I have been asked to reprimand an employee for his unprofessional behavior in our customer service department. Whenever, you are a department manager in a mid-sized company, which provides technology support services, you are expected to provide a high level of expertise, and deliver excellent customer service at all times.
Conflict does not just appear without a reason. “When action is called for, there are appropriate actions that can produce positive, constructive, and favorable outcomes”, (Cahn, 2007, p. 16). The best way to manage conflict is to face it head on, and find the source of the problem. Once I have identified the source of the problem, then I can take steps to prevent the employees unprofessional behavior, and decide the strategy to fit the situation. I feel the STLC method will be beneficial in resolving this issue.
After receiving the complaints on this employee, I would stop and think about the situation, before I decide to react. I would start by checking out the complaints for myself. Once I have talked to the parties involved, I would document the employee’s performance level, and complaints from customers and co-workers. This information may be necessary, during our meeting as proof of the complaints for his behavior. Since the employee is known to be confrontational this information may be necessary to help manage conflict.
After gathering and reviewing the information, I would talk to the employee and schedule a meeting. The meeting would be held in a conference room, with a do not disturb sign on the door. Since this is a serious situation, I do not want any interruptions. The employee needs to know this meeting is serious. Once we are in our meeting, I would us the indirect approach and let him know how much the company values his two years, and appreciate his time and hard work.
“The indirect approach softens your audience resistance, arouses their interest, and increases there tendency to see you as a fair-minded” (Roebuck, 2006, p. 88) . Then I would ask him, is there is anything he would like to talk discuss at this time. Hopefully this action will create trust and let him know, I am willing to listen. This way if he is having a problem at home or at work, now is the time to talk about it and save face. After I find out what is causing his unacceptable behavior, then I can find an effective solution to satisfy everyone.
Once we are communicating and exchanging words, I find out this employee is having personal problems, which is affecting his work behavior After listening to the employee and finding out the cause of his behavior, I would inform him that our company has several programs designed to help him with his personal problems. I will be sympathetic concerning his problems. Then I would explain how his anger at work is causing conflict for my entire department. I would suggest he look into the programs for his benefit, if he values his job.
I would inform the employee, his actions are causing the other nine employees working with him to become uncomfortable, causing low morale. The company has received complaints from customers with whom we are providing service for, concerning your behavior. If the employee is given a choice, maybe he will want to keep his job and seek help. I will explain why his behavior is unacceptable, and my decision will be determined on his feedback.
After talking and listening, I would inform him of the complaints received regarding his conduct. Letting him know this type of behavior will not be tolerated, with co-workers, and especially not with our customers. Our company has rules and regulations which must be followed in order to maintain our high standards.
Lastly I would explain it is our job to work together as a team providing our customers with respect and excellent customer service. Working together is important in maintaining professional service. I would inform him that I am here to help him in any way I can to resolve this issue, and improve his work performance in order to maintain our high standards in customer service.
By ending in a positive note, I hope to establish goodwill with the employee, giving him the incentive to seek help to maintain his job.
References
Cahn, D. &. (2007). Managing conflict through communication (4th ed.). Boston, MA: Pearson Education, Inc. ISBN: 978-0-205-68556-1.
Roebuck, D. B. (2006). Improving Business Communication Skills, fouth edition. Upper Sadle River, New Jersey: Pearson Prentice Hall.
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