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Sorry - Not My Table

 By

Paul  Kearley - Expert Author

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In a short question period after a workshop on engagement I did last week, someone asked: What do you say to someone who says, "It's not my job" and refuses to do what you have asked him or her to do?

We could wrestle with that nightmare scenario all day, but in reality, the answer goes a lot deeper than them just refusing to do the work, the answer goes right to the leadership of the company, and the vision they have set forth that they base all their decisions and actions upon. If the vision is not clear, and not upheld, then of course the workers will refuse to do the work. They don't get why it would be important, and they just don't see or understand what the company is about, and so, they don't see the work as important or viable.

Without a vision, the company will perish.

It's the company management's error: By not having a clear, detailed, concise vision, they have failed their workers, AND their customers.

I can't even begin to tell you how many times, as a customer, I have been exasperated by the behavior of a customer service agent when they refused to take an action or ask a question of their manager, saying "that's not my job".

If someone is in the business of serving customers, and someone wants a problem solved, then it IS their job. They may not have everything they need to satisfy them at that moment, but they find a way to make it happen. To act like the customer owes them something means they just don't get it, and, here's the rub, it's not necessarily their fault: It's their managers fault for not communicating and coaching the vision and values of the company clearly enough when they hired them.

So, if you are a manager and you are getting this negative response when you ask for cooperation from your workers, take a few minutes to revisit your vision. You may have to tweak it, or better yet you may have to write a new one... either way, you MUST get clear on what it says, and clearly coach everyone to base every action on the company's behalf on that vision.

The vision must be short enough for everyone to remember and clear enough so that every decision and every action can be traced back to and on behalf of it.

When it's clear, concise and the workers act on behalf of it, you'll get much less push back from your workers, and much more connection from your customers.


About the Author

S. Paul Kearley
Personal Best Training Solutions
Business Coach, Managing Partner
Dale Carnegie Business Group
paul@personalbestsolutions.ca  
www.personalbestsolutions.ca
506 432 6500

A successful salesperson, speaker and manager, author of over 350 articles and 3 e-books, Paul Kearley has coached many thousands of people since his start in the Personal and Business development business in 1985.  From Premiers of provinces to CEOís, or from salespeople to students, Paul has assisted them all to create alignment, build confidence, improve human relations, deal effectively with stress, amplify sales and strengthen attitudes.

A Business coach for Dale Carnegie Business Group, Paul is licensed to coach in leadership, management, customer relations, personal development, public speaking and sales.  Paul has worked with numerous companies and organizations from developing greater sales effectiveness with Jacques Whitford Engineering (now Stantec) to creating an environment where everyone sells, as he did with PEI Credit Unions, to making change stick with The Municipality for the County of Richmond and coaching JD Irvingís I.T. team to present more convincingly and with power.

 As Managing Partner for the Canadian Maritimes, Paulís responsibilities include creating a dynamic support team, building an ever-increasing client base, training new business coaches and delivering 100% client satisfaction.

To connect with Paul, simply drop him a line at paul@personalbestsolutions.ca  



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Article Published/Sorted/Amended on Scopulus 2013-03-18 12:07:05 in Marketing Articles

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