Monday, April 16, 2012

Delivering bad news tactfully and effectively




“I am a department manager in a mid-sized company that provides technology support services” (COM480 WK 3 assignment). “I have ten employees who are required to maintain a high level of technical expertise and deliver excellent customer service” (COM480 WK 3 assignment). “One of my employees, who has been with the company for two years, is performing at a substandard level and I have received numerous complaints from customers and coworkers” (COM480 WK 3 assignment). “In addition, this employee has displayed confrontational behavior which has created a hostile environment” (COM480 WK 3 assignment). “I must now meet with this employee and deliver an ultimatum regarding the need for immediate improvement or dismissal” (COM480 WK 3 assignment). Stating that I will explain how I would approach this employee; how I would anticipate the employees response; and which conflict resolution techniques I would use” (COM480 WK 3 assignment).
According to Abigail and Cahn (2011), “interpersonal violence is not difficult to recognize; it occurs when a partner imposes his or her will on another through verbal or physical situation” (p. 8). In this case, interpersonal violence is something this employee is doing. What brought this employee to behave in this manner is unknown. Now, Abigail and Cahn (2011), describe conflict management as a person that has to manage the conflict at hand, a conflict resolution “refers to only one alternative in which parties solve a problem or issue and expect it to not happen again” (p. 8). First of all, there is a definite problem, and it is the exact same problem that not only coworkers, but customers themselves are complaining about. When more than one starts to report the same behavior from the same employee it may cause the company to lose the customers’ business.
I would approach the employee and tell him I would like to speak with him/her before he/she starts his/her shift the following day. I would explain to him it is about some feedback I have received about him/her from a couple of his/her customers and coworkers. Then, during the meeting, I would let him/her know what is being said by not only the customers, but also his/her fellow colleagues.  Than I would ask the employee why he/she is acting in that manner; I would listen to what the employee has to say; let him/her know I understand what he/she may be going through, but I would also ask if he/she were a customer or an employee and “if the shoe was on the other foot what would he/she do?” After an understanding of how the other parties involved feel I would let the employee know it cannot occur again, because it affects employee morale, production, and the customer base. I would than tell the employee that we would meet again in about a week to make sure the issue has been resolved.  
In conclusion, the technique that is used is the “six steps to successful interpersonal conflict resolution” (Cahn & Abigail, 2011, p. 35). The six steps: “1) Preparation: Identify your problem/needs/ issues; 2) Tell the person “We need to talk”; 3) Interpersonal confrontation: Talk to the other person about your problem; 4) Consider your partner’s point of view: Listen, empathize, and respond with understanding; 5) Resolve the problem: Make a mutually satisfying agreement; and 6) Follow up on the solution: Set a time limit for reevaluation” (Cahn & Abigail, 2011, p. 35). If these steps are followed there should be no reason for any further problems.



Reference
Abigail, R., Cahn, D. (2011). Managing Conflict through Communication. (4th Edition). Boston, MA: Allyn & Bacon, Pearson.




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