I work with Kris. He claims to be ENFJ and I'm not good enough at typing to disagree. I work in IT and he manages sales leads from the internet and helps the salesmen in his department with them. He used to be in IT as the webmaster. The salesmen in his department regularly go to him for help in things instead of calling the helpdesk and he is happy to help until it gets to the point where he can't keep up with his own job because of it. Then he calls the helpdesk, frustrated, and urgently requests that we stop what we're doing and take care of a particular salesman's technical issue immediately. He proceeds to complain that he can't keep doing our job because he has to do his own. When I say that we aren't asking him to, he says that they go to him instead of us because they don't feel they get answers from us or something. I don't understand where that can be coming from. I can safely say that at least 90% of the calls we get are fixed in short order over the phone and the remaining ones are either fixed in the same day or need to wait on tech support from external companies and the person with the issue is made aware of that.
Anyway, so last Friday I went around and changed all the wireless access points in all the buildings and departments from WEP to WPA2 and changed the password as well. WPA2 has a much stronger security encryption than WEP. At each location I personally gave the password to everyone using wireless who was there, in addition to the receptionists and asked them to hand out the passwords. The receptionists are more like personal assistants to the salesmen and sales managers. I also gave them to any managers who were there. When I got to Kris's department, I did the same and also let Kris know.
Over the weekend I got a few calls from people who got missed, but I gave them the password and they were on their way. Everything was fine until yesterday (Tuesday) when Kris called me.
What we really said:
Kris: Hey. I've been getting a lot of calls from people saying they can't get on the wireless or don't know the password. If you're going to go around and change the password on something, you NEED to let everyone know. Do your job.
Me: I did my job.
Kris: I don't think you did. I think you did part of your job, but you need to do all of it. I've been called from literally every salesman saying they don't know the password.
Me: That's strange, because I personally gave it to many of them.
Kris: You didn't give it to Bob or Matt or Chico (managers).
Me: They weren't there at the time.
Kris: You could have called them on their cell phone or emailed them or texted them. There are several ways you could have gotten that information to them. That's part of your job. And now I have to go across the street to help everyone.
Me: I let all the receptionists know and asked them to tell everyone else. They are often used for those tasks. I let you know so you could spread the word. I let everyone who was there know to let the people who weren't working that day know when they came in.
Kris: You didn't let Chico know.
Me: He wasn't there.
Kris: I don't want to hear your excuses. And now I have to do your job again. *click*
The thing is, my methods worked perfectly fine for all the other departments. They usually do. It's only the department that Kris works in that seems to have issues. The managers don't even use the wireless. They have desktops. But it's interactions like this that get me. My heart was pounding really hard when he got off the call. The conversation goes so fast and I can't think that quickly. All my responses sound like excuses and are defensive and it's never until later when I can think clearly and come up with what I really wanted to say.
What I wish I said:
Kris, what tasks are part of my job or not and whether I do them or not is between my boss and me. However, I appreciate your feedback and will try to accommodate your suggestions in the future. Is there something I can do right now?