ROANOKE TIMES
Copyright (c) 1996, Roanoke Times
DATE: Sunday, November 17, 1996 TAG: 9611160014
SECTION: BUSINESS PAGE: 2 EDITION: METRO
COLUMN: Working It Out
SOURCE: CAMILLE WRIGHT MILLER
Q: A new companywide communication system was recently installed. There are a few glitches, but overall it's more convenient for those who work here. The downside is that outsiders don't understand the options or language protocol and get "lost" in the system.
People are frustrated by the time they reach us in person, on the phone, or on voice mail. Upper management doesn't seem bothered by it, but our customers are increasingly frustrated.
A: Inconvenienced customers eventually demonstrate dissatisfaction by taking their business elsewhere. In the meantime they make work less pleasant and more frustrating for a company's employees. It's important that your organization get continued feedback and act on it.
Record complaints and ask co-workers to do the same. Bring complaints you've received to the attention of your supervisor. If your supervisor is unresponsive, suggest that others have received similar complaints.
Offer to collect complaint records of your co-workers and compile the results as a report - so your supervisor will have hard evidence to make a case to those who control the current communication system. In that report, highlight suggestions for simple ways the system could be improved.
Your efforts, carefully directed, could bring attention to both your problem-solving skills and your concern for the company's well-being. Both are important to future promotions.
Q: I'm interviewing out-of-town next month for a supervisory job. This is going to cost me more than I'd budgeted, although I can cover the expense. A friend said the company should pay, but I feel funny asking for money. Do companies usually pay travel expenses?
A: Paying travel expenses for job candidates is part of the expense companies expect to incur in the hiring process.
When offered an interview in a distant location, discussions usually focus on scheduling. Once you've agreed on a date, ask what travel arrangements are available. The company's representative should be able to tell you which arrangements they'll handle (often hotels and meals), which arrangements they'll leave to you and what expenses they'll reimburse (usually mileage or air fare).
It's important to note that when traveling on the company's expense account, you should travel as economically as possible. Doing so adds to your professional image.
If a company is unwilling to reimburse expenses, rethink the interview carefully. Do additional research. Companies unwilling to incur standard "costs of doing business" may not offer solid employment opportunities. Beyond travel expenses, think about your reluctance to raise issues that make you uncomfortable. If it's a matter of not knowing what's acceptable, find a mentor familiar with corporate protocol or spend time at the library. If you fear being rejected for asking questions, talk with a counselor - you want to become comfortable behaving in a manner expected of managers and supervisors.
Q: I was at a meeting where a cell phone rang. Its owner answered and began a lengthy discussion with the caller. Those present tried to be polite and either stopped conversations or lowered voices to whispers. Everyone seemed embarrassed. What's the correct approach?
A: Meetings are scheduled to conduct business face-to-face, as is the case with committee meetings, or to provide opportunities to learn, reconnect and network - as evidenced by professional associations.
Most cell-phone users are considerate of others even as they attempt to multitask by getting the benefits of a meeting while simultaneously conducting other business.
The correct approach is for cell-phone owners to silence cell phones before entering meetings. Calls should be forwarded to a voice-mail system for the duration of the meeting.
Inconsiderate behavior needn't be tolerated. When an incoming call threatens to disrupt conversation politely tell the phone owner that "we're having such a good time, you may want to take that call somewhere else so you can concentrate." Then continue the conversations at normal volume.
If business is pressing, the phone user will exit for the call's duration. If inconsiderate use of the phone is an attempt to show one is an "in-demand" individual, continuation of normal conversation reinforces that such status-bids aren't having the desire effect.
Inconsiderate phone users will get the message that, while a marvelous piece of technology, cell phones won't be allowed to interrupt the purpose of meetings.
LENGTH: Medium: 82 linesby CNB