Fighting Back using Assertiveness

[Pat Stamp]

In our DO we have the following situation:
1. Since Christmas, all our overtime has been stopped.
2. The casuals who have been with us since the Christmas before last were all recently told that they would no longer be required.

The casuals were always paid until they had fully delivered their walks and were subsequently given most - but not all - of the heavier walks, often working until 4 or even 5pm. The rest of us - including the night time drivers - now have to cover an extra half dozen of these heavier walks. When a number of us have to absorb a walk we have to do this first thing. Then, when we return, we can start on our own walks. As it is, there often isn’t enough time to do our own walks, let alone absorb another walk. The pressure is extreme and quite a few of the postmen are caving in and doing extra time for nothing. Feelings of resentment and anger are increasing. Now, an increasing number of us are beginning to make a stand.

I've trawled this website for comments and opinions on the subject and have strung them together with some ideas of my own. We've printed these out and have begun passing them around. It's beginning to have an effect as more of us stand up to the ongoing pressure to work for nothing. I thought I'd post them here for anyone who finds themselves in a similar situation. I'm sorry I haven't attributed the comments I've taken from this website to the people who wrote them, but that would complicate printing it out for others too much.

The following is an edited extract from the RM Chat Website:
DELIVERY AND CUTTING OFF

The Agreed National Guideline states that

3.1 Prior to Commencement:

a) Where an employee feels that on completion of preparation he/she may experience difficulty in completing his/her delivery within the authorised time allotted, he/she should approach his/her manager as soon as possible before setting out on delivery. It will be for the manager to discuss any problem and advise the employee what particular action should be taken.

Correct procedure for working to your time. (No overtime)
Get into the office and do your sorting and IPS if it's in your contract. If, because of the amount of mail, you do not think you will finish in your contracted time, and if you do not want overtime, all you need to do is at your earliest opportunity inform your line manager that you wish to work just your contracted hours. Ask the line manager or DOM how he wishes you to proceed (AT THIS POINT, NEVER SUGGEST ANYTHING. LET HIM TELL YOU WHAT HE WANTS). If he says you should be able to complete (which he would normally say), thank him for his opinion, then tell him it does not agree with your knowledge of the walk. If he insists it can be done - or tells you someone else could do it/ you're not fast enough etc - ask for the walk to be walk-tested. If you're sure the walk can't be done in the time, the walk-test will fail and it will be proven that the job cannot be done in time. Managers don't like walk-tests because they actually do know the walks are too long, so be assertive on this point by saying again and again that you want the walk to be walk-tested. As far as I know we're not actually allowed to suggest that we cut-off, so it's really important to GET THE MANAGER TO TELL YOU WHAT HE WANTS.

= * = * = * = * = * = * = * = * = * = * = * = * = * = * = * = * = * = * = * = * = *

There is a brilliant little book on assertiveness called When I Say NO, I Feel Guilty by Manuel Smith, available from Amazon as a Used Book for less than £4 Get It! It's A Great Investment!

One of the techniques in it is called BROKEN RECORD where you keep repeating a key phrase, again and again and again…. Here are a couple of examples how this works:

Example 1:
YOU: I've prepped my walk and I can see that I'm not going to be able to deliver it all in the time available. What do you want me to do? (Broken Record)
MANAGER: There isn't a problem with this walk. I can't see why you can't complete it.
YOU: I know this walk well and know I'm not going to be able to deliver it all in the time available. What do you want me to do? (Broken Record)
MANAGER: Take out all the first class mail and deliver that.
YOU: OK, but even though I’ll be taking out less bulk, I still won't be able to finish in the time available to me. What do you want me to do? (Broken Record)
MANAGER: Well, do the best you can…
YOU: But what do you want me to do at the end of my shift if I still have undelivered mail? (Broken Record)
MANAGER: Well, bring back what you can't do….
YOU: OK, thanks…

Remember that once you agree to what you can do, it's more difficult to bring any back unless you develop a fall-back position - like arranging to bring back what you can't manage. Therefore don't take too much! If you are unsure, take a bit less than you think you can do or arrange to bring back what you can't manage.

Sometimes it's OK just taking out the first class, but often you get tricked into doing extra time if you agree. The walks are too long and doing just first class doesn't make them shorter. You still have to ring all those doorbells and climb all those stairs etc! That last sentence is really important: YOU: But what do you want me to do at the end of my shift if I still have undelivered mail? (Broken Record)

Example 2:
YOU: I've prepped my walk and I can see that I'm not going to be able to deliver it all in the time available. What do you want me to do? (Broken Record)
MANAGER: Jones always finishes this walk in time, so I can't see why you can't complete it.
YOU: I understand what you're saying, (or, I don't know about Jones) but if you want to have the walk walk-tested, we can see how long it really takes. (Broken Record)
MANAGER: He's faster than you
YOU: Perhaps he is, but if you want to have the walk walk-tested, we can see how long it really takes. (Broken Record)

Have a couple of Broken Record sentences prepared. Whatever the manager says, answer politely with little sentences like ‘OK, but…’, “I see your point, but…”, “perhaps you're right, but…” “I understand, but…”, “I understand what you're saying, but…” then follow with BROKEN RECORD:
What do you want me to do?
or
but if you want to have the walk walk-tested, we can see how long it really takes..
or
I don't know about Jones, but some of the others are feeling intimidated and just doing extra time (indicating that you don't feel intimidated)
or
I'm happy if you test my prepping speed, but I want the walk walk-tested at the same time
or
I'm happy if you test my prepping speed, but I want you to put down your reasons in writing first so that I can log it with HR in Sheffield (See below, at end)
or
any other sentence that you think will work as a broken record

The whole point with assertiveness is not to get into an argument about Jones or 3 hours versus 3 ½ hours etc. You might win or lose an argument and if you do lose, then it will seem the manager is right (even when he isn't!) By answering politely and just coming back to your BROKEN RECORD, you’ll have a much better chance of assertively getting your point across.

= * = * = * = * = * = * = * = * = * = * = * = * = * = * = * = * = * = * = * = * = *

EXTREME FLEXIBILITY
Until recently, instead of overtime, some of us were offered time in lieu: we could accumulate and hour or whatever on different days until we had enough for a day off. This has been stopped now too. Instead, if we go over now, provided we've cleared it with a manager before we leave the depot, we're told that we can report it to that manager the following day and then come in late the day after that: an hour overtime = start an hour later etc. But this just messes with your shift: you're out of synch with everyone else and, inevitably, you're late again

= * = * = * = * = * = * = * = * = * = * = * = * = * = * = * = * = * = * = * = * = *

Further edited extracts from the Royal Mail Chat Website:
If you are told you must deliver it, tell your union rep or stand your ground. Trying to make you do compulsory over-time is an illegal action. Inform the manager that forced overtime is an illegal working practice and you wish to fill out a BH1 form. Don't get worked up about it. Stay calm and relaxed. Your manager has probably tried to talk people into doing too much for half of his career. He's an expert at it, so stand your ground. Do a fair day’s work for a fair day’s pay.
(Broken Record: If you want me to do my half-hour flexibility this week I’ll do it , but I won't do any more than that. Making me do compulsory over-time is an illegal action. For personal reasons I need to complete on time today. And the same again tomorrow!)

He can then tell you to streamline the mail, take out part of the walk, or take out ALL of the walk but bring back what you cannot complete after your time expires. Regardless of what your line manager tells you, as long as you have notified a manager AND notify a manager (probably a manager on the next shift) when you return, there is nothing they can do about it.

If you and your manager have agreed to what you take out, but if after starting you spend ages writing 739s or you were told to take out too much and you can’t complete, then just ring them up and ask what they want done with the leftovers! If they say you have to do it, inform them you will bring it back as you will work your hours and no more and its up to them to get it delivered. Give them the choice and don’t get upset and mouth off. Time taken to complete any walk is an inexact science and you have done your best to complete.
(I hear what you're saying, but I can't complete today. I'm working my hours and no more. It's up to you to get it delivered. Broken Record.)

Request a grievance form ASAP if they start harassing you. Put it in writing and log it as a grievance or concern with:
HR by phone 0845 6060603
or ring the Royal Mail Bullying and Harassment Helpdesk: 0800 587 4777
or the CWU Harassment Hotline 020 8971 7380 or 020 8971 7593
or email: cwu-helpline@cwu.org and inform them.
Despite all their faults RM do have some good systems in place so it is up to us employees to use them. My view is always "work the system"

Managers only do this kind of thing because we let them get away with it, so just say NO and they will soon back off - if it’s done right. Anything else gives them the chance to intimidate you and force you against your will to complete without pay. If you can, get a witness when you talk about cutting off, just in case.

In terms of cutting off, try to do it at least an hour before going out so they can't say you have left it too late. (In our DO we do it just before bundling up.) If they give you a real hassle say that they are welcome to meet you at the end of your walk and that way they can not only check you have worked to time but can also take any extra mail off you. It is illegal to make you work over your contracted hours.

They might try the 30 minutes flexibility stuff - tell them that can't be applied to an individual worker but only the office as a whole and of course only in exceptional circumstances. And, it only applies once a week. They might try the flexing argument (you won’t work or haven't worked to time this week = you'll finish early (on Thursday) or you finished earlier (yesterday). Just say you have finished on time and don’t foresee finishing early today.

WALK TESTING & PREPPING TOO SLOWLY
You have every right to demand a walk-test. If they are using this to withhold wages, a tribunal would laugh them out of court on an unproven work load planned by a computer.

If you are continually going over your time and the managers will not go for walk-testing then write to them with all your concerns. Copy the letter to your CWU rep and send a copy to HR in Sheffield. Keep calling the HR help desk and log your concerns and any replies from managers.

If your manger comes back in writing (or verbally) that you are prepping too slowly ask in writing for that to be checked too. Keep updating any complaints made to HR on the phone lines.

Another tactic they don't like us using is to do the walk-test yourself! How, you may ask! Well I use a Garmin 201/305 model GPS wrist operated unit. Get your CWU branch to buy one (less than £100) or ask a runner in your office as they all use them to assess speed, average speed, gradient, stationary time, distance and so on! Even heart rate!!!
Press go at the start of delivery and forget it until the end. Download it using the software and you end up with a comprehensive analysis of your delivery measured exactly to the nearest metre!! It will give an average speed and an exact distance/time. It will also map your route to prove without question what constitutes a true reflection of your delivery.

Pegasus/Georoute is flawed because it doesn't measure stationary time (739's, gates, security of mail etc) RM hate this system because it is too accurate! Surely that is the point!!

I am trying to get this system accepted at national level but nobody seems to be interested! Even the CWU doesn't reply to me!! It puts you in command of the situation and the figures cannot lie, so RM have to take notice. Its just a shame the CWU don't make more of this technology as it all win win for us!!

Work your time, start on time and finish on time and they can do nothing about it, whatever they might threaten you with. All people need to do is be brave enough to stand up to them. As long as you know you are not taking liberties and it really is too much work for you to do, then cut off and do it with pride. Don’t be intimidated! They might set up a fake meeting in the office to make you feel like you have done something wrong, but nothing will ever be sent off. It’s all a tactic to intimidate you and get you to work for free.

= * = * = * = * = * = * = * = * = * = * = * = * = * = * = * = * = * = * = * = * = *

If you read the book When I say NO I feel guilty, you’ll realise that quite a few of the managers are trained in the techniques of assertiveness. Those managers that try to get us to work for nothing, are trying to impose an unjustifiable position. (Some managers in our DO are actually on our side. You can tell they hate what's happening as much as we do and just want it to work properly.) We therefore have the moral high ground. Leaning to be assertive you'll be using the same tools they use to make a stand and to break through to what's right!

We've started passing around a slighly shorter version of the above to anyone who is getting upset by what's happening, but hasn't yet tried confronting a manager. It's beginning to have an effect in our DO as more of us tell them daily that we can't do what they're trying to make us do.

[Wessex]

Great post Pat Stamp

[flaminmoses]

that first example is a step up to what was happening at our office during the height of the strikes.

some would have that conversation then have it twisted against us after we cut off.

the DOM blatantly lied on a few occasions .

suspensions etc followed

[plainpat]

that first example is a step up to what was happening at our office during the height of the strikes.

some would have that conversation then have it twisted against us after we cut off.

the DOM blatantly lied on a few occasions .

suspensions etc followed

Perhaps Pat Stamp could add to his leaflet:

Try and arrange for one of your fellow workers to act as a witness to what is said between you and your manager in any discussions, and say to the manager at the start something along the lines "I have asked xxx to be a witness to our discussion"

[GHOSTman]

Well done mate, just the type of thing we need to use against the bullying and harrassment. Can we have this as a permanent reference on this site. Perhaps we could update it at certain points to cover some of the tactics managers use.

[muckyboots]

BRILLIANT post! practical, useful and damned supportive!! just shows we don't need to throw hissy fits/tiny tears/walk outs. just being assertive and always standing our ground does the trick!

[shimmyrule]

spot on, a very good post, something the chargehands wont want to see,should be on every cwu notice board at work.

[DirtyHarry]

Great post, Pat.
I would suggest all colleagues print it off, digest every word and syllable, and don't allow themselves to become doormats for imbecillic DIMs to walk all over.
Pay & Modernisation 2007, that was one pile of dogshyte if ever there was one.
I don't do flexibility, I don't do absorption, I don't do overtime. What I do though, is the job as properly as I possibly can, as often as I can. I don't rush about like a blue-arsed fly, I don't use a car, I certainly don't come in before my start time, and I take my breaks.

[Kpostbun]

Pat stamp you are brilliant. I know im not the only one that does the overtime cos it causes me less stress (just) than the discussion about cutting off. Many thanks!

[BELIAL]

Most useful first post I've ever seen
Don't stop there

[Pat Stamp]

Discussion with manager, Monday:
ME: I've prepped my walk and I can see that I'm not going to be able to deliver it all in the time available. What do you want me to do? (Broken Record)
MANAGER: There isn't a problem with this walk. I can't see why you can't complete it.
ME: I know this walk well and know I'm not going to be able to deliver it all in the time available. What do you want me to do? (Broken Record)
MANAGER: Just deliver the first class in this one street but deliver everything else.
ME: But what do I do if I still have undelivered mail at the end of my shift?
MANAGER: I told you you can cut off…
He never said those words until that moment, but…
ME: OK, thanks….

Discussion with manager, Tuesday:
Similar to the one above, but ending with
MANAGER: Why is it that you always claim overtime when no-one else does? (Not true!) If this carries on we're going to have to test you and perhaps re-train you!
ME: You're welcome to test me anytime.. (And I wish I'd added something like, but I want the walk walk-tested at the same time. Only thought of that afterwards. Later: also realised it was more than likely a bluff. We're so short-staffed that even the managers are going out delivering. They can't afford not to have me delivering.)

A little later later heard someone else who had been out ‘absorbing’ telling the manager that he wouldn't be able to complete. He was told that if he completed he could come in late on Thursday, but he absolutely refused to go along with this. (Another postmen I speak to comes in late regularly after doing overtime, just so he “doesn't feel cheated.”)

Wednesday: went in today feeling very tense - brain zinging, stomach knotted - thinking I'd have to go through the whole exact routine yet again. Three quarters through my prepping the manager comes up to me and says he wants me to complete the walk today.
I look at him and am about to launch into the fact that I won't go over my time when he adds, We’ll compensate you.
ME: (Suspicious. Is he going to say, I can come in late the following day? I won't do that.) ‘Do you mean time in lieu?’ I ask. (I don't mind if they pay me with time in lieu that eventually adds up to a day off, or money. At this point I didn't even think of money. They haven't paid me money for overtime since Christmas.)
DOM: No, we’ll pay you the overtime.

YES!!!

Later, I'm walking past the frame of the postman who had the argument. He pulls me aside and whispers that they're paying him to finish.
Me too! I tell him.

Back at my frame, I listen to the guys nearby complaining about absorption and not being able to finish etc.

So, the story seems to be, stand up to them long enough and they'll find a way to pay you. Don't stand up to them and they'll continue using you.

Well, that's the story today. Who knows what the story will be tomorrow…

And today, for the first time in months, I delivered post without rushing. Felt good.

long enough: just want to add that it has taken me quite awhile to get to this point. It's been kinda three steps forward, two back. I haven't won every battle, but every time I lost one, I either trawled this excellent website for inspiration - using keywords like cutting off - or went back and studied the book I mentioned on assertiveness, When I say NO I feel guilty. The book has been life changing! Apart from the ones on the techniques of assertivenes, it has good chapters on Dealing with Criticism, Persistence, using assertiveness in different types of relationships = Authority Situations; Everyday Equal Relationships; Close Equal Realationships….

[BELIAL]

But never rush. Rushing leads to slips trips and falls which cost the business fortunes in sick pay, a false economy

[pirate]

great post mate,