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Don’t Tell Me How To Do My Job – Hppy
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Prescribing Leadership
Training for Silos
Doctor’s Orders
About the Author Edgar Wilson
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Billy Connolly – Don’t tell me how to do my job. I don’t…
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don t tell me how to do my job
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Top 40 Don’t Tell Me How To Do My Job Quotes & Sayings
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Don’t Tell Me How To Do My Job
One of my very first managers had a little catchphrase she liked to use whenever she assigned out a new tasks. Without fail, she would tell us, “I won’t ask you to do anything I wouldn’t be willing to do myself.”
It was a nice sentiment, but the truth of it was, sometimes she delegated tasks for which she was not qualified. Usually, these had to do with specific machines or computer tasks, but more than a little bit of the time, she was asserting she had the will, when my coworkers and I knew she didn’t have the way–outside of asking one of us. At the time, it didn’t rankle us, but I’ve had more than my share of experiences since then where this issue got blown way, way up. In every industry, in every organization, and among every department, I’ve witness this same conflict:
People get really uptight about being told what to do by someone in management who doesn’t share their responsibilities.
Prescribing Leadership
Try as we might to present leadership as an integral part of any operation, too often there is a disconnect between managers and the managed. Broadly, this can be referred to as Production and Management.
Probably no one has captured this tension better than the old medical sitcom, Scrubs. If you have ever watched Scrubs, you ought to be familiar with the ongoing conflict between two of its most memorable characters, Dr. Cox and Dr. Kelso, who loosely represent clinical medicine and administration, respectively. Their conflict goes through everything from lightsaber duels to fistfights, and near-constant verbal sparring. It also perfectly captures the tension between two halves of a whole. They need each other–their work requires them both–yet find themselves constantly at odds as to how to balance their roles and their contributions.
Besides reaffirming the relevance and comic genius of Scrubs, I like to use this example because healthcare is particularly guilty of this disconnect. Doctors are constantly complaining that administration is micromanaging how they do their jobs–practicing medicine–without any appreciation for how difficult it is to be a doctor in the first place.
Administrators, under a combination of federal and financial pressure, are constantly struggling to get doctors and other caregiving staff in line with new initiatives, practices, and operational considerations.
Ironically, despite this hostility we are constantly losing doctors to the administrative world. The promise of better pay, more stable schedules, and relief from the many burdens of clinical medicine is drawing doctors into the administrative sector–though not in sufficient numbers that hospitals and medical systems have been able to limit recruitment to experienced physicians. This leads us to the first challenge of bridging the divide between Production and Management: training.
Training for Silos
The demand in government and in the private sector for more business sense in healthcare is driving the trend of bringing on admins with applied business experience, but not necessarily any clinical background. The pay is lucrative, the demand only growing, and opportunities opening up everywhere. Business schools are hopping on board with specialized MBA programs for Healthcare Administration–again, clinical experience is beneficial but seldom required for admission.
The same trends that make specialized MBA programs popular is also at the heart of complaints about the growing administrative class: these are business leaders, not caregivers. How can they manage a workforce they don’t understand? How can they respect an individual’s operational perspective, when they are preoccupied with the organizational, top-level perspective?
All of these challenging questions will often get condensed into one dismissive slogan:
Don’t tell me how to do my job.
Any good onboarding system–whether for C-Suite leadership or entry-level roles–should incorporate cross-training on the different departments and functions of an organization. More than that, though, there should be pathways for communication at all times. Angry slogans and and dismissive attitudes last longer when they go unchallenged; getting these people to talk through their grievances and understand the different perspectives the led to the division can force both to reconsider animosity and adopt more solutions-focused attitudes going forward.
Through better communication, you can turn “Don’t tell me how to do my job!” into “How can we help make each other’s jobs easier?”
Doctor’s Orders
Divisive mindsets are as much a chronic risk as they are an acute problem during onboarding.
Does “climbing the rungs” of the administrative ladder necessarily mean less engagement, more Us and Them conflict? No–quite the opposite, in fact. Employee engagement has been shown to increase along with career advancement. However, level of engagement and focus of attention are not the same thing, and moving into a new role very often carries some need to shift gears and change priorities. This, unfortunately, is where some of the tension arises.
Developing leadership, curating management, and empowering administration can all happen in a vacuum entirely isolated from the production side. After all, as we see in so transparently in healthcare, the sorts of skills required for admins are different from those that make for effective client-facing performers. The interests, risks, and considerations can be profoundly distinct, and lead to disconnect higher up the food chain without constant assessment and discussion.
The more an organization allows–or even encourages–different groups to retreat into narrow definitions of their roles, the more they support silo-formation around each function, each task, as well as each department. It might happen between sales and marketing; it might happen between the C-Suite and the entry-level. Wherever it occurs, it spreads like a virus and undermines everything.
Deconditioning this habit of mind and behavior has to remain a priority. Again, communication is the best antidote to disconnection and resentment, and it is best applied as a preventative, rather than as a reaction to interdepartmental strife. Whether leadership and other new roles are filled through advancement, or targeted recruitment, getting teams to work together requires them to communicate, empathize, and understand one another’s roles, challenges, and contributions.
Every member of the team has an important role to play. They may not be capable of doing each other’s jobs, but they can certainly help make each other’s lives easier.
Image licensed from Depositphotos.com
Don’t Tell Me How to Do My Job!
Empathy and Respect
Have you ever had a customer tell you how to do your job? While that hasn’t happened to me, I don’t think I would like it. But, what if the customer was right and the employee was wrong? What if the “suggestions” were valid, if not even the right way to get something done?
The other day I was flying home to St. Louis and arrived at the airport very early. I decided to try and get on an earlier flight. I’ve done this many times before. I approached the gate agent and asked to be put on the standby list. He told me the list was closed. I had never heard that excuse before. I have high status on several airlines and one of the perks the airlines offer to their frequent fliers with “status” is to fly standby for earlier flights at no charge. So, I challenged him, ever so nicely. I explained that this was one of the perks of flying a lot on the airline. He responded by asking me, “Are you telling me how to do my job? I’ve been trained and you haven’t.”
That was not what I expected him to say. Rather than get into a confrontation with him, I walked away, went to a different gate agent and made the same request. I mentioned that the agent at the other gate refused to put me on the list, and I didn’t understand why. Neither did this gate agent, so he kindly added me to the standby list.
I walked back over to the departure gate to wait for my name to be called. It turns out that I cleared the standby list and when I walked up to get my new boarding pass, the gate agent that originally wouldn’t put me on the list gave me a strange, if not angry look. I nicely told him one of the other gate agents added me to the list. He was obviously not happy. I just took my boarding pass and smiled as I walked away.
No, I wasn’t telling him how to do his job. But, I will admit to thinking that I probably should have. What I really wanted to say to him when he said, “I’ve been trained and you haven’t,” was… “You are right. You did go through training, but you must have been out the day they taught customer service.” But, I didn’t.
My goal is to be a nice and courteous customer, and sometimes it isn’t easy. We’ve all encountered the employee who is just not friendly or hasn’t been trained properly. It’s frustrating. It can even make you angry. I’ve written about this before. As a customer, we have to be nice. That doesn’t mean we can’t stand firm and speak up for our rights. But, we should do it with tact and courtesy.
Sometimes customers will approach us with suggestions that almost seem like they are telling you what to do or how to do your job. Don’t take offense. They are just trying to get something they think they deserve. Sure, there are unreasonable customers, but that’s a small percentage – hopefully very small percentage – of your good customers. When a customer makes these types of suggestions, listen to him or her with empathy and respect. Then, treat it as an opportunity to deliver an amazing customer experience.
Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information contact or www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken
(Copyright © MMXVI, Shep Hyken)
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#draft Because last time I check we make the same amount of pay so you cannot tell me what to do…now go wash some dishes MARY #fyp #trending #job #workingajob #butusher #boondocks
TikTok video from royalty👑 (@royaltytv04): “#draft Because last time I check we make the same amount of pay so you cannot tell me what to do…now go wash some dishes MARY #fyp #trending #job #workingajob #butusher #boondocks”. I could see it if was the manger telling me to do my job, I’de be like aye that’s the person that pays me | But an employee like me. original sound.
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