She had the patience of a saint

I am lending an organisation some support through a transition phase and it has been a very interesting experience I have to say - not least of which I get to share my experience and expertise and I get to learn a lot from other people as well.

One lady I sit close to on a day to day basis has been responsible for most of the training during the system rollout. There was nothing wrong with the training, I sat in on it, what was a problem was the simple fact that the new system was delayed by several months (not her fault). And that's a long time to go between training and use. There were many training follow ups, everything was documented - and because of the diversity of office locations, video training was also provided via the corporate intranet. Given the phone calls I have heard, not everyone took advantage.

Of course with most system rollouts there have been hiccups - the new software it turns out isn't quite compatible with some of the other installed programs, and there have been some grumbles as things don't work quite as well in the new environment as the old one.

And amongst all of it is a young woman who spends all day answering questions from people who can't "remember" their training. The thing is, if she can't resolve the person's issue over the telephone she visits them in their office to show them - again. She has done some mileage since the system was installed let me tell you.

I had chance to meet with her supervisor today - and I mentioned to her how impressed I was with this lady's attitude and temperament. Now it may just be that she is naturally patient, I really don't know. But her supervisor was grateful for the feedback. (HINT: You never know who you are influencing - something to remember as you go about your day-to-day activities - but more of that in a moment).

Have you seen the show "undercover boss"? It's quite fascinating, a senior executive takes a week "off" to learn how their business is actually being run ... by people who are usually at the lower end of the pay scale within the company - and the programs I have seen, these same people also tend to be on the front line of customer service. They have the power to make or break an organisation - and what is surprising to me is that the senior exec's don't appear to know this!! They sit in board meetings making decisions, but have no real idea how those ideas are going to be felt within the rank and file of their employees. The program I saw last night saw them post a 10% pay cut to the "workers" (I doubt whether the seniors took the same cut - but that's my conjecture)... and the devastating effect that had had on some of those unable to cope BEFORE the pay cuts.

Have you stepped into the shoes of a co-worker? Have you done their job for any length of time? Could you do their job for any length of time? Could you have the patience of a saint while you
a) learn the job or
b) answer questions and queries relating to the job you are being asked to do?

There are several things I would like you to think about:

1. No matter where you are on the pay scale - someone is looking up to you.
2. You may consider your job to be the lowest of the low, but that doesn't mean your attitude has to be negative. You can be the best at what you do - I believe it comes down to attitude first and foremost and skills and training second and third.
3. If you see a new person, or are responsible for a new person within your organisation
- ensure they have the right tools to be able to do their job - if the systems aren't in place it is costing the organisation money and the new person - frustration.
- ensure you pass on all the right kind of Occupational Health & Safety messages - 1st day is the day when a significant proportion of accidents happen.
- get some end of the first day feedback - what were the frustrations / concerns. What worked, what didn't?
4. And for goodness sake if you are one of the senior members of an organisation - PLEASE, PLEASE, PLEASE find time to know how your organisation works and who is doing what.

With VERY many thoughts

Elle