PA and Secretary Community - Deskdemon.com

Oooh!  

One of our Managers completely flat out refused to help me with a query that DIRECTLY related to their work area.  I do not work for them in any capacity.  However, this Manager seems to think that they can continually refuse to take on tasks that are part of their role as Manager - I'm an Admin in a different department!  I should not have any 'real' contact with this Manager, and certainly no workload.

I'm having real trouble explaining this situation to my Manager.  I don't understand how the other Manager feels that this is appropriate.  Granted, it's not major things, just stuff like the Manager refusing to answer a query about a form that THEY issued - they just left me to it.  I'm basically being left to pick up the pieces for others, because I have nobody to refer the work/callers, etc, on to.

How do I explain that this Manager consistently refuses to take telephone calls (they don't have their own Admin), etc?  This is impacting on my work, as after these 'encounters' I feel like I'm not doing well at my job - there's nothing like someone talking AT you rather than TO you to make you feel the size of a Jellybean.

I'd be grateful of any opinions/suggestions that you may have, because between this Manager (and if I'm honest, one or two of the others) I feel like I am being put upon and left to cope in no-man's-land  just because they know that they can get away with it, and they won't get pulled up on it.

Sorry to go on!  I'm sure you can tell from my post that this has been a sort of 'blah' day already!

Hope your day has been better!

Log everything.

If you email this manager a request and you get any kind of negative response, email back and ask again, but this time copy in your own manager (or his/her line manager, if appropriate)

That should get a reaction, but be careful because you don't want to set him against you.

I have sent you a PM on a different matter (flashing envelope top left hand corner) related to internet security - please read and deal.

Jackie, Peer Moderator

Good advice.  I always keep documentation of some sort, whether it be notes or an e-mail trail.  I too have dealt with folks not pulling their weight and trying to dump.  It is a frustrating situation.  I try not to involve my boss, but if it gets to the point you can'e seem to get the point across, it is time to cc: the "big guns".

Thanks very much for the advice.  It really does feel like you're hitting your head against a brick wall sometimes, doesn't it!  

I will definitely use that plan of action and keep my fingers crossed - thanks Jackie, thanks Peaches!

I know you want to be a team player - but look at it from another angle.  If you are not responsible for the work of that department and do make a error - you will be hung out to dry.  As for phone calls, transfer to voice mail.  Explain politely that this is not any area that I am familiar with and I wouldn't want to respond with misinformation.  I will be happy to give msg to so and so.  Send an email with the message (if not transferred to voice mail) and cc your boss.
As for the manager not responding, I would take it to my next level.  I was requested to do X, Mgr Z will not assist is completing this function what do you want me to do - leaves it in your mgr's court to address the project/issue.
I've been in similiar situation where the mgr did not respond to any below his level - you just have to find a work around.

The key is not to dwell on it and don't take it personally.  Let is know how it turns out.

Dippa, I'm coming in late on this one but believe me it's the norm anywhere I have worked.

I have no idea if it's just a case of individuals who don't like having requests made by us or just a case of sheer rudeness.

Like the others have said, don't sweat it and try not to take it personally.  None of us need that kind of hassle whilst in work.  

Seriously, this is why I cc my boss on just about everything.  (He's okay with it.)

As long as you keep your direct manager informed, usually by copying him or blind copying him, you will be OK.  When other people see that I have copied my manager they usually comply with whichever request is presented as they know that my manager will deal with them if necessary.

Why is it then that these individuals only reply to requests when a manager is cc'd?

Are they too busy dealing with other issues or is it just that they don't consider admin tasks important?

I guess that when they know they are in the manager's direct line of fire they will do anything to not stay there!

But wouldn't it be easier to just action what they are tasked?  

I mean I don't ignore emails or requests to schedule meetings, book rooms, organise hospitality or make flight/hotel reservations.

Yes, but they seem to think that what they do is a lot more important than answering an admin's request!

That's what I thought - as usual our requests go ignored.

Which doesn't make any sense.  90% of what I request from people is on my boss' behalf.  I don't just go scheduling meetings and asking for spreadsheets for the fun of it!  

I have resorted to sending a message from his mailbox, when folks do not even open their mail from me.:)  At least it gets opened and I can see the return receipt.  He knows my tactic and knows I only use it as a last resort.  Attention getter if you will:)  However, I try not to involve him since his e-mail box receives alot of mail and his time is valuable.  One less for him to open in the box is always best and I try to avoid it as much as possible.  

I put read receipts on most emails I send, then call the individuals if I don't get a response immediately.

Honestly their reaction is so funny - they think I'm psychic!

Ah, I have a new interim plan following a chat with the Boss.

I've had the offer to send emails from my Manager's email address (I thought that was quite a nice offer really, at least it shows that my problem is being taken seriously).  The idea is that other Managers will respond to the emails if they are quite obviously sent direct from my Manager (who just happens to be their Boss), and not routed through my email address.

I'll be interested to see if/how this works.  What do you think?

(Brownie points to my Boss for listening!)

I would only do that where, like you, I have agreed it with my boss.

Very often I send meeting requests from his calendar but that is different to sending other requests that need followed up or actioned.

Good luck, sounds a much better process.

Our e-mail system shows my bosses name in the upper right corner and under it "sent by" and my name when you open the actual e-mail.  However, in the recipients inbox, it shows as if it is sent by him.  Works everytime:)

That seems like a brilliant solution Peaches.

Amazing what an effect the Boss' name can have, isn't it!

How does that work Peaches?  If I send emails from my bosses inbox or meeting requests from his calendar, it usually shows up as...

Organiser:  Jane Bloggs on behalf of Tim Smith

We use Lotus Notes.  If you have been granted access in preferences by your boss to his calendar and e-mail, it will show up like that when sent.