The Changing Landscape of Employment

The U.S. national unemployment rate is 9.6%, and the percentage of unemployed who have been out of work for more than a year has risen to 30.9%. (October 2010 figures from the Bureau of Labor Statistics.) The situation leads us to consider what has changed, perhaps permanently, in the corporate work environment. Here are a few trends we have heard, read and learned about that could affect decisions you make about your career:

• Companies are increasing their use of contractor resources, in lieu of hiring permanent employees. Companies don’t provide expensive benefits to contractors, which can make this practice more attractive financially. And contractors can be hired and released at will, with minimal legal implications. TAKEAWAY: Although you might prefer to land a permanent position, reconsider working as a contractor – at least in the near term. This adds experience to your résumé and money into the bank.

• During this period of austerity, when employers ARE hiring they are often looking for people with a broad range of skills and experience. They may have previously eliminated two positions that they now want to fill with one person who wears several hats. TAKEAWAY: Your resume should highlight the breadth of your interest and experience. If you lack important skills, consider taking some classes and gaining appropriate certification(s).

• Labor statistics reveal that companies prefer to hire people who have been unemployed for a shorter period of time. (A discouraging fact.) TAKEAWAY: During your unemployment, do some work that you can add to your résumé, even if it is unpaid. Take some substantive responsibility with a volunteer organization. Get involved at your child’s school. Accept a temporary contracting opportunity. Work part-time for a relative who has a cottage business. Consider starting your own small business.

• Companies are doing what they have to do to stay viable during tough times. You need to do the same. Neither an emotional investment in your work nor misplaced loyalty should cloud your judgment when the wellness of your career is at stake. TAKEAWAY: Pay attention to what is changing around you in your company’s workforce. Make decisions that are best for you, while retaining ethical behavior toward your employer.

Give Thanks

This Thursday, Americans celebrate our Thanksgiving holiday by gathering with friends and family and enjoying a bounteous feast. For my readers who are employed during this holiday season, remember to appreciate the good things about work, and give thanks for any of what’s listed below that you are fortunate to have as a result.

• A regular paycheck and paid holidays

• Company-subsidized benefits (e.g. health care, 401K)

• The opportunity to travel on business and see the country or the world

• Occasional expense account meals
• The fellowship of your co-workers
• Worthwhile work to be done
• A supportive boss
• Career advancement opportunities
• Appreciative customers/clients
• Freedom to contribute ideas
• New experiences and interesting challenges
• The power of diverse teams
• The chance to celebrate accomplishments

What do you have to be thankful for?

If you have friends who are looking for a job, have you helped them lately? You can provide friendship, encouragement, networking opportunities, references, recommendations, and/or a heads up on promising job postings you’ve run across.

Who's to Blame?

When things don’t work out as we hope in our careers, it’s tempting to look around for someone or something on which to lay the blame. It’s the fault of that boss that you think doesn’t like you or the co-worker who is undermining your efforts. You would have done better if it hadn’t been for that case of the flu you had during the annual meeting, or if they had adopted your project plan. Office politics, misunderstandings, miscommunications, in-fighting, favoritism, organizational changes - - things just didn’t go your way. The company is messed up, and you deserve better treatment and more recognition. Well, maybe so and maybe not. You need to take responsibility for your fate.

YOUR BOSS DOESN’T LIKE YOU: That could actually be true. It’s always more pleasant if your boss likes you, but it’s not strictly necessary to your success. To combat the effects of a personal mismatch, you must be vigilant about your communication. Be sure your goals are clear. Document your work and accomplishments on a regular basis (weekly or monthly) and ask for specific validation of your work plan. Never let issues fester. Instead, face them head on and ask your boss directly for clarification, advice, feedback, or assistance. If this straightforward approach doesn’t work, you may need to seek reassignment to another department. Some incompatibilities are not salvageable. But, if you make your boss look good and be successful, he/she might learn to like you more.

YOU DESERVE BETTER TREATMENT: Try to take the emotion out of your reaction. What is “better treatment” to you? I’ll assume you get a consistent paycheck. Do you want to get verbal kudos for your accomplishments? You may have to ask for them. Seriously. “Hey boss, did you see that great thing I did? What did you think? Wow, thank you!” It’s sad to have to beg for appreciation, but if you do, it helps your boss understand what motivation you crave. Hopefully, they get the message and adjust their behavior accordingly.

THWARTED BY ORGANIZATIONAL CHANGE: It can be scary and difficult to navigate the tides of organizational change, but that sort of upheaval is inevitable in today’s business environment. Get skilled at dealing with it. Make sure your new boss knows your background by providing a copy of your current resume. If you are not invited to a one-on-one familiarization meeting, ask for one. That is your chance to pitch your experience and skills, explain what you are working on, and communicate your enthusiasm for new challenges.

It is a waste of time to look for someone to blame for your stalled career. Take ownership of your fate. If the issues you face are insurmountable, it may be time to think about moving on to greener pastures.  If the timing is bad, await your chance.

An Alliance That Misses the Service Mark

When I discovered that Qwest and DirecTV have an alliance in my area, I thought, “This will make getting internet and TV a simple process.” I was encouraged by the marketing material, which promised that the alliance would provide “an enhanced customer experience through streamlined customer support and the development of integrated products and services”. Perfect. In addition, the Key Consumer Benefits stated, “Qwest customers have one primary point of contact for customer service, installation and billing inquiries.” I was sold, and placed a phone call to Qwest to set up installation.

This is when I encountered the reality of the customer experience part of this business alliance. The customer service process has been almost ludicrously onerous, confusing, and AWFUL. Here’s what has happened:

1. I called Qwest to arrange installation. The representative was knowledgeable, professional, and friendly. However, the review of package options, one-time deals, rebates, and long-term discounts took a long time, and was very confusing. They collected our personal information (including social security number for a credit check) and billing information, so we could receive the automated payment discount. After 45 minutes on the phone, I hoped I was done. But, no.
2. The first representative passed me another representative; to “verify information” they had already collected. She was pleasant, but had a very heavy accent that was a challenge to interpret. And, trying to be friendly, she wanted to chat, asking me how my day was, etc. I apologetically asked her to stick to business so I could get on with my day. We scheduled my Qwest internet installation.
3. I was provided with another number to call to schedule my DirectTV installation myself, which I did. That was fairly painless, but it was another phone call.
4. The next morning, I received an email that I had cancelled my DirecTV installation. I called Qwest customer service to find out what happened. They advised that I had scheduled my installation with a subcontractor that does not service my area. (Their mistake.) They gave me another phone number to reschedule. When I suggested they should do that for me, they hemmed and hawed and said they COULD, but it would be better if I did it myself.
5. I called the new number to schedule my installation, and reached a subcontractor who obviously works from home. (He had a noisy meowing cat in the background.) We had a nice chat during which I was rolling my eyes, and he (re)scheduled my DirecTV installation.

The good news is that the installations went smoothly. Both techs were competent and capable. My internet and DirecTV services work as advertised, and I am pleased.

But, there were still two more steps for me to complete on my own initiative:

6. Go online to register for my DirecTV rebate.
7. Call Qwest Customer Service (again) to link my Qwest and DirecTV accounts so billing can be combined.

What’s wrong with this alliance? I presume that it’s working for Qwest and DirecTV, but it’s ugly and awkward from where I sit as a customer. An alliance should be beneficial for all parties – the business partners and the customer. Their business arrangement should be much more transparent to me. Qwest and DirecTV really need to work to streamline the customer experience. I plan to contact the Senior Vice President of Sales (whose name is in the press release) to ask about their plans. Maybe they need assistance from Haropulos Bailey Consulting…

What Goes Around Comes Around

Office politics pose an insidious threat to your career. The really sneaky aspect of it is that you can do the worst damage to yourself through your own misguided actions. Then throw in twists and turns over which you have little or no control, and the picture can quickly become ugly.

I believe that competence, attitude, and relationships in the workplace are the most important contributors to your career success. Today’s subject is relationships.

A business career can last upwards of 30 years. Over time, many associates will depart your work sphere forever, but a surprising number become constants, and others leave but return unexpectedly. Developing positive and mutually-beneficial relationships with many people will be important to your long-term reputation and success. Here are three real-life (anonymous) vignettes:

Bill is a capable and ambitious mid-career executive. Circumstances presented an opportunity to improve his position in the organization. When he saw his chance, he moved quickly with a singular focus. He stepped on a few people along the way and ignored his responsibility to assist others that he had previously offered to help (because he was busy on his primary goals). A recent change in the senior management team now threatens his position. Bill is looking for allies to support him and make him feel “safe”, and is surprised to find few willing to stick their necks out for him.

Wanda was an established executive. For years, she reveled in her title and the accompanying privileges, bullying those who questioned her authority or methods of operation. Wanda had a long history with a key senior executive, and seemed to “get away” with outrageous behavior not tolerated from others (and resented by many). Her protective mentor left the company. The organization in transition reorganized her department. Wanda was demoted. Suddenly she finds herself without privilege and facing the resentment previously squelched by her peers and subordinates.

Todd was brought into the enterprise with no previous experience in the industry he was entering. His boss assigned Laura, an experienced low-level manager, to teach him the ropes and help Todd achieve success in his new executive position. Laura took her responsibility seriously and spent many hours working with Todd. Todd was unappreciative and became an imperious and domineering supervisor to Laura, who left the company shortly thereafter. A few years later, Todd applied for a position at the same company for which Laura worked. Laura’s boss asked for her opinion about adding Todd to the team. Todd did not get Laura’s endorsement…nor did he get the position.

Treat your co-workers with respect. While you work on your business goals, help your peers achieve theirs as well. Appreciate the assistance you get from colleagues, and thank them often and publicly. Cheer the success of others. Help plan and advance the careers of those who work for you. Do things to make your boss successful. Earn a reputation for consistently doing the right thing. Be pleasant to be around. What goes around comes around- every time! (Sometimes it just takes the passage of time and circumstance to be obvious.)