I've got some solid input here I think...
As a chef, I'm responsible for the actions of some of the stupidest, most useless members of society. My work force consists of immigrants, legal and illegal, high school dropouts, ex-prison inmates, you get the picture. Getting these people to produce consistent results is a task more difficult than pulling teeth.
At any given moment, if I turn my back for even a second, they'll do the stupidest most idiotic thing imaginable. Something as simple as toasting bread. They burn half of it and send it out the pass thinking that somehow it's okay. This, at a high end boutique hotel in L.A. We get celebs here all the fucking time; imagine them getting a plate of burnt toast in front of them.
The end result of this is I gotta hear about everything at the manager's meetings. I've ironed out most of the kinks in this place but when I first started here I was like a fucking punching bag. I'd read the 48 Laws of Power and got to put some of those principles in action.
Basically, kill them with kindness. It's presumed that your job is safe and that you're reasonably good at what you do. If that's the case, then there's never any reason for defensiveness. If people want to trash on you or your performance, you give them impression of taking them very seriously. Do it with a good-natured spirit. Pretend that "you" are just a heap of trash in the corner, and you're on your accusers side, even joining in and agreeing with his assessments. This requires some practice, but it is the best way to defuse the situation and improve your stature in everyone's eyes. If higher managers are present, this move goes a long way.
This isn't to say be a pushover. If someone comes at me with an assertion that is false, I correct them firmly and keep it all about the facts.
Example (this conversation actually happened a few months ago):
Managers: "Thedude3737, it seems like you don't care about this job."
Me: "Nothing can be further from the truth. I bring my experience and passion for cooking to this position on a daily basis. It's been a fulfilling process to rise to the daily challenges presented here. While I may seem frustrated at times, it's only because I care."
Note how I didn't even address their concern at first, and ended my response with "...I care."
Another real world example:
Managers: "The food isn't coming up correctly. We had a VIP table and we were out of lamb for them. The staff meal is cold. Your employees are rude."
Me: "I agree with everything that's being said. As manager of the culinary department, it is absolutely my duty to ensure the quality of speed, service, and food to reach the highest standards, and we are currently not meeting these standards. I've begun an intensive training process that will correct these deficiencies, weed out the riff-raff, and build a team that can execute job duties to the standards that I set forth. "
100% of what I tell them is bullshit. I ride my cooks, sure, but to meet MY standards. Fuck the hotel standards.
Now, I've walked the walk. I actually accomplished what I say I'm going to. But what's important is how you handle yourself when shit's being thrown your way. Nothing is corrected overnight, but you can't tell that to managers. You can't say, "Well I just haven't had enough time!" That's a bitch answer. A politician answers with, "We are on a clear path to acheive our objectives. We know what must be done, the standards are clearly outlined, and it's simply a matter of following a critical path to acheive those standards." Keep spewing shit like this and you can take as much time as you need. Think about presidents and generals.
It's all a game.
As a chef, I'm responsible for the actions of some of the stupidest, most useless members of society. My work force consists of immigrants, legal and illegal, high school dropouts, ex-prison inmates, you get the picture. Getting these people to produce consistent results is a task more difficult than pulling teeth.
At any given moment, if I turn my back for even a second, they'll do the stupidest most idiotic thing imaginable. Something as simple as toasting bread. They burn half of it and send it out the pass thinking that somehow it's okay. This, at a high end boutique hotel in L.A. We get celebs here all the fucking time; imagine them getting a plate of burnt toast in front of them.
The end result of this is I gotta hear about everything at the manager's meetings. I've ironed out most of the kinks in this place but when I first started here I was like a fucking punching bag. I'd read the 48 Laws of Power and got to put some of those principles in action.
Basically, kill them with kindness. It's presumed that your job is safe and that you're reasonably good at what you do. If that's the case, then there's never any reason for defensiveness. If people want to trash on you or your performance, you give them impression of taking them very seriously. Do it with a good-natured spirit. Pretend that "you" are just a heap of trash in the corner, and you're on your accusers side, even joining in and agreeing with his assessments. This requires some practice, but it is the best way to defuse the situation and improve your stature in everyone's eyes. If higher managers are present, this move goes a long way.
This isn't to say be a pushover. If someone comes at me with an assertion that is false, I correct them firmly and keep it all about the facts.
Example (this conversation actually happened a few months ago):
Managers: "Thedude3737, it seems like you don't care about this job."
Me: "Nothing can be further from the truth. I bring my experience and passion for cooking to this position on a daily basis. It's been a fulfilling process to rise to the daily challenges presented here. While I may seem frustrated at times, it's only because I care."
Note how I didn't even address their concern at first, and ended my response with "...I care."
Another real world example:
Managers: "The food isn't coming up correctly. We had a VIP table and we were out of lamb for them. The staff meal is cold. Your employees are rude."
Me: "I agree with everything that's being said. As manager of the culinary department, it is absolutely my duty to ensure the quality of speed, service, and food to reach the highest standards, and we are currently not meeting these standards. I've begun an intensive training process that will correct these deficiencies, weed out the riff-raff, and build a team that can execute job duties to the standards that I set forth. "
100% of what I tell them is bullshit. I ride my cooks, sure, but to meet MY standards. Fuck the hotel standards.
Now, I've walked the walk. I actually accomplished what I say I'm going to. But what's important is how you handle yourself when shit's being thrown your way. Nothing is corrected overnight, but you can't tell that to managers. You can't say, "Well I just haven't had enough time!" That's a bitch answer. A politician answers with, "We are on a clear path to acheive our objectives. We know what must be done, the standards are clearly outlined, and it's simply a matter of following a critical path to acheive those standards." Keep spewing shit like this and you can take as much time as you need. Think about presidents and generals.
It's all a game.