Hidden in every manager's job description is the dreaded duty of handling complaints from staffers—sometimes angry staffers. Surprisingly, the job can be simple. It's just a matter of knowing what to say and how to say it. Stopping anger in its tracks Managers' most common responses to conflict are the two worst responses. One is the response of being confrontational, … [Read more...] about Active listening puts fast stop to staffer’s anger
Managing the office
The psychology of getting clients to pay
When the collections get tough, the tough start adding a bit of psychology to the billing. It can make the difference between getting paid now or getting paid later or maybe not getting paid at all, says Merra Lee Moffitt of Capture Profits, a revenue and profit building consulting company in Reading, PA. A waning economy is no time to sit at status quo with the billing, … [Read more...] about The psychology of getting clients to pay
FLSA continues to be a potential pitfall for many organizations
By Steve M. Cohen bio In the rush of managing an office, it's easy to overlook significant pitfalls that can cause major problems. One of these pitfalls is the Fair Labor Standards Act, an area that managers and partners often overlook until they face a problem. I strongly suggest using caution to avoid problems and penalties. Until a few years ago, the law's … [Read more...] about FLSA continues to be a potential pitfall for many organizations
4 ways to lose your corporate clients
Corporate clients no longer pay with an open checkbook. The economy has forced them to scrutinize their money, and as a result, they are putting great pressure on their outside firms to control costs. Along with that, they are demanding more services for the money they pay. And they are bringing a lot of work in-house. To maintain corporate clients, firms have had to … [Read more...] about 4 ways to lose your corporate clients
Anybody over age 40?
The Age Discrimination in Employment Act (ADEA) is waiting and watching for a violation. Age discrimination can creep in quietly and unexpectedly. It can come even from some well-intentioned remark such as, "You're overqualified for this job"—the term "overqualified" being taken as a euphemism for old. Here Alix Rubin, an employment law attorney in West Caldwell, NJ, … [Read more...] about Anybody over age 40?
The best business plan: Fall back and regroup at a firm retreat
Is the firm retreat a dying exercise? During the current economic downturn, many practices eliminated the annual retreat in an effort to save money. But it's when the revenues and business future are most mercurial that a retreat is most needed, says Robert Denney, a Wayne, PA, law firm management consultant. The firm needs to know how to navigate through the financial waters … [Read more...] about The best business plan: Fall back and regroup at a firm retreat
Remember what they say about assumptions
By Steve M. Cohen bio Both managers and employees should remember the old saying about what happens when you assume. And assuming your employees are happy and your job is safe are good examples. Here are four common signs that someone is taking their job for granted and what those actions inadvertently say to others: 1. Tardiness = "It really doesn't matter to me … [Read more...] about Remember what they say about assumptions
Four records management errors that can get your firm into trouble
Managing the firm's business and personnel records goes beyond setting a simple timeline for record retention. Time is only part of the picture, says records management professional Diane K. Carlisle, CRM. Where most offices fail is not in missing the timelines but in mismanaging the records. Here she sets out elements of record management that administrators need to be aware … [Read more...] about Four records management errors that can get your firm into trouble
Creative approach to employee tardiness results in improved productivity
Broad and Cassel, a Florida-based law firm with nine locations across the state, wanted to address the issue of employee tardiness and explored the possibility of implementing a flexible schedule for support staff. "I took into consideration that my staff is composed of many parents/single parents," says office administrator Lourdes Sanders. "A flexible schedule would give … [Read more...] about Creative approach to employee tardiness results in improved productivity
Tight training budget? Try reading with your staff
By Steve M. Cohen bio Many offices place a low priority on training. It's an understandable situation, but one that rarely leads to positive results. Whether you're dealing with office technology, procedure or specialized skills, training is not something managers should take for granted. Training can also be related to good morale, professional development, and team … [Read more...] about Tight training budget? Try reading with your staff