Learning From Experience in a Toxic Work Environment
In order to build capital for when I’m ready to start GKB, I recently got a job as a receptionist in a small vet’s office. When I got it I was beyond excited- I had been looking for a long time for a job that was exactly that- an easy 9 to 5 that still had to do something with animals; a job that I can use as a means to an end when I’m ready to pursue my dream job. The job is exactly what I need at this time at my life. The work isn’t hard, but I am still learning how to do things, and I’m one of those people who take mistakes hard- as soon as a mistake is brought to my attention I scramble to apologize, take responsibility, fix it, and never make it again. In all of the jobs I’ve ever had in my life, that would be the end of it. In this job, however, that is not the case. Because my boss, is a yeller.
It goes a bit further than that. But first let me give you a little background about my boss. My boss re-opened this vet’s office 17 years ago. After she decided she didn’t want to be an engineer (which she studied in college), she opened the hospital by herself and has pretty much ran the place all by herself, with the exception of hiring a few helping hands which inevitably have either left or been fired. She takes medication for anxiety, as well as many other things because she’s rather unhealthy (she’s in her late 30′s and she’s had multiple heart attacks and a tumor removed.) She also has a 7 yr-old daughter who has diabetes and a movement disorder so she’s always moving around. Her husband is existent, but has OCD and rarely helps with their daughter because things like giving her insulin make him too nervous. So, it’s obvious that my boss has a ton on her plate, and has for the better part of her life. That is fine, and I understand that she must be very stressed most of the time. That being said, the frustrations come out at work- mostly directed at her employees and specifically, since I’m new, me.
Coming back to the yelling. My boss (we’ll call her Stephanie, so I can stop saying ‘my boss’) yells a-lot. She yells at her daughter when her daughter comes to work with her. She yells at the doctor when the doctor asks any sort of question. She yells at me, when I make mistakes. Today, for example, she was angry because I had made a mistake regarding something I had never been taught... it’s very unsettling. So that’s my boss.
Now that we’re done with the background info, we can move on to my co-workers, my work environment, and the reason what the purpose of this post is. My work environment is, to say the least, extremely negative. At least 40-50% percent of my time at work consists of negative energy- impatience, anger, blame, tension. It stems from the people. There are currently 6 people running the vet’s office. There’s me, and then there’s a brand new doctor whose close to my age, just started a week after me, and slowly becoming a friend of mine. Another is a 16 year-old intern whose fine and stays out of drama. The other three people- my boss, the receptionist before me, and the doctor that’s been here before the new doctor came in, are all awful. No one works as a team and no one takes responsibility. No one is passionate about their job and everyone can not wait to go home. God forbid one thing go wrong and the whole day goes to shit and everyone is in a bad mood. They openly argue and yell at each other. The receptionist before me that has been ‘training’ me literally got into a yelling match with a customer. It’s insanity. I have learned that it’s futile to argue, even if something was in no way my fault, because the other person will refuse to let it go. I think the worst is the talking behind everyone’s backs. The doctor that we have now- before the new young one can officially start- is pretty bad. She gets angry when I tell her that she has another appointment, because all she wants to do is go home. Stephanie constantly talks with the receptionist about the doctor behind her back. Everyone curses, usually in anger, whether there is a customer in waiting to be seen or not. It’s unprofessional and unnerving.
So, the reason why I’m taking the time to write this post. I’ve learned something very important from working in this sort of environment for only 2 weeks or so: Workplace environment is extremely important, when it comes to not only the well-being of the employees, but also the caliber of the business. I’ll break that down into two parts as to why:
Part 1. Well-being of employees: This is obvious- if there is a negative workplace environment, unless the employee literally does not give two shits about their job, it will have a big impact on them as an employee and a person. I am literally scared of my boss. I’m scared to ask questions, and I’m scared to make mistakes. I’ve only been working here for 2 weeks and I considered quitting. When she gives me this look that lets me know I’ve screwed up, my heart drops and my anxiety skyrockets and I have to keep from crying right then and there.
Part 2. Business Caliber: Would you ever consider going to a business where you heard that one of their employees flat out argued and yelled at a customer and called them a liar? I would never step a foot in that place. That is how a business eventually fails- terrible customer service (especially at a repetitive level, which is the case here as well) has the power to shut a business down. No one wants to give their money to a rude business that provides sub par service- which brings me to my next point regarding business caliber and negative workplace environment.
Because it feels like a crime to ask questions, they don’t get asked and mistakes are made. And when mistakes are made and no one wants to take responsibility, mistakes don’t get fixed or they get fixed late. This is not good practice for any business, because mistakes can be made when it comes to things like customer payment. While that’s just one example, it’s a very big one. Customer trust businesses with their money, and when they find a mistake it’s very unnerving for them. So they come to the business and what happens? The boss doesn’t know anything about it, so she has to refund them (hopefully). It’s a mistake that could have been avoided if a question had been asked or responsibility had been taken if a mistake was made. The problem is, these things don’t happen in a negative work environment, because people are scared to even ask in the first place.
So you can see the direct and indirect affects negative workplace environment has on a business and it’s employees. Now, the lesson that can be learned from this.
First, I have learned to highly value positive workplace environment and management. I look back at some of my old jobs and how positive they were, but I didn’t even notice how important the positive environment was because I assumed that’s how a business is usually run. Now I know that not all of them are run like that.
Second and most importantly and relevant, I take it all as a lesson for when I become a boss myself. When my business grows large enough that I will need employees, I will never want them to be afraid to ask me questions. I will train them properly, and although I will let them makes mistakes because I believe that is a valid way of teaching, I will not chastise them for it or make them feel like complete failures when it happens. I’ll simple say it’s okay and show them how to do it for the future. I have vowed to myself to foster a helping, kind, patient work environment where everyone helps everyone and negativity isn’t allowed. I will hire like-minded people who function like me- passionate, patient, positive, and wanting nothing more than to provide amazing service and love their job and where they work.
This experience has taught me about what kind of work environment I will want when I hire employees. I always knew I would want a positive work environment (what normal boss doesn’t?) but this experience has taught me just how important it is to have that. Not just for the well-being of the employees, but for the future of the business as well.