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When managers ask me about dealing with employees who are “disorganized” at work, usually what they mean is this employee loses track of information. It might be information that is called upon for regular use, will be called upon in the future or must be passed on to somebody else.
My first question is always this: What system should this person be using?
I’d say about half the time there is a perfectly good system in place, whether it be high- or low- tech. The problem is simply that the individual in question is not using the system. He or she doesn’t like it, doesn’t get it or never learned it.
So often, the basic training in using a system might have slipped through the cracks for this employee. Or maybe the training wasn’t very good. Or maybe this employee does not have a particular aptitude for this sort of system. Or maybe the individual in question just hasn’t done the work of learning the system and using the system.
Start here and you will solve half of such problems right off the bat: Insist this person get retrained on the system, and follow up in one-on-ones to make sure he is practicing after the retraining and then investing the time in making the transition to using the new system.
He may complain along the way, but once on the other side of adopting the system, he will reap great benefits from the increased organization, and so will you and everybody else who works with him.
A slightly more complicated challenge is when employees are struggling with an information management system that is in place but is really horrible. I’ve seen this so often: an organization where much of the day-to-day work is tied up in an outdated system that is overloaded, clunky and does not deliver the optimal functions to users. So, people struggle with it, complain about it and often blame small failures on the system.
What do you do? You join the chorus calling for a new system. But you should also ask yourself: Why are some employees much better than others at using the horrible system? The reason is that, no matter how bad the system might be, those individuals have mastered it as best as one can, so they get better results from it. Make sure those best practices are documented by the best-practice leaders so they can be taught to others.
You need to get everybody up to speed on using the best practices to make the most of a suboptimal system. In your one-on-ones with the weaker users, insist they start learning and practicing the best practices. Maybe you can get some of the power-users to coach the weaker users. You might need to rally the troops to get excited about getting better at using a horrible system.
The good news is that even the worst system is better than no system at all.