Issues with a team member

[pineappletop]

I'm a newish manager and have hired a new team member (let's call her Sally) At the interview we asked specific questions relevant to the job role including use of computers, packages etc. Sally said she had loads of experiences of using basic computer packages and an array of databases. She started 2 weeks ago and to be honest, she is dreadful! Didn't know what 'go to your desktop' meant, doesn't know what a tab on the internet is, didn't know internet explorer from google chrome, can't fathom the phone system or the use of Skype. I'm having to explain every single thing to her. Now the more specific packages I expect and have plenty of time for but having to go through everyday how to answer a Skype call, write an email, how to open a new internet tab is so time consuming.
Today's conversation went 'what do I do if the phone rings' (phone is on the desktop) I said you just need to answer it, it will pop up on the screen when it's ringing. She then said but how do I answer it I replied that you hit the green answer button. She didn't get this after 10 practice attempts.
I don't know what to do! She clearly isn't experienced and the job role is so focused on computer skills that the fact she can't do these basic things has put her training on a complete hold. We are split over different sites so she will need to be left at some point and at the moment that just isn't possible meaning my other teams are struggling.
Any advice would be great

Personally, I'd sack her.

She has no come back since she hasnt been there 2 years. Its clear she is a liar and incompetent.

Hire the next applicant in the list....

@FartingInTheFence she's on a probation period anyway. She's a nice enough person just not proficient at all! I don't know whether to address this with her or wait to see if it works!

I have 25 years' office experience but found some of the processes in my new job very complex and long winded to remember. I was given "How to guides" and they were a godsend. Any chance you could do something similar?

Or even ask her to write down the processes so she doesn't need to ask so many questions.

Sometimes in a new job it can take a while to get the hang of new processes if you've not used them in a previous job. I'm not making excuses for her, she may just be shit but I'm one of those people that I have to do something more than once for it to register/sink in.

Having said that I know the basics like the desktop 😆

Do you have reviews during the probation period? I'd give her a 4 week review and explain your concerns, give her a chance to improve and if she is still genuinely not getting it, then I'd let her go before the end of the probation period.

This is the point of a probation period. She can't do what she said she could do, and she's not able enough to be able to wing it regardless, so she's gone.

Plus, how can you trust what she says in the future?

Did you give her a practical assessment at the interview stage.

I'd give her a straight talk - you really need to pick this all up much faster or else...

@Tanfastic I've made her how to guides on the specific system and operations we have to do not so much general day to day computer stuff. Will ask her to make notes next time I explain and see if she improves.

if you are going to let her go, give her a clear warning first that she is not doing well. If you say 'great great great' for 3 weeks (to encourage her) and then sack her in week 4 when she still can't do it, she will be very confused & that spreads bad feelings.

[quote pineappletop]@FartingInTheFence she's on a probation period anyway. She's a nice enough person just not proficient at all! I don't know whether to address this with her or wait to see if it works! [/quote]
If she doesnt know what "desktop" is, then it sounds like whatever "investment" you make in her is gonna be like pissing in the wind.

Save the aggro, get rid and replace.

I'd pull her in for a meeting and say that, so far, she has not shown the skills she said she had at interview and why was that. See what she says.

However unless she had a really good explanation, I'd let her go. If you have a basic understanding, most tech is not difficult to master. I used a new software program when I started my current job and watched a 10 minute YouTube video to familiarise myself with the application and that was that.

I think I’d also speak to her now. If she’s picking it up fast then give her a chance, if she’s not then don’t.

My daughters company had a similar issue. Hired a middle aged woman, who proclaimed to have all sorts of experience. Worked out she couldn’t use a computer, to the extent she didn’t even know how to switch it on, didn’t know how to use email, never used the internet, they were all astounded,

She spent a week saying how hard it was then simply didn’t come back. On the Monday they found her password under her key board.

@Bluntness100 nothing like a bit of casual ageism to start the day!

How’s it casual ageism, she was in her fifties, as am I, it’s not ageist to say so, get a grip,

Thanks all. Am going to speak to her today and ask her to take notes, I will see if she improves. She is supposed to be having 'formal' training with the training manager next week so it will be interesting to see how that goes as obviously that is on more complex systems.
So far she has not followed anything I've put in place so it isn't just tech issues but this is the biggest challenge.

I’d sack her. She’s clearly lied about experience, and lying about basics is not on.

You are not in Yorkshire are you? We had a lady exactly like this - said she was proficient but just couldn’t retain the training and really struggled with IT basics. We tried to help and then had the “how do you think it is going” conversation - we had a training matrix where she had signed off that she had been trained in all areas which helped. She tendered her resignation the day we were due to let her go...

I would terminate the contract now. You don’t need to waste your time letting her complete the probation period, it has no meaning in law anyway. All it usually means is that the notice period is shorter during this time.

She lied at the interview - I’d get rid now. Don’t wait till the end of her probation.

It depends how long she has been there. She may be nervous. I am quite good at using computers, but I am a real donut when I first start a job. I am a slow burner, but when I eventually learn something I don't tend to make mistakes. I would give her a while and see if she picks it up, she may be okay in the end.

Ask her Internet & pc skills she does have and tell her you need to know so you can fill the gaps, see what she says

But do explain that at interview she had insinuatied that she was competent at much of this so your surprised at some of the gaps already

It depends how long she has been there

Another clown that doesnt know how to read the OP's first post 🤦‍♂️🤷‍♀️

She started 2 weeks ago

I mean, how hard was that?

I work in HR and my advice here would be to make sure you are raising any issues with her as they come up and documenting in writing. Set clear objectives for the probation, look to see if your company offers any basic word/excel training. I'm sure there are free ones online I have used before.

As other posters have said, she doesn't have 2 years service so there isn't an awful lot of risk BUT from an HR perspective I'd want to make sure any of my managers were following a fair process and giving opportunity for improvement before ending a probation. I'd also highlight this to your HR department now so they can guide you.

Thankfully the probation period is a chance to get rid of unsuitable new employees...

I assume the job description clearly outlined what specific level of IT knowledge was required to perform the job and she stated that she met the requirements in her application form and at the interview.

The reality is that she lied about having the necessary skills.

I am an experienced manager and I would never expect to have to waste my time teaching someone applying for office work the basics like writing an email or opening an internet browser....

Any jobseeker with common sense who might lack IT skills would make an effort to get some free training through a job centre, local library, local council and so on to improve their ability to use a computer BEFORE applying for jobs that require a basic standard of computer literacy.

@FartingInTheFence
You are a real charmer aren’t you ?

Op , what’s the wage for this job? Did it require really technical skills ? Why no IT test if that’s the case . Despite being called a clown , I stand by it. Give the woman a chance . I know for a fact people lie or their cv but also people may think that they are competent. She could be okay in the end ... who knows . You employed her.