2004-02-28 - 7:25 p.m.

Position statement

Position statement for Dh.N.

Bh.S

I am unhappy at you for being a hypocrite, in many areas.

Firstly, you insist on me keeping my log in and out times accurate, going so far as to insist on me completing as little as two or three minutes overtime from my lunch, whereas you frequently show up up to 20 minutes late, and frequently take extended lunches, without filling out leave applications, as you know very well that call centre management would not dare to raise this issue with you, due to your close personal relationships with certain people. You also, indirectly and directly, frequently inform me of the importance of adhering to the company’s telephone and internet usage policy, which strictly forbids personal use for “more that two to three minutes per day”, and yet you spend an average of approximately two to three hours out of your working day, dependant on your workload, on making personal phone calls and sending personal emails. At one point, you spent an entire morning session researching and calling the various inner-city “day-spas” in order to arrange which one you will attend, whilst ignoring enquiry logs from myself and others, many of which were marked “Urgent”, as you often do, knowing that the blame for overdue enquiry logs can easily be shifted back onto the call centre Operator by finding a pedantic or technical error within the log (formatting, for example), which does not affect its purpose or level of efficiency.

Nevertheless, whenever I have a genuine reason to interrupt my work to make a personal phone call, which has only happened three times during my entire period of employment in your call centre team, you will either try to convince me that my reason for wanting to make the call is trivial – showing breathtaking hypocrisy! – or you will remind me of the importance to keep my not-ready times down, for reason of maintaining the call centre’s grades of service.

In addition, you are also reluctant to be of assistance when a caller becomes difficult, despite your verbal assurances to the contrary. This was demonstrated with catastrophic effect when you refused a transfer of a caller which subsequently became abusive, and, when eventually you did accept the transfer, allegedly lied to you regarding what was said between himself and me, which resulted in my being given a first official warning. To this day, you have not admitted fault in this matter, a fact which disturbs me often.

Bh.K

I am unhappy at you for much the same reason as I am unhappy with Bh.S. You both have an uncanny ability to be able to place moral and performance standards on call centre Operators that you wouldn’t begin to apply to yourself, nor do you have any generalised concept of the virtue of applying such standards equally to all.

In your case, specifically, you, being the least technically competent and the least willing to be of assistance of all of the team leaders in call centre, are the quickest to snap at me, and other operators when they come to you for help, without even allowing us to explain to you the situation of the call. Instead, in order that I not interrupt the important personal email that you are engrossed in, you typically interrupt me in order to ask an irrelevant question to which you already know the answer, in order to use it as a justification for sending me back to the caller knowing full well that I will not be able to help them. Then, when I inevitably return, you put on an act of being visibly disappointed in me, and either begrudgingly give me information to give to the caller, which is often inaccurate, or politely tell me that you are busy and that I would need to seek assistance from another team leader, despite it being plainly obvious that what you are doing is not work-related.

Bh.L

Unlike for Bh.K and Bh.S, I am not speaking to you from a position of confidence in my ability to do your job better than you. I am not completely aware of the demands on a call centre manager and therefore can not say with total confidence that the way you have treated me is not consistent with the best possible way in which you could do your job.

Having said that, I am at a loss to explain why you continued to insist that I not take any further leave without pay, but instead regularly work overtime to make up any lost time from doctors’ appointments and time that I must take off due to the fact I may no longer be physically able to continue working on any given day, even if it means paying me to sit at my desk and sob, unable to take any calls, sometimes for hours at a time. I would very much like to know the reasoning behind this decision, as it cannot possibly be beneficial for the business as I understand it, at least not in the immediate term. This is why I fear that you may not be genuinely interested in pursuing any program put forward by Ch.C to reintegrate me back into full employment with the company, but instead are sadistically attempting to have me relinquish employment with the company in order that you may avoid the shame of being responsible for the company having to pay me an eligible termination payment. Your complicity in the incident described above which resulted in my being given a first official warning supports this fear.

2004-02-28 - 6:21 p.m.

day 9 assignment / disc 7

What's most important to me in my life? The feelings/states I am after, that I value most (ends values)? These are the true driving force in my life, my "moving-toward values", in their order of importance to me?

1. Friendship 2. Freedom 3. Success 4. Belonging 5. Faith 6. Romance 7. confidence 8. Intelligence 9. Health 10. Transparency

A list of all the negative feelings/emotions I'd do almost anything to avoid - my "moving-away-from values", in the order of importance, starting with the one I would do the most to avoid feeling?

1. Humiliation 2. Anger 3. Lonliness 4. Despair 5. Feeling lost 6. Depression 7. Lack of self-control 8. Resentment 9. Frustration 10.

Inadequacy

For some of the most important moving-toward values, what has to happen for me to feel these emotions? That is, what are my beliefs of them or what are the rules that must be met for me to feel them?

Friendship: I like to have people pay me attention and take an interest in what I am saying. I like it when people like to spend time with me.

Freedom: I like being in my own flat and being able to decide what to do with my time and money.

Success: I like to be recognised at work for doing a good job, or by people for making improvements in any area of my life.

Belonging: I would like to have personal and and professional relationships in which the subject indicates to me that I am an invaluable asset to them.

Have I discovered any such beliefs/rules which limit the quality of my life? If so, which ones am I able to change now to improve my life forever?

When I am depressed sometimes, I think "I'm just like that", or, "That's just the way I am". Instead, I can recognise that I am able to change, and say "That's not like me, I am an overcomer".

2004-02-24 - 6:48 a.m.

day 6 assignment

Write down five questions I'm going to ask myself every morning for the rest of the program that will cause me to go into positive and powerful states. Ask myself these when I wake up in the morning with a sincere interest, answer them and create some feeling.

1. What are the things and people in my life that I am the happiest and most excited about right now, and how does that make me feel?

2. What can I do today that is powerful, productive and moves me in the direction of what I want?

3. What can I do today to lose weight and become fitter and enjoy doing it?

4. What is something great about myself that hadn't noticed before, and how will that affect me today?

5. What is it that I am most looking forward to about today?

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