Work Coach: Manager must make rude worker clean up act

Q: Since becoming the office manager for a large medical practice, I have received numerous complaints about one member of my staff. Several people have told me that “Tricia,” our front-desk supervisor, makes harsh and demeaning comments to employees and even speaks sharply to patients.

Tricia has worked in the office longer than anyone else, so she is extremely knowledgeable about policies and procedures. Nevertheless, I’m beginning to think she’s a liability because everyone seems to walk on eggshells around her. How can I tactfully suggest to Tricia that she needs to improve her working relationships?

A: Telling a friend that her outfit is unflattering requires tact, but telling a rogue supervisor that she is out of line requires candor and conviction. As Tricia’s boss, you have both the right and the obligation to ensure that she exhibits appropriate professional behavior at work.

Based on the deluge of complaints, your predecessor apparently abdicated all managerial responsibility and allowed Tricia to do whatever she pleased. Now that this wimpy manager has left, Tricia’s colleagues obviously hope you will be the one who finally holds her accountable.

To make an impact, new managers must initiate change fairly soon after they arrive, so you need to address this performance issue quickly. If you continue to tolerate Tricia’s abominable conduct, she will reasonably conclude that you approve.

As soon as possible, you must firmly advise Tricia that rude and insulting remarks are unacceptable. From now on, she is expected to be courteous and respectful during all workplace interactions. If you find that she is unable to make this shift, then there is no place for her in a medical practice.
