Meet Mary

Mary is your Receptionist.

She is happy, professional and energetic.

Mary has been on the job for about 2 years now. Since she knows her job so well, you often ask her to

train new employees.

Mary is flattered by this, but also feels a little overwhelmed regarding

the additional workload.

She’s OK though, she knows it’s temporary.

As time passes, there are budget issues and staffing shortages.

Fortunately, you have Mary.

She’s dependable and knows the job very well.

Now, it’s been about 4 years.

Mary has been taking classes towards a degree.

She has talked to you about her goals to promote in the future.

But for now……….she’s still in Reception.

An announcement comes out via e-mail.

It’s a class that’s available and the topic is Dealing with Difficult

Clients.

Mary requests to attend.

You realize that if you send her to this half day class, you will be

extremely short staffed in reception.

You ask her to wait for a better time to attend the class and thank her

for her enthusiasm.

A few months later, another training announcement is posted.

This time you decide to let Mary attend this 4 hour class in the p.m.

On the day of the class, someone calls in sick.

You couldn’t possibly let Mary go and leave Reception so short

staffed.

That wouldn’t be a good business decision.

You break the news to Mary.

This is Mary now -

Mary wants to transfer.

She no longer feels valued.

She has learned everything there is to learn in her position and doesn’t feel like she’s contributing to the

unit or department.

How can you keep her?

Although you may be short staffed for 4 hours while she’s at training,

what are the benefits?

1.

2.

3.

A.P.D.S. to the rescue

The modules developed at SSA include:

– Customer Service– Listening Skills– Communication Skills– Professionalism– Ethics– E-mail Etiquette–more

Looking for a Few Good Men and Women

The Training Consortium would like to collaborate with the different agencies and departments to

develop generic training modules.

You may contact me with the names of volunteers to join this workgroup or with any questions/suggestions.

Toishe Merida

SSA/Human Resources and Career Development

714-435-7377

toishe.merida@ssa.ocgov.com

Thank you.