Unfair Treatment—Don’t Ignore It

Q. My co-worker is a valued, longtime employee. Several months ago she received a substandard review, because of low sales volume. During this same time, she also did much of the stock work needed in the department, since we did not have any stock support. Our manager was fully aware that my co-worker was picking up the slack, but did nothing about it. She had a follow-up review and all was fine.

Our store did extremely well last year, which entitled employees who met their objectives to receive an additional 20% discount card. Our entire department got cards. But a few weeks later, my co-worker was asked to return hers, since she had had a "poor review."

Two weeks later, she was told that the store could no longer accommodate her schedule requests. (She has a disabled daughter, and needs to be home in the evenings during the week.) She has always been available to work evenings on the weekends, and was allowed to work this schedule for nearly five years. Our department is demoralized. When I tried to support her to management, I was told the situation was between my co-worker and HR. What can we do?

A. Based on what you've said, it seems clear the company treated your co-worker badly. It's also possible that we don't know all the facts behind the company's decision,

and there may be factors we're not aware of that might make their actions a little more understandable.

I see three problems here: First, the lack of recognition from the supervisor about your friend's picking up the slack, when she went above what was expected. Second,

management's bringing up the first (substandard) review when the follow-up review suggested that "all was fine." The third is management's poor judgment in asking for your friend to return the bonus cards.

Show Professional Behavior

Your friend should respond, because to do nothing suggests she believes the company's action was justified. However, it's critical that she show politeness, respect and control when talking with her boss or HR about the problem. It's important that she project a professional image of support and loyalty to the company, as well as openness to feedback, and use a problem-solving focus: ("Help me to understand the whole picture, so I can continue to be a valued employee to this company. What can I do to re-build my connection and support with management?”)

It might be good if she wrote down all the facts of situation: What she did, and when; what was said to her by management, and when; who saw it, etc. Now a key question: What does she want to happen? What will satisfy her that she believes that she received fair treatment, and is on her way to building back her connection with the company? She needs to know this before pursuing any further talks.

Take the Initiative

With all the facts in place, she might ask for a meeting with HR to review the situation, and ask for further advice on how she can offset the bad review. It's important that she doesn't come across as a disgruntled employee, and that she realize that HR people work for management. Best case scenario: HR gets the supervisor to reverse his or her position, and the supervisor begins to build stronger connections with your friend. But that probably won't happen. HR people are staff resources, and usually what a supervisor decides is supported by upper management—and HR. (Smart managers usually check with HR as well as higher-ups before taking any disciplinary action, so that everyone's in agreement.) A more likely result, if she handles it right, is for management to believe she's someone who can benefit from feedback and who wants to be a team player, and then begin to look at her in a new light.

The Boss Usually Wins

A sometimes difficult but realistic concept to accept is that the boss has more clout than your friend does, and the boss usually wins. So it's important to find ways to get management's support. If the facts clearly show that your friend has been treated unfairly, then she should have a good case to present to HR. She might also that seek legal counsel if she feels she has been discriminated against..

If it appears that both the supervisor and HR don't support her views, it may be best for her to look for work elsewhere. A good company (and one with a good HR department) won't let supervisors treat people unfairly. It's bad business to treat people badly, because it destroys employee loyalty and initiative.

One final thought: You may want to focus on your own feelings about the company -- and whether or not this is the place where you want to work. Good luck.