new job problem

well, sadly things haven't improved and I have had to report the woman for bullying me. For weeks now she has ignored written and verbal instructions, cleaned rooms in complete opposite order than written on allocation sheets and to top it off has been telling other staff that I am so hard on her she has developed a rash.
anyway to cut a very long story short I have out in an official complaint, so I am now at home on full pay and catching up with some paperwork. My manager has been amazing but quite of few of the staff are now ignoring me which is quite obviously stressful

Thanks for replies. She has been a totally different person this week and actually looks like she's taking some pride in her job.

and yes she can read and write but previously chose not to read lol.

Do you have colour coded cloths for various jobs? ie a differently coloured one for the toilets than the washbasins etc and obviously a separate set for the food preparation areas.

She must have a certain amount of jobs to do in her 8 hours (presumably with breaks morning and afternoon and for lunch) but she should be able to get quite a lot done in that time.

I wonder if she can read and write - if you get the routine typed out and hung up in each room - for all the cleaners to follow, not just her - will she be able to read it?

I hope the chat with the manager has made things a little easier for you, Ziggy. A couple of thoughts from me - she should be told the rationale behind the cleaning regime e.g. "Leave the bathroom floor till last so that any dirt that's fallen from elsewhere will be removed" - she sounds as though she may go off piste because she hasn't been told the reasons behind your cleaning guidelines. You could possibly include the reasons behind the schedule in your Wednesday meeting so that all staff benefit and your problem cleaner can't claim to have been singled out. Presumably you know that she can read the records of the 1-to-1s you've had with her (grasping at straws here!) And the poster who mentioned eyesight has quite a valid point, although that wouldn't explain her departure from the prescribed order of work.

just a quick update: had meeting with manager last week. Cleaner was told I am now her manager, that is my job and it was all done very nicely but she was put in her place, so fingers crossed

The fact that your employers found it necessary to employ someone to oversee the cleaners means their work wasn't up to standard. In your position I would hold a meeting with all the cleaners together, not accusing any one person, but explain what the NEW standards of cleaning are and it is your job to ensure those are adhered to. Ask for their input as to how these new standards could be implemented but making it clear they will be implemented.

The meeting didn't go ahead due to other more important health issues with residents. I spoke on the phone with manager and we are having a meeting with this woman on Friday. Yesterday whilst doing my monthly checks I was astonished with her lack of effort, in fact I really don't know what she does for the 8 hours she is supposedly working, SO I have sent e-mail to manager voicing my concerns and will leave it in her hands

i think you may be new to themanagment role. As a contributor has said training is the first step. and much beetter if everyone has the same training so that you cannot be aqccused of victimisation.

Then you have ACAS behind you. This is the leaflet on how to manage staff
www.acas.org.uk/media/pdf/p/0/How-to-manage-performance-advisory-booklet.pdf

They have a phone number they can help you out with information. You will need to go down the capability route.

Also has you firm got an HR department? Then they will help you.

Always record every formal meeting and every informal chat.

As part of the capability you might be able to put her along side someon who performs well to show her how things sould be done.

Also can this person see appropriately. I have a cleaner who has poor contrast sensitivity and wears reading glasses. So half the time she cannot see and I have to point out cobwebs etc.

Sadly my husband gave her a rise.

It might help to phrase things impersonally eg "the sinks should be scrubbed and dried" rather than "you should scrub the sinks". She can't take it as a personal threat then.
Personally I've never found the talk to everyone as a whole approach effective as a couple of people have suggested. It just makes those who are doing a good job resentful and feeling that they are being criticised too. They will not respect you for fudging the issue.
If the standards and expectations are the same for everyone an accusation of bullying has no foundation.

Ziggy62 You sound like a very competent manager and one who treats people with respect and fairness, and not, as some have wondered, one who is undermining her position by trying to be "friends" with the people you manage.

Since it appears this woman already has a "track record" of being rather difficult, I would imagine that the managers above you and her own work colleagues have at least an inkling of her shortcomings. As you say, her colleagues probably have a certain amount of loyalty towards her but that doesn't necessarily mean that they will not understand and quitely support your position.

As has been advised by other posters - and which you probably were aware of anyway - ensure that you carefully document all conversations and incidents. Continue to be calm and pleasant but as *roses" says, "stick to your guns".

You are the one in charge, not her, so yes, stick to your guns and with any luck they will get rid of her.If her cleaning is not up to a high standard then you have every right to tell her to improve.Tell your line manager what the situation is with this woman.

Marydoll, yes I see what youre saying but how do I prove what she is saying if the other staff aren't prepared to admit it to manager. ALL the carers and nurses complain about her work but since she reported me for threatening her, they are now going very quiet, as if they don't want her to get into trouble

Lupin, thank you all good advice. I have remained calm although in private I am furious.

I managed people for years and had some ticklish situations to deal with, and feel that you must not back away from issues with this person if she is defying you and the way you are all expected to work. You must confront it in as calm and as professional a manner as you can. It sounds as if you are doing all the right things. Do make sure you will get the support you need from your own boss.
These are early days in the job for you. Stick to your beliefs about what you are trying to achieve. If you get on top of this particular issue you will find life much easier going forwards. Leave the job behind you when you go home. Try not to let it stress you out so. Be strong. Best wishes to you.

I don't just mean any discussions. Please make a note what is said by her to others others about you. You do not have to tell her you are doing this..
When I was teaching, I was sometimes involved in child protection issues. I always reminded less experienced staff that even although they thought something a child said about family life was insignificant, it should be noted, as it often added to a wider picture for all the siblings. Your employers need the whole picture.
Good luck and I hope you have a resolution soon.

Do you know what her standards were like under the previous managemet ? if it is a home you work in you could ask the residents if they are happy with the standards of hygiene and cleanliness ,,,there is a lot of publicity nowadays about hidden cameras ..and whilst you may not like this idea you could stress to your manager how important hygiene and cleanliness standards are kept up ......if your current management is unwilling to address this issue, maybe the firm you work for has a higher management structure you could approach ?

Nobody likes doing this, but sometimes it is necessary. Do you think she may be 'trying it on' with you as you are new to the job, or do you know how she got on with the previous manager ? and have you asked her outright if she has a problem ? she might like to talk it through out of the 1 to 1 situation ?

Marydoll, great advice. Yes I agree, I am making sure everything is now in writing and any communication I have with her will be written down and then signed by both of us. I have so much paper work to catch up on as this is a new role but am wasting so much time trying to get this woman to do the job she is being paid to do.

I know what you mean about it all affecting your home life.
My husband worked in HR and his advice to anyone having problems at work with a boss or member of staff was always to write down and date everything said between the various parties.
I followed his advice when I went off long term sick and was having a bit of a hard time at work. When I had to retire on ill health grounds I produced all the documentation. My employers were horrified at what had happened to me.
My advice, keep a diary, write EVERYTHING down, no matter how trivial. This will give the whole picture of what is happening. Think carefully before you say anything to her. Your managers will be expecting you to deal with it professionally (not that you won't). Good Luck.

jevive73, I did think about recording supervisions with her but will need to check with manager is this is allowed. For the time being I will ensure I only speak to her when other staff are in room and then she cant accuse me of any wrong doing. Also going to tell caring staff who complain about her to put it to me in writing via email

I was meant to get a message from manager today with regard to us having a meeting with this cleaner. Havent heard anything so far so when I return to work on Wednesday I will put my concerns in writing. Lots of sensible, useful advice. Thanks so much, I really appreciate it

i agree with documenting everything with time and dates. you are her boss not her friend. I found that socialising with staff and then trying to maintain disipline was impossible

is it acceptable to record on tape performance reviews

I agree with Jaycee,some folk try to manipulate things to their advantage.
You sound to me to be doing it right, but may need some management backing with this one issue.Id have a word with management about the way forward.
If she gets away with undermining you, the others will lose respect for you.It sounds like the previous manager couldn't deal with her,so don't try to be her friend,be her boss until she tows the line!

Remember also that false accusations are a form of bullying. It is a way of putting you in the wrong and trying to make herself a victim.
You should also record the fact that since bringing things to her notice, she has completely ignored the cleaning system and is becoming obstructive.
It is not worth getting stressed about. The management should have given her a verbal warning of dismissal (or allowed you to do so) by now.
The management sounds very weak and whether you will be able to stay will depend on whether they support you or not rather than how this woman behaves.

I think you should put your concerns in writing and give a copy to the management. People have a totally different reaction to something that is formal and written down. Set out what you expect to be done to solve the problem. You have tried telling her and doing so again is not going to help.
I learnt the hard way that it is not worth trying to be a boss and trying to be friends. You are doing what you were employed to do and as long as the management support you, you should carry on and be firm.
Remember that the issue of cleanliness for the residents is more important that this lady's hurt feelings.

oh thank you so much for such sensible advice. The supervision meetings are 1-2-1 and I write down all we have discussed in front of her, she then reads through it and signs (as do I). But it was day after this meeting that she accused me of threatening her during the meeting, so now I am reluctant to do more supervisions. I have a get together will all the cleaners on a Wednesday morning so at least then I have others there. At the moment I have to check cleaners work and sign their work sheet and discuss any thing not completed to standard. We also have an order in which the cleaning has to be carried out (bathrooms first etc etc) and she is blatantly ignoring it now and cleaning in the complete opposite order (bit like the awkward 2 yr olds I used to work with)
Anyway I am no longer discussing issues 1-2-1 for the time being, I will make notes of issues and bring them up in the Wednesday morning get togethers, then get cleaners to sign that document so it doesn't look like I'm just 'picking' on here.
There was a young girl who took on my role in the few weeks before I started and this same cleaner went to the office accusing her of bullying her.