Leave a Comment Dear Bev, One of our best support members is very unfriendly. She helps when asked, but would never go out of her way to ask if she can help others. When we do ask her to do something outside of her area of responsibility, she will do it but she walks away in a huff and frowns the rest of the day. She is alienating them and making it very difficult to get things done. There is a bottleneck occurring. One of my advisors talked to her but she started to cry and ran out of his office.
What do I do? Seth, Washington Dear Seth This is a behavioral issue. Is this person also very quality-control oriented, and not that sociable and outgoing in general? She is probably more focused on compliance and being conscientious, rather than on being upbeat, motivated and optimistic. There are individuals who are naturally less people-oriented. They are more skeptical; they like to be alone and they like to focus on the job at hand and do that job to perfection.
Does this sound like your staff member? Unfortunately we often want others to behave as we do and we misread the cues they give us. The problem might be your advisors who are staying away from her! Look at the quality and output of her work. Talk to her about specific behaviors if you like, but make sure you are very precise.
If you want her to smile more in certain circumstances, tell her that specifically. If you want her to enthusiastically respond when asked to do something, tell her specifically what that enthusiasm would look like. Figure out what you really want. What is the real problem? Make sure you are solving a real problem and not responding to differences in style and personality.
Beverly Flaxington co-founded The Collaborative , a consulting firm devoted to business building for the financial services industry in ; in she co-founded Advisors Trusted Advisor to offer dedicated practice management resources to advisors, planners and wealth managers.
She speaks frequently at investment industry conferences and is a speaker for the CFA Institute.