Scenario:
“You are a department manager in a mid-sized company that provides technology support services. You have ten employees who are required to maintain a high level of technical expertise and deliver excellent customer service. One of your employees, who have been with the company for two years, is performing at a substandard level and you have received numerous complaints from customers and coworkers. In addition, this employee has displayed confrontational behavior which has created a hostile environment. You must now meet with this employee and deliver an ultimatum regarding the need for immediate improvement or dismissal.”
Position leaders are charged with obtaining routine compliance with the operating procedures and expectations of an organization (Shockley-Zalabak, 2009). It’s clear that this employee is not meeting expectations set nor focusing on the big picture. He (referring to the employee) is no longer concerned with his job performance and work etiquette which presents a problem. I would call him into my office without prior notification. I do not want to create anxiety. Then in a respectful way I would communicate my concerns. The book, “Managing Conflict Through Communication (2007)” expounds on several ways to respond after a conflict arises. You can avoid the conflict altogether and hope it goes away on its own. This is referred to as nonassertive communication. You can display aggressive communication behaviors such as verbal assault, threats or actual physical violence. Aggressive communicators are only concerned with their needs and rely mainly on “force” to get their interests met. Then there are passive aggressors. These individuals go behind your back to cause physical or psychological pain. The method I would use and proves the most effective is assertiveness. This method regards everyone’s feelings and has a goal of creating a win-win situation for everyone involved.
I would emphasize to the employee how important it is to maintain a high technical knowledge to keep our customers satisfied. I would explain how this company is foremost dedicated to customer service. And if his lack of knowledge is causing clients to look elsewhere for help, that means he has become a liability to the company. We only employ assets. After that, in a respectful way I would address his inability to get along with fellow employees. I would validate my point by voicing specific situations in which he displayed aggressive behavior to others. When my point is made, I would solicit feedback from the employee. This will give him a chance to explain his behavior. Unknowingly, he could be dealing with personal issues at home or even a medical condition that may explain his behavior. Encouraging open, honest communication helps get to the bottom of an issue.
Would you employ the same communication behavior? If not, what would you do differently?
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