It’s the eye-on-the-ball stance that a good case manager takes that makes the difference for the long haul. Sure, parents love their children more than case managers love their clients, but that should enhance, not harm, the chances for success.
A Tough Place to Manage
This was a first for her – having to manage people who conveyed an element of physical intimidation. She wasn’t sure how to proceed and, sadly, she wasn’t sure whether she wanted her immediate boss to know the situation – at least, not yet.
Managing Hourly Employees: Two Stories
I usually say “battlefield promotion” with my tongue in my cheek when I’m talking about managerial careers, but Jim’s situation was close to being literally true.
Jim worked at one of those “quick oil change” places. He’d taken the job in early May, right at the end of his Junior year of college, planning to get [...]
Emotional Intelligence: Meet Phil
I once had a client we’ll call Phil, who came to see me because, as he put it, “Work is starting to get to me, and I’m not handling things the way I should.” He was a supervisor in a blue collar environment, mostly men, but an increasing number of women.
My usual strategy of [...]
Dear Ray: Counsel to a Newbie
Dear Ray:
I remember our last chat in the lobby outside the auditorium waiting for the main speaker to close out the conference. You seemed a little wistful compared to our previous encounters, and I wondered whether being up to your Adams apple in clients now is more of a cold shower than you’d anticipated.
As I [...]
EI meet Phil III
Privately, I affectionately refer to people like Phil as “lunkheads,” and sure, some of them do have a small dark side like the rest of us, - but still, they’re mostly decent people who’ve embraced their “character,” and are usually just looking to play out the string.
Phil liked me enough to go farther down the road with [...]
Emotional Intelligence: Meet Phil II
Phil’s boss wanted me to “fix” him, but what that really meant wasn’t clear.
Phil had been there going on 18 years, had outlasted several management makeovers, and an ownership change. Even though there were no barriers to firing him, like a union or strict seniority policies, there was no stomach for it either.
The real concern [...]
Managing is not for sissies
Not everyone takes to managing. I’ve seen highly competent people, responsible for big projects involving huge dollar amounts, totally fall apart when called upon to deal with a “people” problem in the workplace.
Too often, they “handle” it by simply not handling it, letting it play out, then - when the situation has broken wide-open - [...]
Managing and Parenting, Different (but the Same)
People can get really cranked up over this one! Frankly, I’d avoid the comparison if it didn’t keep coming up, and wasn’t so obviously true: peoples’ feelings about work colleagues - up and down the line - spring from very elemental needs — acceptance, approval, identity, and self-preservation (among others.)
So when I’m talking to a [...]
No Retorts, Please
I spend more time than I should stating what should be basic and obvious to supervisors: don’t be overly concerned about having a quick “comeback” when talking to an employee.
Our culture seems to nudge people to respond instantly - no hesitation - for fear of appearing weak. So when a supervisor speaks to an employee there’s [...]
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