I have a group of 3 front office workers, all of them working part-time (50%), 2 every morning and 1 in the afternoon. Two of them just don't seem to get along, the third tries to keep out of the quarrel and keep the peace.
I have just been appointed their manager, so my insight in the problem is still limited.
The 'problem case' has returned from a burn-out situation and I feel she is not completely healed yet. There seems to be an issue with her work, both volume-wise and quality-wise. The previous manager agreed to her request that she be shown every mistake she makes and has set a weekly meeting to discuss this.
The 'trouble maker' is continually complaining about the lack of volume and errors. At each and every opportunity, which is already starting to annoy the hell out of me. ('yeah I came in a bit early today, and luckily so because I spent the first half hour correcting mistakes'). I see some very paranoid behavior, where she refuses to handle some tasks that are already late 'because then my name shows in the system and they will blame me for being late' or where she asks other managers to put comments into her files that certain actions were taken on their request. Very counterproductive... She tries to hijack our O3's and turn them into a half hour complaining session about her colleague. She goes through a lot of trouble to keep other people the focus of my attention and not discuss her own functioning in our O3's.
My thoughts on the situation: pointing out mistakes and singling out one person in a meeting seems counterproductive, especially if that person is still not at 100% mentally. I have yet to run reports from the system to see if the lack of volume is real or only perceived. I am however going to sit at the front office for one or two afternoons each week to see if I can get some insight in the quality of work and be more available for questions as well.
I am most worried about the 'trouble maker' at the moment. I'm not sure how to handle her. I want to get rid of the destructive behavior and improve the working atmosphere. Can you let me know your thoughts?