday is not a constant distraction. Their staff are likely to take more liberty with their new work environment and a lack of personal oversight has deterred many businesses to the leap of faith until now.

Technology

Technology is the game changer and it is empowering businesses, like never before. There are many tools like chat Apps, readily available to assist both staff and management’s trust issues.

Chat App

Staff can be hired in different locations and remote workers can be part of team meetings via conference calls.  Plus there’s the use chat bot software so the power and control is there for the business to watch over their staff.

More Flexibility

The natural progression of work is more flexible work times, as jobs also change.  The earlier risers can get their work done when they’re most productive, in much the same way as the night owls among us can log on and be equally as productive during the dark hours of the day. Rising early though has gotten a lot of attention lately.

Just look at the rising times of some well known Entrepreneurs.  BBC has recently done a story on the unorthodox waking hours of successful business owners, celebrities and famous people and questioned if rising early meant more success.

Apple’s CEO Tim Cook is up at 03.45am and Actor, Entrepreneur, Mark Wahlberg really uses the 24 hours in day to work for him.  Rising at 02.30am and going to bed at 7.30 pm.

No longer does it need to be daylight before we rise and get to work and it’s likely this way of living where we elect when we work during 24 hours of the day, will extend to the rest of us non super stars, as evidence suggests, when productivity goes up so to does the revenue and profit.

So as for the early bird does get the worm idiom, yes it’s real but for everyone and that’s why work times are changing as businesses need to be more competitive.  The desire to make more money will keep pushing the envelope in all areas of business and with the enabler of technology to track and measure us, it won’t be long before there’s no such thing as standard work times.

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Management

Giving Your Travel Business An Edge Through A Call Handling Service

people, calls

It is clear that the telephone plays a vital role in the day-to-day running of businesses, especially for a travel agency. With the development of digital technology, the telephone can now be carried by anyone in the form of a small hand-held device wherein you can call, chat or video chat with someone located on the other side of the world in real time, and seek and find information on just about anything through the internet, all at the touch of a button or a click of the mouse. This technological breakthrough has made being connected not only easy and convenient but also a must. But what happens when the calls continue to come even after work hours and even during holidays?

If you take a close look at a business such as a travel agency, this is exactly the type of organisation that can really benefit from a call handling service.

Taking Bookings

The primary role of a travel agency is to make airline ticket bookings, which is a role that a virtual receptionist can carry out from a remote location. Remote bookings are now made easier because of the Internet. The digital platform provided by the Internet makes it possible for a professional receptionist who is remotely located to book flights for clients. Because all travel businesses have to use a cloud-based online booking system, the call centre can easily access this, allowing the receptionist to have up-to-date information on bookings.

By having someone to answer phones for the travel business round-the-clock, none of its clients are left ignored. With just a call at any time of night or day, clients will be confident that a travel business personnel will always be around to book their flights once they decide on the schedule.

When you’re running your business remotely a virtual receptionist service can made a fundamental difference to your customer service.

Providing Information

A virtual receptionist would be able to answer queries about flight availability or enquiries on working out a connection to somewhere on the other side of the world, just as anyone would if they were actually in the travel agency office. This is a skilled job for anyone, yet it does not mean that the person must be located within the premises. In fact, many travel agents use call handling services as this is the most cost-effective way to offer a professional service to their clients.

Booking Holidays

While some travellers like to book their flight and accommodation separately, there are many who take advantage of the package tours on offer and by using a virtual receptionist who is fully-briefed on all available packages, they can make bookings on your behalf and the customer would assume the receptionist is located at the agency premises.

Busy Periods

Holiday season and other festivals are definitely busy periods for travel agencies and if your receptionist is stretched at this time, why not let a call handling provider deal with any extra calls? We all want to get away in the winter months and during the peak holiday season, you can use a call handling service and when things get quiet down again, you can put a hold on the service.

Holiday Cover

Even people who work in the holiday industry need a holiday sometimes and losing your receptionist for a couple of weeks could really put a spanner in the works. With an established call handling company at your beck and call, you are always assured that your customers will be greeted professionally and your business will not suffer.

Customer Satisfaction

If your main goal is to ensure that questions and requests by clients are paid enough attention, then hiring a virtual receptionist will be beneficial for you. A virtual receptionist is trained to handle calls courteously and professionally, so you are rest assured your clients are talking with well-trained people round-the-clock.

Profit Increases

With the top-notch quality of service virtual receptionists are giving your clients, you can increase your profit while saving on labour costs. Satisfied clients can bring in new clients through word of mouth. Plus, calls by those who are only available after work hours are also paid attention to.

Unlike in-house receptionists, virtual receptionists are paid only with the service they provide and once they provide it. They can answer large volumes of calls with unwavering amount of attention to every call.

If you run a travel agency, talk to an established call handling provider and they are sure to have a package that is ideal for your business, and if used as a back up to your directly employed staff, this service is an essential requirement for all businesses.

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