Houston, we have a problem      ~from the movie, Apollo 13

Have you ever been blindsided by a problem at work that, with a little more observation by you (or one of your people), the problem could have been minimized, or maybe even avoided in the first place?  It is usually true—where there is smoke there is fire.  But because we are too busy, or too far removed from the action, or because we are just not aware of the warning signs, problems can sneak up on all of us.  The results can be either a minor inconvenience to your daily routine, or a major expense to your organization in time and money.

Studies by Integra Realty Resources of more than 1,000 office workers in the United States and the United Kingdom revealed growing numbers of overworked, overwrought employees.  According to Florence M. Stone, “The surveys showed a worldwide pattern of endless complaints, put-downs, angry outbursts, trashed office equipment, and gave a name to the behavioral pattern—‘desk rage.’”  Over time, minor problems, left undetected or unresolved, can grow into big enough problems that can ultimately close your business for good.

So what are some of the warning signs that you can look for and address before they get out of control?  Below are the “top five” warning signs that danger may be lurking.  Deliberately search for these potentially hazardous issues:

Decrease in Morale

Is everyone fighting with each other?  Fights, gossip, rumors, theft,and unexplained equipment damage are a sure indication that there are deeper problems that must be addressed. Sarcastic comments made by staff and employees usually indicate frustration and an unwillingness to speak directly about their concerns.

Decrease in Productivity

“Why isn’t anyone working around here?”  If you believe that enough people exist to do the work, but the work is not being done correctly or on time, then leaders must search for the less obvious productivity problems.  Many times it is not a “people problem.”  Rather, there may be a problem with communications or with a lack of clear purpose.  Are your people bringing you problems but no solutions?  Perhaps they have not been given the authority or the training to solve routine problems.

Apathy

Things are not always what they seem.  We strive for harmony and peaceful cooperation in business, but sometimes we have to look beneath the surface to see if the peaceful cooperation is really apathy, bordering on discord.  A lack of disagreement, complaining, or questioning of potentially wrong decisions is a possible signal that there are hidden issues to be uncovered and addressed head on.  Conflict can be healthy in an organization. The lack of normal conflict, on the other hand, can cause problems if potentially harmful issues are not discussed, addressed, and resolved.

Willful, casual disregard to company rules, regulations, and policies may indicate that people just do not care.  Employees who have been properly oriented and trained but refuse to adhere to the rules may be angry about some other issues.  We are not suggesting that disobedience should be overlooked, it shouldn’t.  We are suggesting, however, that the potential exists for uncovering hidden issues.  Be sure to understand all of the issues before reacting to the presenting problems.

Increased Customer Service Problems

Why are customers complaining so much?  A sudden spike in customer complaints or product returns is a sign that some questions need to be asked of your people.  Poor customer service could be attributed to inadequate training, unclear communications, staffing issues, or an angry employee.  When an employee is angry or upset about an issue, he will usually punish his boss by taking it out on the customer.  An angry customer is less of a threat to the employee than an angry boss. Poor customer service issues are usually a result of underlying issues that, left unresolved, can cause irreparable damage to an organization.

Unwanted or Unplanned Turnover

Why is everyone leaving?  If you find your business is losing people for no apparent reason, you must find the real problem.  Is it the hiring process (interviewing and/or reference checks)? Or is there an issue with inadequate orientation?  Or are people being hired without adequate skills to do the job?  Administering a morale survey is one method that can be used to help understand the underlying problems.  The survey must be given with a specific purpose in mind, and any suggestions for improvement should be addressed in an urgent manner.

So, What’s a Person to Do?

Leaders must be on a constant, purposeful lookout for potentially harmful issues.  As employees (and managers) get increasingly heavier workloads with less time and resources to do the work, they may choose less-than-productive means to express their anger and frustration.  Gossip, rumors, theft, poor customer service, and an unexplained increase in turnover may be warning signs for much deeper problems.

Many times people act out in a negative manner because they do not have the skills or courage to speak up.  Such behavior includes reporting late for work, missed deadlines, sarcasm, and not adhering to company policies.  This passive-aggressive behavior may at first glance seem harmless, but it is dangerous and poses a real threat to every organization.  Leaders can be proactive and take some simple steps to help minimize the negative affects associated with unproductive behavior.

Proactive Leadership is the Answer

Leaders should facilitate open and honest dialogue with their direct reports through meetings, newsletters, suggestion boxes, and timely performance feedback.  An employee treated with respect and dignity is much more likely to behave in a manner that is acceptable and productive.  Specific positive reinforcement, sincerely given for a job well done, goes a long way to help improve morale and productivity.

Remember, if small problems are not noticed and resolved, they will not go away.  Rather, they will grow into bigger, more expensive problems.  Once “deskrage” occurs, everyone loses—customers, clients, managers, employees—the entire organization.  The power to be a proactive leader is in your hands.  You have the title.  You have the knowledge.  Do you have the desire? 

 

This article is provided as general information, and is not intended to substitute for legal or other professional advice.