| Current mood: |  bitchy |
Occupational Hazard
Construction workers need to wear their helmet before entering the building to protect their heads. Chemists need to wear laboratory gowns and gloves to avoid contact against corrosive chemicals. Drivers and passengers should always fasten their seatbelts.
Hazards can happen everywhere and the office is no exception. I work with Quality and people from Operations tag as fault finders and police who gives them tickets for every mistake they make.
With these labels on the back of my mind, I make it a point to give feedback using positive words and phrases. Trainings are even developed like motivational coaching to aid us in our coaching sessions. Despite my effort to sandwich negative between positive feedbacks, you can’t help but get hostile reactions every once in a while.
As I came back to my station one Friday, Joanne told me that she received a call from IT asking if she can give recording application access to an agent. She was confused why this agent (let’s call her Britney) is asking for access on our recording tool. Apparently, this agent thinks that we are choosing bad calls to audit.
Britney has been very vocal about how she never got a passing grade. Whenever I coach her, I asked her if anything is unclear but she said none. However, you would hear all her complaints from other agents.
Being the bigger person can really be a challenge sometimes. You really have to know your place so you don’t stumble down to her level. It would be pretty messy mistake and it’s not worth it.
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