RESTAURANT MANAGER SERVED PLATEFUL OF CRITICISM.

Byline: Ken Lloyd On the Job

Q I work in a restaurant in a management position, and I typically work 10 hours or more a day, 6 days a week. In addition to my management responsibilities, I cover other positions, and I am helping the new sales manager. My biggest problem is that my boss is always on my case when something goes wrong, and he never seems to see that I do so much for the company. Should I quit? J.C.

A When you report to a boss in a restaurant who only knows how to dish out criticism but never serves a compliment, you have other choices besides quitting. You can always quit, but if you enjoy many aspects of the job, you should see if there is a way to get things to work here first.

Since the key source of your job dissatisfaction is the working relationship with your boss, you should meet with him. Tell him that you want to bring him up to date on a number of key developments in the restaurant. Within this framework, give him a clear idea of the broad range of responsibilities that you are handling, and let him see the measurable value that results from your individual effort. You should also tell him that you understand the need for negative feedback when due, but you would appreciate more constructive feedback and guidance in such situations, along with some credit and recognition when merited by your performance.

If he continues to offer nothing but negative feedback, and if this is deeply undercutting your job satisfaction, then it may indeed be time to fold up the menu and move on to a more palatable offering elsewhere.

Q One of my employees has gotten very lazy lately, to the point that his work is not completed on time and the quality is slipping. This is a far cry from how he used to be. Is there a good way to handle this? D.J.

A When an employee has been a solid performer, but then goes into a tailspin, you need to take action as quickly as possible. Although his decreased performance is your immediate concern, it is not the real problem. Rather, the decline in his performance is a symptom, and you need to try to figure out the cause.

Sit down with this employee and let him know that you are concerned about him and would like to help. You can go over his performance to date, and even compare it to his performance on similar projects in the past. Ask him if there is anything you can do to help, and then just listen.

The slippage in his performance can be due to any number of factors, such as boredom, problems with co-workers, health problems, family problems or substance abuse. This means that you will need to tailor your response to whatever you learn from him. For example, there may be a need to restructure some of his job, or perhaps the problem is more serious and you will need to consider referring him to human resources, an employee assistance program or other outside help.

Your employee's behavior can be viewed as a cry for help, and, as an effective manager, you are answering it.

Q My manager gave me my performance review in an airport lounge, in front of everybody, and I felt like a complete fool. When I told him later that I did not like being evaluated in front of an audience, his reaction was that they are all strangers, so what difference does it make. I am still very upset. What do you think? N.A.

A By definition, a performance evaluation is a private session; and by definition, a manager who gives one in an airport lounge in front of everyone should be grounded. The evaluation is a time to discuss past performance, share expectations and jointly establish some goals. It does not work in front of a live audience.

Your manager displayed a lack of insight, understanding and empathy, along with his own insecurities and need for power. He brushed off the others in the airport, but he was actually playing for them. This was his opportunity to show all of them that he is the boss, and he was not going to let that opportunity slip by.

You already expressed your dissatisfaction to him about this activity, but he ignored you. If he ever tries to pull you into another one of these sessions, whether at an airport, ballpark or circus, you should refuse. Tell him that you are interested in what he has to say, but only if it is in private. Just because he wants to play emcee does not mean that you have to play contestant.