The role of practice manager can bring its challenges daily and involves working with a wide range of staff and personalities; it requires me to use all the six emotional styles of leadership described by Goleman et al at one time or another. Decisions I make in the practice may be superseded by a partnership decision and this can affect both my emotions and that of the rest of the staff. It has become clear over the last few years that our practice administrator has lost her motivation and sense of job role and responsibilities which has led to a drop in performance and an increase in mistakes. The member of staff has worked at the practice for over twenty years and is held in high esteem by the partners. The situation had progressively got worse over several months and I had taken on some of her job roles to ensure the service still ran smoothly which had negatively impacted my workload. I discussed the issue with the partners and was met with a mixed response. The general consensus being they did not want to upset her and we needed to tread carefully. Alongside my own frustrations I was also dealing with the frustration of the administrative team who were having their workload affected by her mistakes. I discussed this with the partners and explained that although I understood they did not want to upset this member of staff her actions were having a negative effect on the whole team and staff morale was particularly low. A plan was put into place to offer more support to the member of staff in a calm, unchallenging manner. Regular supervision was put in place to ensure she felt supported and areas where we could improve processes were looked at to try and improve her job satisfaction thus improving work performance. During the process I ensured the other team members were also supported and ensured any extra workload was managed appropriately to avoid further animosity amongst the team. To boost morale and to improve relationships within the team we arrange a staff night out to enable to the staff to relax together away from the pressures of the practice.
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