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Answer You - Volunteer Management: Grievance and Complaints
Are You Ready to Move Up Market? malfunctioned the day before the meeting, (heat retention damage to her most recent files) in fact while leaving, that same meeting, she asked my dad if he thought I would help her sort it out.Are you working with the same level of client you were a year ago? How about the same type of client as two years ago? If the answer is "yes" then it's time to look at moving "up-market."Moving up-market means you either offer more comprehensive (read, more expensive) services to your existing clients or you up-shift to a higher end clientele.Why? Because the people you work with are a lot like a fish tank...and you're the fish. The bigger the tank, the bigger the fish. For you to build a bigger, higher income business means you need a bigger tank.Here are two key up-market opportunities:Opportunity #1 Up-market Your Service What is it you really want to help your clients achieve? When I asked a recent HorseWise retreat client this question, she immediately blurted out an idea she'd been harbouring for some time. The moment she did, we both knew her business was about to embark on a new course.My coaching request to you? Pick a really, really big, juicy, painful problem your clients experience. Focus on solving it. Exclusively. Charge a lot for it. Then enjoy your new up-market status.Opportunity #2 Up-market Your Clients Have you ever had "plate envy" at a restaurant? You know, where what the person at the table next to you is served looks a zillion times more delicious than what you ordered.I bet you also have a touch of "client envy." Where you really want to work with a higher end clientele but something is holding you back.My coaching request to you? Get over it and go for them! Focus 50% of your marketing time and attention on getting known within a higher-end client circle. Choose a fancier zip code or set your sites on clients with a higher income (meaning, more money to spend). The point is to choose. Now.Moving up-market will galvanize you into a new level of thinking about your business. Sure, it can be a little scary at first. But I guarantee that when you move up-market you'll spark fresh ideas on new and better ways to serve your clients. Up-marketing your business will also help you earn a lot more money for less work.And after all, isn't that what moving up-market is all about?* You are welcome to publish this article in its entirety, electronically, or in print free of charge, as long as you include my full signature file for ezines, and my Web site address in hyperl I sorted out the computer, said that if she had only being using MsWord, instead of Wordpad, she would not have lost her priory exhibition texts, I’ve even offered to help her learn how to use all the features of Word while helping to write her ‘reporting responsibilities’ document, that would have directly resolved’ the root of the original conflict. The fact is that she only even talks to me when its convenient for her, ie when she needs something, before her computer issue I don’t think she has said more than 3 consecutive words to me since last October. Even at the opening, there were times when Me Medical Transcription - A Glamorous Lucrative Career Dear committee,What is medical transcription?The process of transcribing doctor-dictated dictations for the purposes of documentation as a medical record is simply termed as medical transcription. The person who transcribes the dictations into a document is a medical transcriptionist or a medical transcription professional. The process originated in the West. The person who did this job used to be called as a medical assistant who used to be with the doctor at the hospital writing down notes instructed by him. Advancement of this process is electronic conversion of the dictations.Why and who?For insurance purposes and maintenance of medical records. The major player outsourcing medical transcription work is USA. Canada, UK, and Australia have some. The outsourced countries include India, Philippines, Indonesia to name a few among others. The medical transcription professional needs a wide knowledge of medical terminology, American English, and critical thinking skills that may help him/her to interpret what is dictated to produce accurate documents. The dictator speaks over a hand-held device called a Dictaphone or a electronic recorder or a device which has a 1-button solution to upload his voice into the server. The transcriber downloads them at his location through a server that is provided to him by the organization he works for. He then transcribes the dictations into medico legal document.Why outsourcing?Medical transcription happens to be one of the earliest BPO jobs outsourced to India. Indians have strong English communicating skills due to the curriculum followed from the days pre-independence. The time difference of 12 hours between India and USA makes it easier for the doctors/clinics to have their reports on their table at their next visit to the clinic. Furthermore, cost of labor is much cheaper for the outsourcer.Potential?Medical transcription has a strong employment in both India and the United States. One can work for a company that serves for the Healthcare Industry. The model also involves working at home as independent contractors. In India, the independent home transcriptionist model is growing to gain much popularity. It is said, still a larger portion of the work is still to be outsourced from US. Both NASSCOM in India and the US Department of Labor have identified this career as having a higher growth potential year by year. I do not wish to continue the proscribed process as outlined in the action points of the last committee meeting regarding my grievance with Meg. It seems obvious that with Meg’s abject refusal to even attempt to redress the problem that any process will fail to effect change without putting the museum directly into a potentially destructive process. Please find the attached document ‘Complaints.rtf’, which outlines the processes that are notionally in use, I must stress that this is a draft, and should not be considered anything more than my personal notes on the problem. Please circulate as appropriate. Because there has not been a coherent effort to document this, until now, what has not been noticed is that this is a system which requires command and control structures that don’t, and can’t, exist within a totally voluntary organisation. This power vacuum is a natural consequence of the fact that, increasingly, we are all volunteers, thus among other inconsistencies, the required level of perceived authority to execute this style of system where one volunteer has to exert speculative control over others does not exist. This can be seen in the question of ' which hat am I wairing' and the confusion generated where direct reporting and operational lines are combined into one person with two 'hats'. To extend the argument, I think since a hierarchical system is failing to manage with grievance and complaints, the idea of a more communal arrangement is worth some consideration, ie there have been two complaints recently, incidentally both of which can be directly linked to Meg’s interference. In this communal environment, if a complaint can not be resolved informally, it passes to a ‘committee of the whole house’ type meeting for all volunteers and management to ask the questions of all concerned and to vote on a consensual solution. As a by product of this thinking, I would seriously recommend that management committee meetings be opened up to all volunteers, and the formal directors meetings reduced to the circulation of written reports, effectively reverting to a more passive entity, ie as things were before committee members were actively getting involved in operations. I don’t want to teach people how to suck eggs, but my situation doesn’t give me much choice in the matter as I have a unique insight into the workings of the museum, and I would hate to think that this painful episode has not produced anything of benefit to anyone. With kind regards, ---------- Dear committee, It has been 3 weeks since the last committee meeting at which, as I understand the situation, Meg was ‘asked’ to informally make some ‘attempt’ at ‘resolving’ the ‘personal’ ‘issues’ between her and I. Please excuse the excessive use of quotation marks above, my feelings as to the failures of the past should be obvious - that is not important as we look to the future, continuing in the same way. Nothing happened, or even looks like progress, I don't know what to do now, was hoping for some advice at the opening. Well, I’ve gone out of my way to give Meg reasonable opportunities in which to start what ever process was indicated, including fixing her computer which had malfunctioned the day before the meeting, (heat retention damage to her most recent files) in fact while leaving, that same meeting, she asked my dad if he thought I would help her sort it out. I sorted out the computer, said that if she had only being using MsWord, instead of Wordpad, she would not have lost her priory exhibition texts, I’ve even offered to help her learn how to use all the features of Word while helping to write her ‘reporting responsibilities’ document, that would have directly resolved’ the root of the original conflict. The fact is that she only even talks to me when its convenient for her, ie when she needs something, before her computer issue I don’t think she has said more than 3 consecutive words to me since last October. Even at the opening, there were times when Me Steps to Hiring Top Quality Employees don’t, and can’t, exist within a totally voluntary organisation. This power vacuum is a natural consequence of the fact that, increasingly, we are all volunteers, thus among other inconsistencies, the required level of perceived authority to execute this style of system where one volunteer has to exert speculative control over others does not exist. This can be seen in the question of ' which hat am I wairing' and the confusion generated where direct reporting and operational lines are combined into one person with two 'hats'.Your business will rise or fall according to the quality of individuals you hire. As King Solomon observed, "Like an archer who wounds at random is he who hires a fool or any passer-by" (Proverbs 26:10 NIV). Poor hiring decisions will hurt your business, but effective interviewing will screen out weak performers and highlight those most likely to contribute to your success.Be Prepared. Effective interviewing begins with a clear, written description of the basic job qualifications. Start by determining minimum levels of typing speed, computer expertise, knowledge of machinery, or other specialized skills necessary for proficient job performance. Your local office supply store may have standard tests available to help you develop methods for candidates to demonstrate the required skills.Next, develop a list of essential interview questions, inquiring specifically about each candidate's past jobs. Ask for a summary of responsibilities that were added in each job to determine whether a solid progression toward more responsibility has been established. Several revealing questions include, "What was the most important aspect of your job?" How was success determined?Look for an understanding of the job. Surprisingly, many people interview for positions with limited knowledge about the job. After outlining the responsibilities of the position, ask, "What skills do you believe are necessary for this position?" What skills do you possess? A new hire will become quickly disenchanted if the job is different from what is expected, and you will gain key insight if the candidate understands what is expected.Look for Vision. Ask candidates where they see themselves in six to twelve months. An employee who comes in with unreasonable expectations will soon become restless and quickly move on to the next job. On the other hand, a candidate without short-term to mid-range goals may also have a lethargic attitude that will spill over into poor performance. Ask about future educational plans to gain a sense of the person's direction. As it says in Proverbs 29:18, "Where there is no vision, the people are unrestrained" (NASB). A worker without vision will likewise be ineffective.Discover Their Willingness to Learn. Another good question to ask prospective employees is, "What have you learned from each previous job?" Follow To extend the argument, I think since a hierarchical system is failing to manage with grievance and complaints, the idea of a more communal arrangement is worth some consideration, ie there have been two complaints recently, incidentally both of which can be directly linked to Meg’s interference. In this communal environment, if a complaint can not be resolved informally, it passes to a ‘committee of the whole house’ type meeting for all volunteers and management to ask the questions of all concerned and to vote on a consensual solution. As a by product of this thinking, I would seriously recommend that management committee meetings be opened up to all volunteers, and the formal directors meetings reduced to the circulation of written reports, effectively reverting to a more passive entity, ie as things were before committee members were actively getting involved in operations. I don’t want to teach people how to suck eggs, but my situation doesn’t give me much choice in the matter as I have a unique insight into the workings of the museum, and I would hate to think that this painful episode has not produced anything of benefit to anyone. With kind regards, ---------- Dear committee, It has been 3 weeks since the last committee meeting at which, as I understand the situation, Meg was ‘asked’ to informally make some ‘attempt’ at ‘resolving’ the ‘personal’ ‘issues’ between her and I. Please excuse the excessive use of quotation marks above, my feelings as to the failures of the past should be obvious - that is not important as we look to the future, continuing in the same way. Nothing happened, or even looks like progress, I don't know what to do now, was hoping for some advice at the opening. Well, I’ve gone out of my way to give Meg reasonable opportunities in which to start what ever process was indicated, including fixing her computer which had malfunctioned the day before the meeting, (heat retention damage to her most recent files) in fact while leaving, that same meeting, she asked my dad if he thought I would help her sort it out. I sorted out the computer, said that if she had only being using MsWord, instead of Wordpad, she would not have lost her priory exhibition texts, I’ve even offered to help her learn how to use all the features of Word while helping to write her ‘reporting responsibilities’ document, that would have directly resolved’ the root of the original conflict. The fact is that she only even talks to me when its convenient for her, ie when she needs something, before her computer issue I don’t think she has said more than 3 consecutive words to me since last October. Even at the opening, there were times when Me Ten Tips to a Powerful Resume interference.A new resume can jump-start your career. Your network contacts may ask for a resume and some industries absolutely, positively demand a resume as the price of admission.Does your resume come across as wimpy as a lettuce leaf -- the kind that hides under your salad and nobody notices? Create a powerful resume that demands to be noticed -- and earns kudos for great style.1. Your resume is a sales tool. It is not a place for therapeutic self-disclosure or true confessions. Be honest but present your accomplishments in the most positive way.2. Leave tricky questions ("Why did you have six jobs in ten years?" "Why are you applying for an entry position after you've been running the show?") for the interview. Practice interview responses with a support group, friend or career coach.3. If chronology works against you, opt for a sales pitch letter or use your network to get past the screener. If you can't avoid a resume, some experts will advise a functional resume. However, once you show up for an interview, expect to be asked for a chronological review.4. Focus on accomplishments. "Supervised ten people on a project that finished three weeks before deadline and saved megabucks."If you're over fifteen, you do not have "duties." You have "responsibilities" and "accomplishments." Anyway, nobody cares about what you were supposed to do. They want to know what you contributed.5. Exploring multiple jobs? Tailor your resume to each position and each field. Show that you understand your target firm's problems -- and are uniquely equipped to solve them.6. Do not let anyone write your resume for you. Accept suggestions and feedback but the final product should be in your own words.7. Use your network to review the final product. Ask at least six people in your field for candid feedback. Learn more about networking. In this communal environment, if a complaint can not be resolved informally, it passes to a ‘committee of the whole house’ type meeting for all volunteers and management to ask the questions of all concerned and to vote on a consensual solution. As a by product of this thinking, I would seriously recommend that management committee meetings be opened up to all volunteers, and the formal directors meetings reduced to the circulation of written reports, effectively reverting to a more passive entity, ie as things were before committee members were actively getting involved in operations. I don’t want to teach people how to suck eggs, but my situation doesn’t give me much choice in the matter as I have a unique insight into the workings of the museum, and I would hate to think that this painful episode has not produced anything of benefit to anyone. With kind regards, ---------- Dear committee, It has been 3 weeks since the last committee meeting at which, as I understand the situation, Meg was ‘asked’ to informally make some ‘attempt’ at ‘resolving’ the ‘personal’ ‘issues’ between her and I. Please excuse the excessive use of quotation marks above, my feelings as to the failures of the past should be obvious - that is not important as we look to the future, continuing in the same way. Nothing happened, or even looks like progress, I don't know what to do now, was hoping for some advice at the opening. Well, I’ve gone out of my way to give Meg reasonable opportunities in which to start what ever process was indicated, including fixing her computer which had malfunctioned the day before the meeting, (heat retention damage to her most recent files) in fact while leaving, that same meeting, she asked my dad if he thought I would help her sort it out. I sorted out the computer, said that if she had only being using MsWord, instead of Wordpad, she would not have lost her priory exhibition texts, I’ve even offered to help her learn how to use all the features of Word while helping to write her ‘reporting responsibilities’ document, that would have directly resolved’ the root of the original conflict. The fact is that she only even talks to me when its convenient for her, ie when she needs something, before her computer issue I don’t think she has said more than 3 consecutive words to me since last October. Even at the opening, there were times when Me The Rise of Executive Background Checks this painful episode has not produced anything of benefit to anyone.With the recent corporate scandals of Enron and WorldCom, the popularity and necessity of executive background checks has greatly increased. In order to protect themselves from potential disasters later on, many companies are now requiring extensive investigation on prospective executives to verify their employment and educational history as well as information regarding any past wrongdoings.As with any other type of pre-employment background investigations, employers need to have the appropriate disclosures available. According to Federal law and the Fair Credit Reporting Act, applicants must sign and date specific disclosures regarding the various types of background checks employers desire. It is important to respect the privacy of potential employees while maintaining the company’s hiring standards.Although executive-level background checks are becoming increasingly more popular, there may still be some hesitation as to how far to take them. Many high-level executives seem to think of their atmosphere as more of a society, or ‘country-club’ feel. They may not feel comfortable about performing checks on executives and in many cases, do not feel it is necessary. Human Resource managers in the executive level seem to also have some hesitations to conducting extensive background checks. Many of them feel as if their network of peers is enough to get the information they need and may neglect to further investigate a potential employee. The Wall Street Journal suggests that many top-level hiring managers may ignore the reference list provided by the would-be-executive to utilize their own connections in their past companies.Whatever the reasoning behind conducting background checks, employers need to be aware of the Federal and State laws regarding such investigations. Most reputable investigation firms adhere strictly to these guidelines. Using one of the top firms can save headaches in the future while being sure that the information is fair, accurate and thorough. The employers themselves, however, can obtain some information. Educational references can be verified by contacting the academic institution, work and salary history can be obtained by contacting former employers, and character references can often be sought by contacting various people who know the prospective employee. Regardless of the method used, it is certainly in the company’s best interest to know who is working With kind regards, ---------- Dear committee, It has been 3 weeks since the last committee meeting at which, as I understand the situation, Meg was ‘asked’ to informally make some ‘attempt’ at ‘resolving’ the ‘personal’ ‘issues’ between her and I. Please excuse the excessive use of quotation marks above, my feelings as to the failures of the past should be obvious - that is not important as we look to the future, continuing in the same way. Nothing happened, or even looks like progress, I don't know what to do now, was hoping for some advice at the opening. Well, I’ve gone out of my way to give Meg reasonable opportunities in which to start what ever process was indicated, including fixing her computer which had malfunctioned the day before the meeting, (heat retention damage to her most recent files) in fact while leaving, that same meeting, she asked my dad if he thought I would help her sort it out. I sorted out the computer, said that if she had only being using MsWord, instead of Wordpad, she would not have lost her priory exhibition texts, I’ve even offered to help her learn how to use all the features of Word while helping to write her ‘reporting responsibilities’ document, that would have directly resolved’ the root of the original conflict. The fact is that she only even talks to me when its convenient for her, ie when she needs something, before her computer issue I don’t think she has said more than 3 consecutive words to me since last October. Even at the opening, there were times when Me An Employer's Guide to the Highly Skilled Migrant Programme (HSMP) malfunctioned the day before the meeting, (heat retention damage to her most recent files) in fact while leaving, that same meeting, she asked my dad if he thought I would help her sort it out.Why should I be interested in finding out about HSMP? What is in it for me as an employer?HSMP is a specific type of permit issued by the Home Office, which allows the individual to be employed without the need for a separate work permit.Management consultants, IT Software Houses, Healthcare professionals and Engineers often apply for HSMP on the basis that many UK employers do not apply for work permits, or if the post requires the individual to be contracted out regularly.The advantage to employing an individual on HSMP is that the onus has shifted from the responsibility of the employer, to the responsibility of the individual. These are highly skilled and experienced professionals that have demonstrated to the Home Office their employability within the UK labour market.How do we know if we can employ this individual? What do we need to be made aware of?As a UK employer you have a legal obligation to make sure that you make the appropriate checks to ensure that you only employ those who have permission to work in the UK.You should request clear photocopies of the individual's passport pages which show their personal details and their current visa, together with copies of any Home Office letters.The rules can be difficult to understand, even for an experienced HR team. Home Office policies change on a regular basis and can significantly affect the way in which an application is handled and the advice that is given. For example, the Home Office has recently changed the initial period granted for HSMP from 1 year to 2 years.It is best practice to seek professional advice at the start before a formal offer of employment is made, to ensure that you protect your interests as an employerWhat is the Highly Skilled Migrant Programme (HSMP)?The Highly Skilled Migrant Programme [HSMP] is a legal permission that is issued to the individual by the Home Office. It is designed to allow individuals with exceptional skills and experience to work in the United Kingdom.There are set criteria that must be met in order to qualify for HSMP.It is fundamentally different from the Work Permit scheme for several reasons;[i] The individual does not have to have a job offer in place to qualify and;[ii] The HSMP permit is not specifically issued to one employer and;[iii] The I sorted out the computer, said that if she had only being using MsWord, instead of Wordpad, she would not have lost her priory exhibition texts, I’ve even offered to help her learn how to use all the features of Word while helping to write her ‘reporting responsibilities’ document, that would have directly resolved’ the root of the original conflict. The fact is that she only even talks to me when its convenient for her, ie when she needs something, before her computer issue I don’t think she has said more than 3 consecutive words to me since last October. Even at the opening, there were times when Meg just came over and started talking to whom ever was there, as if I didn’t exist, once while talking she moved from where she was standing so as to literally exclude me too. Anyway, I believe Meg is not ignoring or just not trying but is actively not accepting any problem even existed, I can only assume she is having difficulty as an ex school teacher, but that’s no reason to hide her head in the sand. What sort of behaviour is this for an adult women? What sort of an example is this for the younger generation? I think Meg wants all this to be forgotten, putdown to bad luck and then all will be right again, either that or she ‘believes’ that she has resolved the problems, maybe since I fixed her computer, it her mind, that counts somehow. :-) Well indeed the memory and the emotion fades – but the understanding gained will not so easily, enlightenment itself does not – not completely. What does this teach me? It teaches me that I am who I was, and will always be, and so will Meg, she didn’t even write her final dissertation (she gave notes to her friend who organised and typed it up). Still I wonder about how it is that this terrible and terrifying thing called human society allows the truly stupid, reckless and dangerous to flourish. So then logically, if I am to survive in this world, in the midst of this society, then I too can just go around floundering helplessly interfering with things I don’t understand, aimlessly not knowing or caring for the reason to do so; barking orders & acting unilaterally, just as long as I say what ever is politically convenient at that time so people think I’m actually competent! With kind regards, ------------------- Dear committee, I see your version of the covering note section on your reasoning is ‘stronger’ than dads original. I like it, as you imply that Meg/Sheila didn’t know there were other considerations, other than simply a matter of permission fromVestry Hall, and just because they didn’t think it would be a problem, that noone else would have anything important to say on the matter & it is not in anyone’s interest for this to continue. The sad fact is that, there was debate at ' committee level ' (you may remember a 'committee' ad hoc meeting in our garden last year when I was present, let alone more formal ones where I was not) about the possibilities, including that of a permanent sign, however the point that once we have permission to mount such a sign, there MUST be committee consultation has been (conveniently) lost. Indeed, at that initial (informal) stage, the details of implementation weren’t important enough to warrant any real consideration which, sadly, means that Meg/Sheila could argue that they ‘didn’t know they needed to know anything else’ thus due to their limited understanding, they feel no committee consultation was required. I don’t think this works in practise, ignorance should not be a reasonable defence, assuming they generally didn’t believe there would be any problems, should volunters be able to act unilaterally? I think Meg/Sheila could argue that, ‘You unilaterally put up the WVF signs without committee consultation, this is no different’. In the first instance these are te
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