To report this colleague?

[WorkplaceDramaHelp]

I am currently in quite an issue at work, and I’m looking for advice really.

We have had a new receptionist start, who is significantly older than me (sharing as I think this is part of the issue!) I’m in my 30s and they’re in their 60s. I think they don’t like receiving instructions from someone younger than them and this is at least part of the problem.

Since they started there have been some issues, teething problems probably, such as scanning things wrong or booking appointments wrong etc etc. If I ever try to raise this (e.g. ‘just to let you know for next time appointments should be at this time’) she gets very snappy with me and make it a very tense atmosphere. They do not take this attitude with male counterparts, who are also younger but probably closer in age (around 50s), or the older female colleagues.

I have raised with my superior that these issues continue after I have mentioned to the person involved, as I find it very uncomfortable to offer these corrections directly due to the snappiness etc.

Since doing so, things have become even worse. More and more mistakes happening, that I feel uncomfortable to mention, and a huge atmosphere of snappy words or whispering to the other receptionist when I walk past etc. I have taken to fixing things myself or just doing the tasks myself in the first place, which doesn’t feel reasonable either.

I’m really struggling with the environment and it’s making me very anxious to go into work. I want to get on with everyone, but the mistakes do need addressing as I have to fix them otherwise and I honestly don’t have time.

At this stage I have purely reported the actual errors (when I have said something) and left any kind of comment/tone out of it.

would I be unreasonable to go to someone in the department and explain how I’m being made to feel?

I think it’s even worse as she is particularly rude if I see her on my own, or when she thinks no one else is there. It’s gotten to the point that I meet a friend outside of work to enter to go past so that nothing is said, which doesn’t really feel like a practical solution or something I should have to do.

any and all advice appreciated!

Are you this person’s line manager, or otherwise charged with supervising/training her?

I’m not her line manager but I was assigned to train her, yes

just let her make the mistakes. you've tried and tried to be kind and help her and youve also raised it with your superior so what more can you do? she'll soon be pulled up on the mistakes and will likely reach back out for help

Have you tried to speak to her directly, explaining how this is making you feel?

Are you giving more positive feedback than negative?

I'd speak to your line manager again and be completely honest.

Ask can someone else be assigned to train her and correct her work.

Keep your distance but call out any unkindness or direct comments.

In your 30s you are not someone straight out of school with no experience of the workplace. Deal with this like you would with anyone else attempting to bully you.

I’ve stopped trying to make any corrections etc to her, but I do have to fix the work before it is provided to clients as it’s important it is correct. I think she’s counting on this as therefore it’s not as obvious she’s missing things when I am fixing it. I am considering not fixing it and starting to say that she should get the supervisor to check it?

Stop fixing her work! No good will come of it!

Yes I do always give positive feedback on things that are correct, and even if highlighting something wrong I say “xyz is great but just for next time this needs doing”. When she snaps I always apologise and say I didn’t intend for her to feel confronted etc but she just makes a further comment or repeats her original one

eg
”please could you make sure this is like this next time?”
”dont talk to me like I’m stupid”
“oh gosh I didn’t intend for that at all, I’m sorry if it came across that way I’m just trying to be helpful!”
”dont talk to me like I’m stupid, I am not stupid!!”

I think I feel an obligation out of my own pride/good service. But maybe you’re right and I should let the consequences play out

Can you follow up your conversations with an email so you've got a record?

That’s a really good idea thank you. I might start asking for any tasks/giving any feedback all via email so it’s clear and concise and cant turn into he said she said. I’m more anxious about when I walk past and rude comments are made in person, as obviously there won’t be a trail of that!

Document everything.

Let her carry on ballsing things up until the management finally get the memo and get rid of her

Just keep it all in email and be overly polite so you don’t have to speak to her but have a record. Also flag the issue with your manager and her manager

Do let the consequences of her own actions play out. The things that she has said to you and the tone that she has used are completely out of order.

Speak to your line manager about it and tell her that, due to her attitude, you are obviously not the right person to train her.

Also, stop being scared of her. She is really bad at her job and she has no power over you. When she snaps at you, tell her that she is being really rude and unprofessional and if it continues, you will take iti further.

Keep detailed notes of your interactions in case she raises a complaint or grievance against you. People like her who are either intellectually incapable of doing their job or just lazy and obstructive are normally very liitigious.

This.
Tell your manager that this person appears not to be amenable to being trained by you and that fixing all her mistakes is greatly increasing your workload.
Write everything down, including absolutely every bit of training and the mistakes.

This sounds sensible as does documenting it an email to your line manager and their supervisor and perhaps HR to include despite training and constructive feedback, errors already addressed on multiple occasions continue and that feedback given about the errors is not received in the manner intended. Give the response examples you've shared above in quotation marks, and explain that in part due to this that you have been fixing their errors and that this is unsustainable/impacting your role/the potential impact on client relations.

This is clearly difficult for you and is creating an issue in how you feel about work. But kindly, you seem very aware of your colleague’s problem with your age so stop allowing her problem to be yours. You have a job to do, you don’t need to be liked to do it, and please don’t apologise to her when she speaks badly to you.

Try something like:
’You’ve made an error here, I’ve highlighted it, please correct and return it to me when it’s amended.’

Next time:
’I’ve proofed this and spotted errors. Please review and amend. Thank you’.

Keep it factual, focused on the work and in writing. If she objects then involve your manager.

I do think part of the issue is that my position is not on reception, but I have experience and therefore was asked to train the new person. I think she views me as ‘on her level’ as such and therefore takes offence when I give instructions for tasks now. I don’t know if that makes any sense!

Training should be a written schedule of things covered/ demonstrated/ competence reached. Otherwise you have no proof of having done anything.

It’s really hard as I generally absolutely love my job! But yes it’s making it hard and making me very anxious. I think this advice is really helpful, thank you :)

Report her to whoever put you incharge of training her.
The age related prejudice is unacceptable as is the sexism.
Also inform them that she is unable to be corrected in her work without taking it personally, probably because of the prejudice.
Tell them that she needs sensitivity training which you are probably not qualified to give.

Phrase however is comfortable for you that you do not wish to be working in an environment with someone who is practicing covert bullying and ask if this is something they ( your manager) feels able to deal with. Ask if should you make a formal complaint to hr so that there is a clear understanding, going forward, that she is not able to accept all members of the working team based on their job descriptions but brings personal prejudice into play. You feel that not reporting this is inevitably going to lead to issues for both of you further down the line.

Can you record when you walk past, maybe casually on your phone? Agree with follow up with 'feedback' emails and examples of where she is falling short of what is required in the role. If someone keeps forgetting and is not doing the job you have trained her to do, maybe create a checklist so that all items are followed up and correct and provide this to everyone you have to train. Snarky comments are bullying and should be reported.

Say 'if you're not stupid, then stop doing stupid things'. That will shut her up! I'm joking of course, because I bet she is the type to get very litigious and complain as a PP said.

So you will need to implement all the cover your arse rules of documenting everything (including when you raise concerns with your own manager) and just sticking to absolutely factual polite interactions with her. Don't go out of your way to fix her mistakes unless there is direct client impact.

Is there a proper training manual and have you been trained to deliver it?
Even for simple jobs there has to be a process to ensure everyone does things correctly.

Presumably she’s still in her probationary period @WorkplaceDramaHelp ? In which case, someone from HR should be reviewing her performance. If not on an ongoing way, at least in a review towards the end of the probationary period.

I’d be feeding all of this back to HR - factually, and not emotionally - so that they have the information they need to decide if she’s going to pass her probation.