Training Video
Training videos are great tools for employees to model company policies and expectations. The aim is to create a work environment for top performance, and excellent customer service.
I don’t know what is harder, giving or receiving bad news.
Conflict is a part of everyday life, but how we handled it determines if the outcome is good or bad. In the case involving a confrontational employee, I will be briefly explaining the importance of resolving this issue immediately to avoid any escalation.
After reviewing the case, I asked to see the employee in my office to hear his side of the story. I wanted to give him ample opportunity to explain the sudden drop in performance along with the chance to explain his behavioral issues, and the reason for customer complaints. During this meeting we will be pointing out why we hired him, what the company expects, and that we are here to support him reaching his full potential. A few questions would be, “Are we meeting your needs as an employer, and is there anything you need us to do that we are not doing to help you become the best employee you possibly can be”?
As a small company, we make it a point to know each and every one of our employees. The point of having the meeting is let our employee know we recognize there to be a conflict, and we are every bit of concerned in helping to resolve any issues he might have. By starting off the conversation non-confrontational, calmly, non-defensive, and without blame the employee will feel cared for and respected. At the same, my plan is to express avoiding disciplinary action and possible termination if at all possible. This creates value in the employee to want to get back on track by understanding that we want to avoid any disciplinary action, and that we hired him because we believe in him. When an employee knows possible termination is likely it can cause great harm. The key is to understand the conflict, by first understanding the needs of the employee (www.helpguide.org).
After investigating the reason for the lack performance/complaints, I plan to do a two month probationary coaching period. During this period there will be continuous training to ensure the employee understands what is required to reduce customer complaints while increasing substandard performance. This will be an official verbal warning, with the next step being a written warning, and then termination if performance continues to be substandard. The goal is to help the employee reach their full potential, and to do so we will make every effort to turn this conflict into an opportunity to improve employee/employer relations through a better understanding of expectations. We want our employees to know they have a voice, and that my office is a compassionate environment with an open-door policy. But it has to be clearly expressed that confrontational behavior will not be tolerated in the workplace.
Ultimately, I anticipated the employee being defensive if he was confronted openly in front of other co-workers for the lack of performance; and it is precisely the reason why arranged a meeting in my office to discuss the conflict. Once in the office, I made it a point to express compassion for the issues my employee had in order to create a non-confrontational environment. It was important to understand the conflict, and for our employee to feel valued and fully supported. This was done by making sure our employee knew disciplinary action was the last resort, and that compromise to resolve the issue was our first priority.
Although I was firm in establishing what was expected from our employees, my reactions maintained a level of respect throughout the meeting. Placing the employee on probation and issuing a verbal warning was firm but fair. The employee felt appreciated because he had a voice, and it was our willingness to empathize by showing support in the face of adversity that created a win-win opportunity between us and the employee.
Reference
Upside Learning.2014. 5 Steps To Improve Customer Satisfaction. Retrieved From
Roebuck, D., McKenney, M.2006. Improving Business Communication Skills
Staff.2015. Conflict Resolution Skills. Retrieved From
The title of your blog is welcoming, friendly and effective in stating the purpose of your blog. This is a very interactive blog because one can engage in viewing a video and pictures, for example. Although, your theme is too busy.
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