STRATEGY

If your company or organization doesn't have multiple shifts of hourly employees, you should treat any requests for schedule adjustments as requests for flex time. If, on the other hand, your company or organization needs more than eight hours of coverage by hourly workers, requests for schedule adjustments are more problematic. The only reason you can grant such a request is if it matches a business need: say, there's an opening on the other shift. Alternatively, if there's another employee willing to swap shifts you should do everything you can to support the change. Barring those two options all you can do is commiserate about the employee's need. Be prepared for some bitterness and even threats. However, don't respond with anything other than a calm repetition about what you can do. The employee is understandably upset and perhaps under pressure. Give them a chance to vent without repercussions.

TACTICS

• Attitude: Be understanding but firm. If there's a business need or a person willing to swap, then you'll accommodate their need. Otherwise all you can do is be sympathetic.
• Preparation: Keep track of any current or potential openings on shifts other than the one you manage. Have an open ongoing dialogue with other shift managers about employees who are interested in changing their hours.

  

• Timing: Do your part in looking for accommodations for your direct report as soon as you can. The more time you give them to make other arrangements the better.
• Behavior: Have the conversation in person if possible. If you can't work that out, hold it over the telephone. Turning down this request in an email will likely add to the employee's bitterness.

ADAPTATIONS

This script can be modified to:

• Respond to direct report's request to transfer to a different location.

KEY POINTS

• Sympathize with their need, but stress that business needs come first.
• Be supportive and helpful in looking for openings or individuals willing to swap.
• Absorb any reflexive bitterness or threats without response.
• Repeat your sympathy and comments about business need as often as it takes to sink in.