There are many tactics that can be used to resolve conflict. As most of us know, conflict is inevitable to a certain extent, but it is important to minimize conflict whenever possible. In this particular situation it seems obvious that there is a problem based on the amount of complaints being submitted by customers and coworkers. I think it is always important to investigate these types of situations to get both sides of the story. When all information is on the table, it is much easier to approach someone with a potential negative outcome.
Once I have gathered all the information regarding the complaints from the parties involved I would then develop the way that I will approach the individual. In this particular case, with an employee that has exhibited a confrontational attitude I would make sure the approach with caution. I would also make sure that I was calm and composed when addressing this individual. Once I am prepared to speak with the employee, I would call a one on one meeting with this individual.
I think that I would start by asking this employee about his employment with the company and how his job is going. Depending on the answer I might pry a little more in this area. Another tactic I would use if possible would be to acknowledge something the employee did well in the past right before I confront the employee with the complaints I have received. This might give me an opportunity to find out more about this individual and set a more relaxed atmosphere.
It would depend on the responses how my follow up would be, but once I got enough of a response I would explain why we are meeting. I would tell the employee that we have had a few complaints from customers and employees. I would then explain why it is important to have high customer service and a cohesive and positive environment in the workplace. I would then confirm that this individual understands why this is important and ask him if he has anything to say about any of the complaints. Once this discussion takes place, I would then proceed with whatever corrective action is in place within the organization and ask that change occurs fast.
Once this discussion with the employee was complete I would again be as professional and calm as possible in moving forward. I might give a timetable for vast improvement as well as a follow up meeting to touch base. I would then closely monitor the situation to ensure that improvement is made and to see how the discussion/corrective action affects the employee.
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Gotta tell you Craig,
ReplyDeleteI was struck by a subtle irony as I called up your blog and was greeted by two main titles: "Chargers Championship Likelihood" and "Delivering Bad News Tactfully and Effectively." Is there some hidden message here? Some Freudian typo? I haven't decided if your choice of text-to-background colors is intended as a (not-so-)subtle homage to the Native Californian, as a 35-year-old license plate wearing species, or some closet statement about an untold allegiance to the Steelers. The mixed messages here certainly do make you come across as a conflicted individual, which of course makes you the quintessential Charger fan! (I am both married into Chargers fans and a Cowboys fan by default, being born and raised in Arlington: I am doubly entitled to bitterness.) While your blog background shows itself to be a manly statement of bold and rigid colors, not to mention the boldfaced defiance to the Good Professor’s admonishment about using black (Good on ya, Laddie!), I do see his point about having to be consistently conscious of the contrasts and readability of each page. Or are your expectations about the Chargers’ season truly that dire?
And can you ‘splain to me why Charger games get blacked-out (here we go on color again!) up here in Smell-A?!? This is supposed to be Raider territory, and we have the crime rates to prove it!
I think you can glean a constructive comment or two, cleverly hidden behind blatant sarcasm, from my words above. Keep it up Bolthead! (All I want for Christmas is for the 'Boys - or what’s left of them - to beat the 'Skins!)
Q