[Published in Manila Bulletin last Nov 2011]
Years ago, our parents and grandparents found stable jobs, worked continuously for twenty or so years and retired at the ripe old age of sixty. Employees simply needed to work diligently and they were assured of keeping their jobs. Meanwhile employers didn't have to worry too much about employee turnover because most of their people were very loyal and stayed with the company during good and bad times long enough.
During that time, it wasn't uncommon for people to work for one company for twenty to thirty-five years. Many have worked for only one to three companies in their lifetime. It was the norm for employers and employees to take care of each other for a very long time. I guess things were simpler then.
But times have change. The business climate is definitely tougher and more competitive now. In the last decade, we've seen more mergers, changes in management, outsourcing and lay-offs from many companies.
Employers are trying their best to survive and gain profit by increasing sales or decreasing expenses. The latter of which seems easier to control. That is why some companies have resorted to outsourcing or even contractual employment. Honestly, it's cheaper with lesser obligations and headaches. However, it has its downside too. If you outsource, you pretty much depend on an outside party. If you offer contractual employment, you'll have to keep on training new hires and make sure that your company's service quality doesn't go down.
On the other hand, employees nowadays are not necessarily loyal for the sake of being loyal to their companies anymore. If a better opportunity comes along, most people nowadays will jump ship with another company. Many professionals move from one company to another in order to increase their salary level. Younger generations, perhaps because they have more options, ultimately work for themselves and use companies as stepping stones for career growth. That is why employee turnover is a lot higher now. Companies invest in training their people and they lose time and money every time an employee resigns.
So job security, in my opinion, for employees and even employers seem to become a greyer area nowadays.
The Labor Code of the Philippines, however, provide protection for both employees and employers. So to a certain extent, your expectations on job security can be based on what the law says.
For instance, in layman's terms, the law secures that any employee cannot be immediately fired on any bosses' whim or unjust cause. Due process on termination must be followed or else the employer can be faced with an expensive lawsuit. The law also differentiates the types of employment that employers and employees can arrange. Regular employees can enjoy more job security over contractual employees. Thus, it is important to choose your type of job wisely.
Another important provision in the labor code specifies exactly situations that are allowed if a company wants to terminate an employee or a group of employees. These include prolonged and contagious illness of an employee, gross violations of company policies, financial losses of the company (this has to be file and proven to DOLE) or business closure.
The Labor Code does have a say on your job security, so does your company policies. These provide a guideline on what your employer can legally do and not do to you. I urge you to read these to know how you can best protect yourself.
So going back to my question... Does job security still exist?
My answer would be, yes, to a certain degree... but I wouldn't count on it as an absolute right. I think it's good to expect the best but plan for the worst when it comes to your career. See, we ultimately have to be responsible for our means of living. Your current job will help you pay for your living and hopefully your family's expenses but nothing lasts forever. Do your best and hold on to your job as long as you can if it is rewarding. On the side, create a safety net in preparation for your retirement whether I comes early or later in life. You have to adapt with the times, be competitive as an individual. Depend on yourself not on others when it comes to your future. Secure yourself.
Wednesday, November 16, 2011
SEXUAL HARASSMENT IN THE WORKPLACE
[Published in Manila Bulletin last October 2011]
A reader asks: As an HR, do you think it is right for some employees to use the book “Art of Seduction” at work? Do you think, superiors have to tolerate those who are following or practicing that book? Thank you.
My response: I personally have not read the book so I cannot comment about its content.
Regardless, HR people do not really have any right or obligation to disallow or ban people from reading books of their liking. Employees are adults and they are old enough to decide what books to read. Plus we live in a democratic society where people are free to read whatever book fancies them.
The only time HR can get involved is if a sexual harassment complaint is filed. For example, as a result of reading and applying the book, someone crosses the line and commits inappropriate behaviour towards a co-worker. If the co-worker feels that she was sexually harassed and she feels uncomfortable working in that environment, she can file a complaint with HR. The HR will then organize a committee to investigate the matter and if the person is found guilty, appropriate sanctions based on company policies and the law will be implemented.
So HR can discipline people for inappropriate behaviour, however, they cannot ban or sanction people from reading books.
SEXUAL HARASSMENT IN THE WORKPLACE
The reader's question inspired me to write about an extreme form of bullying in the workplace and that is, Sexual Harassment. Although the reader's situation does not yet constitute sexual harassment, I'd like to shed some light on the matter.
So what is Sexual Harassment?
According to the Anti-Sexual Harassment Act of 1995, “Sexual harassment is committed usually in the form of physical abuse such as malicious touching, overt sexual advances or gestures with lewd insinuation.
It may also be committed through verbal requests or demands for sexual favors, and lurid remarks. Or it may be visual, using objects, pictures or graphics, letters or writing notes with sexual underpinnings.
This can happen in the premises of the workplace, office, school or training institution. It can happen in any place, business or social functions where the parties were found as a result of work, education or training. It can happen while on official business outside the workplace or training-related travel, or at official conferences, symposia or training sessions. It can also happen by telephone, cellular phone, fax machine or electronic mail.”
So let's say your boss hugs you and gives you a kiss on the cheeks to congratulate you on closing a sale, can you call that sexual harassment?
The answer is, it depends on how the hug and kiss was done and more importantly, the situation you find yourself in.
Sexual harassment is considered as such “if it is used as a basis for any employment decision such as matters related to hiring, promotion, raise in salary, job security or benefits; if it interferes with your work performance; if it creates an intimidating, hostile or offensive work environment; or cause discrimination, insecurity, discomfort, offense or humiliation."
I have a friend who works as a bookkeeper of a company. An external auditor kept asking her out to meet him for coffee and have a “good” time after. While working with her, he kept on asking intimidating questions about her work and making her feel incompetent because she wouldn’t go out with him. At one point, after rejecting several invitations, he asked her “Magkano ba sweldo mo sa trabaho? Kung gusto mo ako na lang ang bubuhay sa iyo?” (How much salary do you get? If you want, I can pay for your living.) She is a married woman.
Because of this, she felt so stressed at work and couldn’t sleep at night. She didn’t want to see the auditor and started feeling anxious and dreadful at the thought of going to work and possibly seeing him. She couldn’t work properly.
Would you consider this a form of sexual harassment? Although he never touched her physically, he made her uncomfortable with his advances and he spoke with sexual innuendos. Lucky for her, when she discussed this matter to her boss and showed proof via voice recording, management sided with her and immediately found a replacement auditor. She didn’t want to file charges, she just wanted him out of her life. So peace was easily restored.
Many victims do not file complaints because going through the process of complaining and discussing the incident rocks the boat and may cause further embarrassment. I personally think that people should choose their battles. There are forms of sexual harassment that are truly unforgivable, but there are also some that are just slight or belong to the grey areas. To a certain extent, it also depends on the victim’s sensitivity and culture. If you want to tolerate this form of bullying instead of fight, you may have a good reason for it and should think about it thoroughly. But if you want to fight, it is good to know that there are laws to help you with your battle against sexual harassment.
Victims of sexual harassment in the workplace can file a complaint against this form of bullying and your HR department should be able to help you. The Anti-sexual harassment act of 1995 further discusses the rules, guidelines and procedures for filing complaints. To read the law governing sexual harassment, you can visit www.chanrobles.com
A reader asks: As an HR, do you think it is right for some employees to use the book “Art of Seduction” at work? Do you think, superiors have to tolerate those who are following or practicing that book? Thank you.
My response: I personally have not read the book so I cannot comment about its content.
Regardless, HR people do not really have any right or obligation to disallow or ban people from reading books of their liking. Employees are adults and they are old enough to decide what books to read. Plus we live in a democratic society where people are free to read whatever book fancies them.
The only time HR can get involved is if a sexual harassment complaint is filed. For example, as a result of reading and applying the book, someone crosses the line and commits inappropriate behaviour towards a co-worker. If the co-worker feels that she was sexually harassed and she feels uncomfortable working in that environment, she can file a complaint with HR. The HR will then organize a committee to investigate the matter and if the person is found guilty, appropriate sanctions based on company policies and the law will be implemented.
So HR can discipline people for inappropriate behaviour, however, they cannot ban or sanction people from reading books.
SEXUAL HARASSMENT IN THE WORKPLACE
The reader's question inspired me to write about an extreme form of bullying in the workplace and that is, Sexual Harassment. Although the reader's situation does not yet constitute sexual harassment, I'd like to shed some light on the matter.
So what is Sexual Harassment?
According to the Anti-Sexual Harassment Act of 1995, “Sexual harassment is committed usually in the form of physical abuse such as malicious touching, overt sexual advances or gestures with lewd insinuation.
It may also be committed through verbal requests or demands for sexual favors, and lurid remarks. Or it may be visual, using objects, pictures or graphics, letters or writing notes with sexual underpinnings.
This can happen in the premises of the workplace, office, school or training institution. It can happen in any place, business or social functions where the parties were found as a result of work, education or training. It can happen while on official business outside the workplace or training-related travel, or at official conferences, symposia or training sessions. It can also happen by telephone, cellular phone, fax machine or electronic mail.”
So let's say your boss hugs you and gives you a kiss on the cheeks to congratulate you on closing a sale, can you call that sexual harassment?
The answer is, it depends on how the hug and kiss was done and more importantly, the situation you find yourself in.
Sexual harassment is considered as such “if it is used as a basis for any employment decision such as matters related to hiring, promotion, raise in salary, job security or benefits; if it interferes with your work performance; if it creates an intimidating, hostile or offensive work environment; or cause discrimination, insecurity, discomfort, offense or humiliation."
I have a friend who works as a bookkeeper of a company. An external auditor kept asking her out to meet him for coffee and have a “good” time after. While working with her, he kept on asking intimidating questions about her work and making her feel incompetent because she wouldn’t go out with him. At one point, after rejecting several invitations, he asked her “Magkano ba sweldo mo sa trabaho? Kung gusto mo ako na lang ang bubuhay sa iyo?” (How much salary do you get? If you want, I can pay for your living.) She is a married woman.
Because of this, she felt so stressed at work and couldn’t sleep at night. She didn’t want to see the auditor and started feeling anxious and dreadful at the thought of going to work and possibly seeing him. She couldn’t work properly.
Would you consider this a form of sexual harassment? Although he never touched her physically, he made her uncomfortable with his advances and he spoke with sexual innuendos. Lucky for her, when she discussed this matter to her boss and showed proof via voice recording, management sided with her and immediately found a replacement auditor. She didn’t want to file charges, she just wanted him out of her life. So peace was easily restored.
Many victims do not file complaints because going through the process of complaining and discussing the incident rocks the boat and may cause further embarrassment. I personally think that people should choose their battles. There are forms of sexual harassment that are truly unforgivable, but there are also some that are just slight or belong to the grey areas. To a certain extent, it also depends on the victim’s sensitivity and culture. If you want to tolerate this form of bullying instead of fight, you may have a good reason for it and should think about it thoroughly. But if you want to fight, it is good to know that there are laws to help you with your battle against sexual harassment.
Victims of sexual harassment in the workplace can file a complaint against this form of bullying and your HR department should be able to help you. The Anti-sexual harassment act of 1995 further discusses the rules, guidelines and procedures for filing complaints. To read the law governing sexual harassment, you can visit www.chanrobles.com
WORLD CLASS CUSTOMER SERVICE
[Published in Manila Bulletin last Oct 2011]
I was having breakfast with a trainer one day and she kept on complaining about how bad the service in the Philippines was, in general. She kept on harping about examples of world class service of great American companies and compared them to the service that she gets in the Philippines.
I then asked her which state she visited in the United States and she revealed to me that she hasn’t actually traveled there. But based on the business books that she has read, they have superb service.
Having just come from a US trip, I quickly shared to her my experience in the hotels that I stayed in. Except for a few quality hotels like the Hilton, most of the hotels I stayed in did not have great service. Most of their guest relations officers were not really that friendly. Some were bordering on indifferent and rude. Interestingly, the most helpful service crew that they had were in fact, Filipinos.
I then told her, don’t believe the foreign hype. Never think that our people are not world-class. Contrary to what you think, Filipinos are much more helpful and polite in general.
In our country, even three-star hotels have friendly staff ready and eager to assist and carry your baggage which was sorely missing in most of the US hotels that I stayed in. I was actually surprised that I had to drag my luggage there. In the Philippines, we have many bellhops who will approach you as soon as you go in the hotel to help.
Here, you go to a gas station and a gas boy is there ready to greet you, fill up your tank, clean your windows, pump air into your tires and give road directions. In the US, it’s do-it-yourself.
Grocery shoppers in our country even get extra help from bag boys who will bring your shopping cart to your car upon request. They are even willing to carry everything themselves if they can’t use the cart. The help that they provide makes shopping so convenient.
They don’t normally have that in America. In their country, you are left to fend for yourself. It’s all do-it-yourself because labour is expensive in their country.
So, you see. The Philippines’ brand of customer service isn’t so bad. In fact, I think it is at par with some of the world’s best. What makes it special is that most of the service is given with willingness and sincerity because Filipinos are naturally friendly and helpful. In terms of attitude, most Filipinos have it right.
Of course, there will always be room for improvement. Philippine customer service can be world-class if business establishments look into these areas…
Product Knowledge
Even if the customer service representative is friendly, if he cannot help because he doesn’t know the products fully or is unaware of promos and pricing, it will be impossible for him to give superb service. Good customer service is not just about smiling. It is about being able to help customers and answer their questions.
Business Etiquette
Not a lot of people are aware of proper etiquette. Usually, people who are rough around the edges do not mean to be impolite. They just need a little polishing and education of business and social etiquette. Good manners will greatly improve the company’s image to their customers, so it is wise for companies to invest in training their people.
Communication Skills
Most Filipinos are eager to help, but they may have problems with communications skills such as listening, comprehension and articulating what they want to say. There are also times where, faced with a foreigner, they may get tongue-tied. This can easily be improved through practice, exposure and learning.
Customer Service System
Often overlooked, this is a critical part of great customer service. World-class business establishments invest in gadgets and tools that will help their people provide the best service to all their customers. They have customer tracking systems, spiels, operation manuals for customer service and even a customer complaint reporting system.
Customer Solutions
Customers who encounter problems are the most in need of good customer service. World-class business establishments track and anticipate the most common problems encountered by their customers. They then equip their people with Customer Solutions Protocols that will guide them in solving their customer’s problems. Hence problem-solving is systematized.
The Philippines have what it takes to provide Great Customer Service. With a few improvements here and there, we can be at par with the world’s best. Filipinos are world-class, we just have to believe and appreciate our own people. In terms of service, we’ve got it good in our country! Don’t let other people tell you otherwise.
I was having breakfast with a trainer one day and she kept on complaining about how bad the service in the Philippines was, in general. She kept on harping about examples of world class service of great American companies and compared them to the service that she gets in the Philippines.
I then asked her which state she visited in the United States and she revealed to me that she hasn’t actually traveled there. But based on the business books that she has read, they have superb service.
Having just come from a US trip, I quickly shared to her my experience in the hotels that I stayed in. Except for a few quality hotels like the Hilton, most of the hotels I stayed in did not have great service. Most of their guest relations officers were not really that friendly. Some were bordering on indifferent and rude. Interestingly, the most helpful service crew that they had were in fact, Filipinos.
I then told her, don’t believe the foreign hype. Never think that our people are not world-class. Contrary to what you think, Filipinos are much more helpful and polite in general.
In our country, even three-star hotels have friendly staff ready and eager to assist and carry your baggage which was sorely missing in most of the US hotels that I stayed in. I was actually surprised that I had to drag my luggage there. In the Philippines, we have many bellhops who will approach you as soon as you go in the hotel to help.
Here, you go to a gas station and a gas boy is there ready to greet you, fill up your tank, clean your windows, pump air into your tires and give road directions. In the US, it’s do-it-yourself.
Grocery shoppers in our country even get extra help from bag boys who will bring your shopping cart to your car upon request. They are even willing to carry everything themselves if they can’t use the cart. The help that they provide makes shopping so convenient.
They don’t normally have that in America. In their country, you are left to fend for yourself. It’s all do-it-yourself because labour is expensive in their country.
So, you see. The Philippines’ brand of customer service isn’t so bad. In fact, I think it is at par with some of the world’s best. What makes it special is that most of the service is given with willingness and sincerity because Filipinos are naturally friendly and helpful. In terms of attitude, most Filipinos have it right.
Of course, there will always be room for improvement. Philippine customer service can be world-class if business establishments look into these areas…
Product Knowledge
Even if the customer service representative is friendly, if he cannot help because he doesn’t know the products fully or is unaware of promos and pricing, it will be impossible for him to give superb service. Good customer service is not just about smiling. It is about being able to help customers and answer their questions.
Business Etiquette
Not a lot of people are aware of proper etiquette. Usually, people who are rough around the edges do not mean to be impolite. They just need a little polishing and education of business and social etiquette. Good manners will greatly improve the company’s image to their customers, so it is wise for companies to invest in training their people.
Communication Skills
Most Filipinos are eager to help, but they may have problems with communications skills such as listening, comprehension and articulating what they want to say. There are also times where, faced with a foreigner, they may get tongue-tied. This can easily be improved through practice, exposure and learning.
Customer Service System
Often overlooked, this is a critical part of great customer service. World-class business establishments invest in gadgets and tools that will help their people provide the best service to all their customers. They have customer tracking systems, spiels, operation manuals for customer service and even a customer complaint reporting system.
Customer Solutions
Customers who encounter problems are the most in need of good customer service. World-class business establishments track and anticipate the most common problems encountered by their customers. They then equip their people with Customer Solutions Protocols that will guide them in solving their customer’s problems. Hence problem-solving is systematized.
The Philippines have what it takes to provide Great Customer Service. With a few improvements here and there, we can be at par with the world’s best. Filipinos are world-class, we just have to believe and appreciate our own people. In terms of service, we’ve got it good in our country! Don’t let other people tell you otherwise.
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