How do I get along with a new coworker who is defensive about everything I say?

Question

Whatever I say is perceived to be a personal attack on her, when that's not my intention at all. Up until now, I've been the only one in the office and the company has grown to the point where I cannot do it alone anymore, so we found a person whom we believed would be a perfect fit. I have made every attempt to let her develop on her own, but she is giving misinformation to customers, and customers who have questions she should be able to answer, she's passing on to me (usually when the answer is "no.") It turns out, after a month-and-a-half, that she's not such a perfect fit afterall. Can this situation be salvaged?

Answer 1

Document these error incidents - they are affecting the business' relationship with its customers/clients.  Sit down and have a discussion with your manager about the problems, but do it with the attitude that you are looking for a way to help the other employee.  Explain that your attempts to help are being received defensively and that she's not responding to your attempts to help her.  Let the manager take it from there.

By the way, does she have a job description and a training checklist for this job?  Every employee should receive a copy of the description and training checklist.  The new employee should be assigned a proctor who will work with the employee to master individual tasks.  As each task is mastered, both the proctor and the new employee should initial on the checklist.  That way, everyone knows how the new employee is doing and where extra training needs to be focused.

Answer 2

Maybe you should just sit down and talk to her about it? Ask her if there is something that is bothering her or if there is anything that she doesn't completely understand but was not sure if she should ask.

Just be straight up front with her and honest. Tell her that you feel like she is taking things the wrong way and that all you are trying to do is help her so that she can be sure she is giving the correct info rather than not and having it turn into an issue.

Not sure if this will help or not but I always find that just being honest and rather than assuming something it's always best to just go to the person personally and ask. Often you find that it was just a small misunderstanding. And she may just feel a bit intimidated to ask a question because it might be a stupid question, or that's what she thinks anyhow?

Hopefully you will be able to get things sorted out and everything can move along smoothly.

Good Luck!

Answer 3

burn her at the stake!

or you could just move to a different company...

Answer 4

Get her manager involved.  why do you have to take the brunt of this.  provide the manager with facts, not opinions or feelings.

Answer 5

It doesn't sound like she is right for the job.  Since she doesn't take direction from you very well you should consult her supervisor. Maybe she will listen better to the person she perceives is in higher authority.