OT - In Crisis - any HR people out there?

I'm sorry to post but you guys really have been wonderful in the past in helping with kind and not kind words to get a person out of a slump. So here goes.... I've been with my company starting on my 23rd yr. Last TH, my manager called me in and put me on initial warning for overall performance. In the 23 yrs that I have been with them, I have never, ever been placed on any kind of warning. I feel that that says something about my charecter and myself. I manager an office of a major bank. In July 2004, the teller manager was transferred to another office. I have not had the 2 ft sales people that my office is supposed to have and the service specialist that was wonderful, got a promotion to br manager and left me in Oct 2005. In essences, I have been managing both the teller line and my service side as well as trying to meet out set monthly goals with new hire sales people who didn't work out and were either let go or left for other ventures. I haven't slept since Thursday night, I'm crying all the time and this write up is consuming my every waking moment. I feel as thought my manager is trying to start a file on me to eventual dismiss me and while I can't come out and say it's because I was out so much last year due to my surgery and complications, I feel it's part of the reason. The other - that I continue to ask for help and point out that my scorecard is suffering as a result of bad hiring decisions (of which I have no input). The overall performance includes a list of "customer complaints" that were never discussed with me when they occurred. It make me look like I'm rude with my customers. While I work at a very busy bank, and I have had some customer interaction that puts me in a position to say no at time, I am not rude. I go out of my way to provide my customer with options when we can't process their request in a particular way that they come in originally requesting it. My customers love me - they come in periodically to see how I am doing, They hug me and ask my staff how I am when I'm not in. In the past when a customer has wanted to send a letter about me, I have said it not neccessary and told them not to sent it because it's embarressing to me- I'm just doing my job. Well not that I have 11 complains in 12 months - mind you I also manage the busiest office in the market, 11 complains - some of which are not specific nor reference me and one of 2 of which I have documented that I spoke with an internal dept who guided me in declining the customers request, I feel as though I'm being targeted. The reason she's placing me on this write up is that she contact me about one customer who complained about me on 12/27. This individual came into the office and start to scream at me after making a request that couldn't be accomidated, in the manner that he was requesting it. He became loud and screamed at me at which point I asked him to calm down and lower his voice or I wouldn't be able to assist him. He continued and after several more request. I told him I would be unable to help him since he wouldn't stop screaming and belittling me. I walk away by saying that it was obvious we had a problem and suggested he meet with my service specialist - who helped him. I walked away before a confrontation ensued - I was in tears for the way this person spoke to me. My manager called me and wanted me to apologize to him.. I told her I would not apologize because this person screamed at me and actually bought me to tears. Where is the support? I could have started a screaming match for the things he was saying about me on the floor of my branch. I made the decision to walk away so as not to add fuel to the fire. I am human. My Manager gave me the write up and told me to think about it, then sign it and return it to her. HELP! Should I go above her regarding this issue. Are there any HR people out there who could give me some advise? I'm taking this very personal because I have pride in what I do and as mentioned before I have never been written up for anything in 23 yrs.

i have no idea what to tell you.... good luck though!!

Go immeadiately above her! What's her seniority above yours? And what's the age gender there too, sad to say it does play a factor most times. I'd be at the Headquarters inquiring their imput on the matter. Or just take your experience to another bank while telling the Headquarters about this incident and your looking around. Good Luck, Mike

Hi Barbara, I am sorry that you are having a rough time at work. It is very important that you do not simply sign and return the warning notice you were given. Put in writing your version of the events and the course of action you took and why you took it. When you sign and return the document...make sure to add a note somewhere on the notice that you are not in agreement with the warning and attach your version of the events. It is important to write on the notice itself as it can be filed away and your account can be removed from the file. Also cc a copy to your HR Dept as well as the person above your manager. It is important to get your version in writing as this constitutes your permanent record and an accurate account needs to also be on file in the event there are further issues. Do not be bullied into not adding your version. Chances are that the customer is demanding that you be disciplined and yor boss does not have the guts to stand up to the customer. Do not lose anymore sleep over this. If you are called into question again,..always, always, always document everything in writing. Peace, Love & Happiness Toni

Hi Barbi, Toni's advice is spot-on! After you write your factual account of the situation, ask to meet with your supervisor and ask for feedback as to how she would have handled the situation. It could help mend things as well as provide insight into your supervisor's support and expectations. HTH, Kristen

Barbara, I agree with Toni's advice. Document everything that occured & how it was handled & who you spoke to at corportate for advice/guidance. Write directly on the "write up" that you do NOT agree with it and that you have attached a __ number of pages explanation to the warning write up. Sign your rebuttal/explanation but do NOT sign the write up. Give the original to your supervisor, CC copies to your supervisor's boss & the HR manager at your supervisor's location and the head of the HR dept. and of course, keep copies of everything (copy her original "write up" before you write on it and after you write on it so you have a record of how you received it and how you returned it). If you have not been notified about or given the chance to respond to customer complaints, they shouldn't be cited in the warning. Ask for copies of each complaint and write an explanation for each. If possible, attach them to the original warning document, too. When you give it all back to your supervisor, ask how long this warning is in effect and what recourse do you have to get it removed / purged from your personnel file. The issue should be revisited & in most companies they do it within 6 months. And if worst comes to worst, find a good employment attorney. Hopefully it won't come to that but don't hesitate to hire a lawyer to protect yourself. It is unfortunte that in today's world company loyalty doesn't mean a thing anymore. Companies are all about "what have you done for me TODAY", never mind the fact that you've been an expemplary employee for over 20 years. Hang in there and hold your head up. You haven't done anything wrong. Vickie J.

It sounds like you may need to speak to a member of HR. HR is there to be a support between employees and the company. In some cases they can explain things in an outside perspective. I do work in HR and our goal is to not take sides, but to support clear communication, and in some cases that means we do the communicating. Make sure you know what their next course of action would be, if they did not see the improvement they wanted. Does the company have a warning system in writing? Get a copy of it. Does the company have a history of following it, or not enforcing the written policy? If so document as many instances as you can. If you truly feel your job may become threatened just arm yourself with as much info as possible. Sometimes just showing then that you were working within an understood standard of operation, can be helpful to your situation. In Florida it is a right to work state, so they can let you go at any time with out giving you a reason. Though I doubt it would come to that, you need to prepare for the what if, and all the info you can gather could help if unemployment became an issue to collect. But I think the biggest thing is this, if you can not comfortably communicate with the manager on this issue, get HR involved, we can be helpful, for most of us, that's our goal.

I am suppose to meet with my manager tomorrow @ 3:00. According to her there is a trend of me being accused of being rude. I have spent 23 yrs as a service rep now AVP and Branch Manager. In the time I have been working for my company, I have never been written up for anything. The Company has a coaching/counseling process which is what she is using, however some of the instances aren't specifically about me or are general. My office is the busiest office in the market and she says that she has the most complaints about my office. Well that would make sense statistically speaking because of sheer volume. Our company and my market is know for not following "the rules" and bending them to suit them. My approach tomorrow is going to be begin with speaking with her to see what this is really about and if she's not willing to discuss with the team members who witnessed the occurances and review the notes on the systems for the few customers that I do remember then I will file a formal rebuttal and ask HR to step in. I also approached a few of my best customers to request a ref letter - they're always saying they want to write to someone and I'm always saying it's not necessary - well learn from my mistake - whenever someone want to send a note about you - LET THEM because when the chips are down then that may be the only thing you have to help you out.... Thanks everyone for listening and providing awesome feedback. Barbi

Toni gave great advice -- document document document - these companies play target games and you better have the goods on them. I did and it backfired on my boss - he got fired and hr got behind me.

So sorry Barbara....I would immediately apply for another bank position elsewhere - you have 23 years of experience, should be vested and thus have some security with that. Perhaps they are pushing you out so as not to pay your benefits as surely you're up for retirement soon. Good Luck and check on Monster.com. or change your line of work the best company for benefits here in central florida is Hewitt and Accociates. If you go to Hewitt.com they have 7 pages of employee benefits e.g. if you are out drinking with a friend and can't drive home they will reimburse you taxi fare....if you have to go out of town on their business with no one to take care of your animal(s) or have someone at home who needs daily supervision - they will give you up to $20.00 a day to help you cover the expense....they are wonderful...I interviewed with them but after the 3rd interview I had to bow out as they were just too far from my home. the dress code is casual - jeans....wish you the best. Belana