Managing technicians

[radio frequency]

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We have a few older technicians that have been in pharmacy for years. While they are valuable, they also think they know more than the pharmacist and get super offended and dramatic whenever you try to even slightly manage their workflow (responses are typically "I've been here twenty years; I'm not a child! Oh my God. I pretty much run this place!").

How do you deal with this? I really don't care about drama; I have no time to deal with it. While these techs have a large knowledge base and are very helpful, I'm tasked with running the pharmacy and need to figure out how to deal with these attitudes and I do feel they need direction.

 

[wagrxm2000]

Most retail chains have write up procedures. Just kindly let them know that while what they are doing is correct, its not following proper work flow. After verbal warnings, written ones usually o the trick. Just make sure they understand its going to be more efficient this way.

 

[owlegrad]

I am in the same boat you are, I think. I have two techs, one with +10 years and one +20 years, who both seem to think they are God's gift to pharmacy and bulk at taking feedback. I agree with wag, just follow your companies disciplinary policy and work them up the ladder. They will ether improve or quit/be fired. I would say it isn't easy at first but the more you do it, the easier it gets. One tech seems to think she doesn't need any direction, the other breaks down in tears at the slightest suggestion that her performance is lacking. Sigh.

As for not having time for drama - OMG yes. I have never worked at a pharmacy with so much drama (almost certainly a direct consequence of not being as crazy busy as other stores I have worked).

 

[radio frequency]

Owle, do we work at the same store? My god, a day without tears (ahem...not mine!) would be a welcome change...

 

[owlegrad]

Owle, do we work at the same store? My god, a day without tears (ahem...not mine!) would be a welcome change...

LOL!

I don't get it. I have never had to worry about giving constructive feedback before (now wither or not my feedback was appreciated or acted apon...), the whole tears at work thing is a new one for me.

It's like...I don't need you to cry, I just need you to count pills a little bit faster, mmmkay? It's not personal, I am just asking you to follow company policy with regard to using the production safety zone, etc etc

 

[NateRobinson]

Just be respectful. Most older technicians want to be respected and if they sense that you are not respecting them, they will "rebel."

The good thing about these techs is they value hard work, they don't call out and they're extremely reliable. They fully understand that you have a job to do and that you intend to do it. It's how you come across that determines whether they will listen or give you hard timr

 

[catalyzt]

This sounds like my pharmacy. I have an ultra-sensitive technician that has worked +20 years and I can't figure out how to ask her to change her demeanor from doing things in no particular order to doing things more efficiently as described by the company's policies on workflow. I already tried explaining how the current workflow order benefits her, but it's like she doesn't even listen and is more focused on reacting and being hurt that I would dare question how she does things. I think pharmacy schools should have more business management classes because we don't get this training in the real world.

 

[radio frequency]

catalyzt, that sounds like my specific tech to a tee. She is very sensitive! I'm pretty non-abrasive, but one mere request to do something other than what she is currently doing is met with all out pouting, temper tantrums, and possibly tears. It's just over the top...

And it seems many of the other techs I've inherited have other different issues (some big ones due to lack of attention to detail and mental health issues) that affect their productivity. I wish we could start with a fresh pharmacy tech slate sometimes.

 

[Aznfarmerboi]

As a pharmacy manager, understand that you are in this role because you 1. Know what you are doing, or 2. Learning the job.

If you are new to the role, respect and coach them. Understand what they are thinking and ask open ended questions to ask for their buy in.

Here are some,

How do you see this going?
How did you contribute to this?
What could you have done differently?
What do you see happening if this continues?

If you work for CVS, use myImpact as a tool to help you.

Just don't forget there are many ways to solve a prob but the best way is them fixing it and you guiding them.

 

[Carboxide]

What I would do is address the tech about workflow privately, as done. If they got upset, I would (hopefully on the spot, but it CAN still be done now) say, "I get the impression this conversation upset you. I don't want you to think I don't appreciate how hard-working you are - you are very valuable to our staff! I only want to help the pharmacy move more efficiently, so that we all have a better day at work. What about this conversation did you find upsetting?" Then, you listen to their answer, and address their concerns. It is easy for people to take that kind of conversation as an attack - "You are not doing your job right" - even when that is not what you said or wanted to convey. In my experience, it is best to address their concerns directly, both to refute those concerns and also to let them know that you do care about their feelings and impression. If they are valued employees, you want to keep them. Don't let them feel undervalued.

 

[radio frequency]

Carboxide, you are good. Solid advice; I will keep it in mind. Thank you!

 

[Lexington2012]

Anyone tried using "motivational interviewing" techniques on their technicians?

 

[Carboxide]

Carboxide, you are good. Solid advice; I will keep it in mind. Thank you!

Thanks! It is much easier to do when you have more time to think but I try to 'practice' and do it on the spot when small things come up so that when bigger things do, I am more prepared and it is more 'natural' for me to remember. Luckily you can always go back after the conversation is over and start with something like, "I have been thinking about our conversation last week..." or something.

One more thought - I would imagine that one concern might be that they think the workflow is good as it is. My philosophy on changes in workflow or other things is, let's just try it. If it doesn't work, we can go back to the old way. Sometimes that helps others feel like they are not being locked in to the idea and also see that you are not being a know-it-all who knows how to manage workflow better than people who have been doing it longer. I always try to do that and luckily my bosses are super into the idea as well. We are able to implement changes quickly and sometimes we do take them back. It makes people more likely to give them a real try IMO.

 

[knight on horse]

Be alpha as ****

 

[RPh Who]

Be alpha as ****

Motivational interviewing is a total beta move lol

 

[bananaface]

You could have a staff meeting or group retraining and go over SOPs and what is consistently expected of everyone. Your techs need need and deserve clear expectations, training, and fair and consistent feedback. Sometimes overly sensitive folks can process change better when you give them a chance to have a learning experience and avoid making the the object of direct intervention right off the bat. You may need to give individual or group reminders if they have trouble adjusting no matter how you approach things. Giving mixed feedback where you also reference changes you asked for that went well can help keep people from getting defensive. If the expectations are set and they willfully disregard the opportunity to change, don't feel bad about holding them accountable. They are ultimately in control of their own outcomes and can take steps to meet expectations if they don't want to get coached.

 

[owlegrad]

@radio frequency Any updates? How's it going?

Me and my staff are getting adjusted to each other (well, they are adjusting to me anyway, lol) and it is getting a little better for me. One of my FT techs is on LOA though so when she gets back I might be back to square one, lol.

As to the "be alpha as ****" post, I did sort of do that the other day. My tech kept ignoring my instruction to use the drive through register for drive through transactions (why is that even something I have to tell you to do, let alone make an issue out of it?!). I got feed up with it and the next time she started ringing someone up that way I went over and turned the register off and told her to use the drive through register. She immediately broke down in tears and said she didn't mean to blah blah blah. On a positive note, she now uses the drive through register for drive through transactions. So maybe this isn't terrible advice, LMAO

Most of my techs are coming around with much less aggressive tactics needed though. 🙂