1 00:00:02,029 --> 00:00:05,159 Speaker 1: Hi, welcome back to our Ask Me Anything segment where 2 00:00:05,159 --> 00:00:07,539 Speaker 1: we take on a question that you have sent us. 3 00:00:07,880 --> 00:00:11,039 Speaker 1: Our listener who I'll call Lucy sent us this one. 4 00:00:11,569 --> 00:00:14,539 Speaker 1: Lucy is in a small team of about 8 people. 5 00:00:14,710 --> 00:00:18,190 Speaker 1: Everyone is working in a high pressured environment with long 6 00:00:18,190 --> 00:00:21,629 Speaker 1: working hours. It's a specialist job and they have been 7 00:00:21,629 --> 00:00:24,989 Speaker 1: asking for more manpower because they're afraid to make mistakes. 8 00:00:25,180 --> 00:00:29,180 Speaker 1: Several mistakes have already been made because people are overworked. 9 00:00:29,389 --> 00:00:31,790 Speaker 1: As a result, the team has been subjected to a 10 00:00:31,790 --> 00:00:35,668 Speaker 1: few internal audits and they're just told to do better. 11 00:00:36,180 --> 00:00:39,479 Speaker 1: Now when they highlighted that they need help, management shuts 12 00:00:39,479 --> 00:00:42,339 Speaker 1: them down according to Lucy, and calls a few of 13 00:00:42,340 --> 00:00:46,700 Speaker 1: them troublemakers. Lucy is asking if middle management is not 14 00:00:46,700 --> 00:00:49,540 Speaker 1: listening to them and there are problems caused by a 15 00:00:49,540 --> 00:00:50,659 Speaker 1: manpower shortage. 16 00:00:51,240 --> 00:00:53,849 Speaker 1: How can they escalate this and to whom? 17 00:00:54,150 --> 00:00:56,869 Speaker 2: I think the situation here is that they have escalated it, 18 00:00:57,400 --> 00:00:59,759 Speaker 2: but the middle management is not listening. So when I 19 00:00:59,759 --> 00:01:02,099 Speaker 2: read this question, right, I just thought to myself like, wow, 20 00:01:02,400 --> 00:01:04,639 Speaker 2: I feel for Lucy and the team because it sounds 21 00:01:04,639 --> 00:01:06,179 Speaker 2: like they are really trying their best. 22 00:01:06,294 --> 00:01:08,245 Speaker 2: But they're not getting the support from the management. Yeah, 23 00:01:08,444 --> 00:01:11,245 Speaker 1: then do I whistle blow? Do I go higher up? 24 00:01:11,485 --> 00:01:14,004 Speaker 1: Because I think a lot of people do wonder whether 25 00:01:14,004 --> 00:01:16,643 Speaker 1: the higher ups know that there is an issue and 26 00:01:16,644 --> 00:01:18,964 Speaker 1: they are also trying to cover up, then it's going 27 00:01:18,964 --> 00:01:19,834 Speaker 1: to be even worse. 28 00:01:20,364 --> 00:01:21,455 Speaker 2: So I think at this point, 29 00:01:21,949 --> 00:01:25,080 Speaker 2: It really depends on how much faith Lucy has in 30 00:01:25,080 --> 00:01:27,720 Speaker 2: her management, the highest one, because there are sometimes management 31 00:01:27,720 --> 00:01:30,639 Speaker 2: they know, but they don't want to respond or they're 32 00:01:30,639 --> 00:01:33,518 Speaker 2: not responding appropriately. So the issue is not with not knowing, 33 00:01:33,639 --> 00:01:35,509 Speaker 2: but the issue is that management is not stepping up 34 00:01:35,510 --> 00:01:37,449 Speaker 2: to do what needs to be done. So if I'm Lucy, right? 35 00:01:37,574 --> 00:01:41,074 Speaker 2: I would say I would look at the management's responses. 36 00:01:41,165 --> 00:01:43,605 Speaker 2: Is it that the leaders that are there, are they 37 00:01:43,605 --> 00:01:45,605 Speaker 2: close to the ground? You know, if they're close to 38 00:01:45,605 --> 00:01:48,605 Speaker 2: the ground and if they are really caring about the 39 00:01:48,605 --> 00:01:50,565 Speaker 2: operations and the work that they do, right, then maybe 40 00:01:50,565 --> 00:01:52,205 Speaker 2: there's a chance that I can look for the right 41 00:01:52,205 --> 00:01:54,334 Speaker 2: leader to speak to. You also know that there are 42 00:01:54,334 --> 00:01:57,464 Speaker 2: leaders who are just on the ground for tokenism, just 43 00:01:57,464 --> 00:02:00,084 Speaker 2: to show face. They're not really caring about the workers. 44 00:02:00,165 --> 00:02:02,684 Speaker 2: So I think she needs to see other such people, 45 00:02:02,764 --> 00:02:04,355 Speaker 2: such managers in the office. 46 00:02:04,750 --> 00:02:07,720 Speaker 2: I think also in many companies they have got employee sentiment, 47 00:02:07,940 --> 00:02:10,740 Speaker 2: engagement surveys. Has there been certain things like they've done 48 00:02:10,740 --> 00:02:11,860 Speaker 2: before and 49 00:02:11,860 --> 00:02:14,538 Speaker 1: feedback loops as well. Yes, there been things that have 50 00:02:14,538 --> 00:02:15,570 Speaker 1: been mentioned a few times. 51 00:02:16,059 --> 00:02:19,720 Speaker 2: So usually like from my experiences, people do give feedback, 52 00:02:19,860 --> 00:02:22,270 Speaker 2: but they get very disappointed and discouraged when the feedback 53 00:02:22,270 --> 00:02:22,859 Speaker 2: is not acted on. 54 00:02:22,975 --> 00:02:26,013 Speaker 2: And year after year, the same thing happens. I'm guessing 55 00:02:26,014 --> 00:02:28,485 Speaker 2: here that Lucy's situation is not the first time. I 56 00:02:28,485 --> 00:02:30,684 Speaker 2: believe that this has been repeated for a particular amount 57 00:02:30,684 --> 00:02:34,274 Speaker 2: of time already and maybe it's getting like too much talk, 58 00:02:34,404 --> 00:02:36,955 Speaker 2: no action, and nobody seems to be bothered, and yet 59 00:02:36,955 --> 00:02:38,975 Speaker 2: they are the ones who have to face the consequences. 60 00:02:39,125 --> 00:02:41,925 Speaker 1: OK, I'm going to play devil's advocate here. I hear 61 00:02:41,925 --> 00:02:44,595 Speaker 1: that Lucy saying that they were subjected to a few 62 00:02:44,595 --> 00:02:45,734 Speaker 1: internal audits. 63 00:02:46,149 --> 00:02:48,809 Speaker 1: And these internal audits have shown that they could be 64 00:02:48,809 --> 00:02:51,729 Speaker 1: doing better. So from the management's point of view, there 65 00:02:51,729 --> 00:02:54,649 Speaker 1: is no problem in terms of a manpower shortage. So 66 00:02:54,649 --> 00:02:57,008 Speaker 1: what exactly is wrong in this 67 00:02:57,008 --> 00:02:57,410 Speaker 1: situation? 68 00:02:57,529 --> 00:03:00,410 Speaker 2: So when internal audits flag out things, right, then it's 69 00:03:00,410 --> 00:03:04,050 Speaker 2: supposed to send management into investigation and mitigation mode. They 70 00:03:04,050 --> 00:03:05,369 Speaker 2: start to look out for what's the issue, what's the 71 00:03:05,369 --> 00:03:06,649 Speaker 2: root cause? Is it manpower, is it? 72 00:03:06,794 --> 00:03:09,574 Speaker 2: Sources, is it a policy or process issue. And they 73 00:03:09,574 --> 00:03:09,735 Speaker 2: found 74 00:03:09,735 --> 00:03:11,455 Speaker 1: that there's nothing. It's just that the team has to 75 00:03:11,455 --> 00:03:12,735 Speaker 1: just do better, that's what they say. 76 00:03:12,854 --> 00:03:14,734 Speaker 2: So I'm just wondering why is there that the ground 77 00:03:14,735 --> 00:03:17,853 Speaker 2: feedback that it's not enough manpower and the lack of 78 00:03:17,854 --> 00:03:20,615 Speaker 2: manpower is causing all these mistakes to be made. So 79 00:03:20,615 --> 00:03:22,335 Speaker 2: somewhere along the line we can see that between the 80 00:03:22,335 --> 00:03:25,014 Speaker 2: management and the ground staff right there is this there's 81 00:03:25,014 --> 00:03:27,394 Speaker 2: a disconnect disconnect, there's a mistrust and 82 00:03:27,660 --> 00:03:29,710 Speaker 2: If this carries on, right, I think it's just going 83 00:03:29,710 --> 00:03:32,750 Speaker 2: to make work very unbearable. Yeah. So at this point 84 00:03:32,750 --> 00:03:34,869 Speaker 2: of time for Lucy's case, I think it's either you 85 00:03:34,869 --> 00:03:37,190 Speaker 2: stand your ground and you try to hope for the best, 86 00:03:37,270 --> 00:03:39,029 Speaker 2: look at the leaders that you have and try to 87 00:03:39,029 --> 00:03:41,350 Speaker 2: see whether you get to the right person or wait 88 00:03:41,350 --> 00:03:44,220 Speaker 2: for the right opportunity for things to change. That's one. 89 00:03:44,550 --> 00:03:46,750 Speaker 2: The other one is, of course, you leave. You find 90 00:03:46,750 --> 00:03:49,550 Speaker 2: another place where you can contribute meaningfully because I think 91 00:03:49,550 --> 00:03:51,990 Speaker 2: she loves her work. Yeah, so find a place where 92 00:03:51,990 --> 00:03:54,949 Speaker 2: you can perform, you can do your role without all 93 00:03:54,949 --> 00:03:57,110 Speaker 2: these situations and environmental factors. 94 00:03:57,490 --> 00:03:59,089 Speaker 2: Of course, there's also a third thing, right? Some people 95 00:03:59,089 --> 00:04:01,369 Speaker 2: would say, you should be the change. You should stay 96 00:04:01,369 --> 00:04:03,889 Speaker 2: on and you know the issues well, raise your hand 97 00:04:03,889 --> 00:04:08,160 Speaker 2: volunteer to try to solve it, but that's a long shot. Whistleblowing, 98 00:04:08,649 --> 00:04:10,929 Speaker 2: whistle blowing, if the policy is there and if the 99 00:04:10,929 --> 00:04:14,210 Speaker 2: management is indeed serious about it. My own gut feel 100 00:04:14,210 --> 00:04:17,010 Speaker 2: from this is that they know, but they're not doing 101 00:04:17,010 --> 00:04:19,709 Speaker 2: anything about it and they're just pushing the blame down 102 00:04:19,709 --> 00:04:21,850 Speaker 2: and letting the people on the ground shoulder it. So 103 00:04:21,850 --> 00:04:24,209 Speaker 2: if that's the kind of response from the management then. 104 00:04:24,779 --> 00:04:26,670 Speaker 2: No amount of blowing our feedback will help. 105 00:04:27,420 --> 00:04:31,179 Speaker 1: OK. Well, Lucy, I hope that your situation turns for 106 00:04:31,178 --> 00:04:33,570 Speaker 1: the better and I hope our conversation perhaps will even 107 00:04:33,570 --> 00:04:36,859 Speaker 1: give you the right tools to advocate for yourself or 108 00:04:36,859 --> 00:04:40,178 Speaker 1: your team. If like Lucy, you have a work related question, 109 00:04:40,260 --> 00:04:42,779 Speaker 1: do send it to us. We are at CNA podcasts 110 00:04:42,779 --> 00:04:48,690 Speaker 1: at Medcorp.com.sg. We are also on Spotify, Apple Podcasts, Meliten 111 00:04:48,690 --> 00:04:51,738 Speaker 1: and YouTube where a video version of this is at. 112 00:04:52,109 --> 00:04:54,690 Speaker 1: The team behind the Work It podcast is Kristina Robert, 113 00:04:54,850 --> 00:04:58,409 Speaker 1: Joanne Chan, Junai Johari and Sai Ye Win. Sound mixing 114 00:04:58,410 --> 00:05:01,600 Speaker 1: is by Carrie Lim, video by Hanida Amin. I'm Gerald 115 00:05:01,600 --> 00:05:05,200 Speaker 1: and I'm Tiffany. Have a smooth work week ahead.