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Hi Everyone, I am trying to apply for a Technical Support role at Dropbox I’m entering all the required fields but there seems to be an issue, when I hit submit after filling the form, it doesn’t submit and throws error ‘Looks like you left this blank! Please fill out this required field’ when all the fields are entered already (I have checked so many times, and filled the form from scratch several times too). Anyone from Dropbox who can put me in touch with HR or suggest what I should do next?
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It’s unusual to get all 3 that are poor performers. Would say either 1) theyre new and they still need time to pick it up, especially in a virtual environment or 2) you need to change your training style
If they are brand new I’m not sure there is anything to discuss. Most new hires just need time for things to start clicking. I think it’s normal to get work from new hires that needs work. It’s just a matter of how much time you have to coach them versus fixing it yourself.
Yeah that does sound frustrating. I will say that it is tough to learn if you don’t clear the comments yourself. Sounds like you’ve got a pretty tight turnaround though.
Don’t redo their work. I’ll never understand this. How can someone learn and grow if you don’t give them the opportunity to? If it’s your responsibility to review, call them over Teams for 5 minutes and walk them through corrections. Have them correct it. If that still doesn’t work, leave review comments so it’s documented. When senior or manager reviews, they will deal with that then. Don’t sacrifice your own work for teaching, that’s not your main job as it is your senior. Don’t throw anyone under the buss but let your senior know this is a challenging environment for new hires and they are struggling with concepts. Be honest that you are trying your best but also need to focus on your work. Your instructions may not be that clear to someone who has no idea what’s going on and started in a remote environment. Always opt for quick phone calls and share your screen. Reduces issues.
A client should not be giving you a 45 minute deadline. If you have these Shupe short deadlines, your higher ups should be involved.
I’d set up a formal meeting with your manager to talk it through and they can bring performance issues up the chain. Make sure you have facts to back up the performance issues, specific examples will go further than a generic statement.
Not sure how long they’ve been working with the firm but could also be the learning curve, if you bring it up too early manager is just going to say “well, they’re new”. But also is good to bring up periodically so it’s not coming out of left field one day down the road.
If they are all not doing well, may it is the training you give. Could be. Just saying. Instructions sometimes are hard to follow.
Hard to agree on this. I CCed my manager whenever I gave them instructions. My manager liked the instruction because I put a step by step instruction with screenshot and even pre-recoded video. I can't provide a real time training because these three A1s are working in different countries with different time zones. I used to have 3 training sessions a day, but it was't efficient at all for me, so I had to provide a written or video instruction instead.
Sounds like the associates are not being coached and trained properly. Have you tried giving real time feedback? Jump on quick calls and assign coaching notes. Snapshots are not the tell all feedback for the firm. You can also bring in your manager for help with coaching, that’s why they are there.
Maybe your training style needs adjustment. Do you know if other acting seniors are facing the same issues?
I understand your problem. I was in a similar position with someone I trained who was struggling, even after I would send screenshots and even sat with him to go step by step through the process the first time. If you have time, definitely send stuff back to them to redo, but when there’s a close deadline you have to redo their work sometimes. I’ll still always send detailed notes I take as I make changes, and I offer to setup a time to go over anything the person didn’t understand. If they’re not taking advantage of that, and they’re still struggling, you may need to address it with your manager. They may have a suggestion of how to help them improve, and that way your manager is aware that you’re having to redo a lot of their work. With being remote, and especially with everyone in different time zones and countries like your case, everything is a little more complicated, but it sounds like you’re doing the best you can to try to help them.
What practice is this?
I think everyone here is right.
And easier said than done, but you need to communicate better up and down
OP -
(1) have you actually asked guidance from your manager and director? Communicate this sooner than later in to the job.
(2) you seem to be acting senior in project management or managing the job - but are you in fact at senior level in coaching/teaching? A 2 page instructions may not be conducive to learning - the amount of time you spent typing it could have been a phone call discussing more clearly and in detail.
(3) Per above, it seems like you are giving feedback on the work - but are you actually giving feedback to the individual?
(4) it sounds like there is a staffing issue here - 3 new hires and no seniors. The manager should be aware of this gap and you should be able to speak to them.