Difficult Interaction
How do you handle a difficult situation of two managers in a lobby full of clients?
Anne ,
I could go on with some verbiage here but you have handled excellently. Good Job!
Dr. Gary Carlson
The first thing I would do is remove them from the lobby by intervening and stating 'let's take this to a quiet area when we can work this out privately.' Once in a conference room or office, I would let them both know that conversations such as these are inappropriate in front of an audience and require an appropriate time and place to be discussed. I would then ask each of them to describe what they feel the issue is that is causing the disagreement and I would explore whether they were able to find solutions on their own or whether they would like assistance with this issue.
Jodi,
Removing them from any distractions is a good move. Another is to make the rules of engagement to remain calm and professional. At any time it goes beyond this you need to call a halt to the discussion and only return when they understand your rules.
Dr. Gary Carlson
In order to diffuse the situation, ask the two managers to a private place where you can discuss the issue, away from clients. Once away from clients, calmly mediate for the two managers, letting them discuss what their issues are, brainstorm an amicable resolution, and then make a plan to carry out the resolution.
Cynthia,
When we consider emotion we need to understand between out of control emotion versus sincere emotion. One is better than the other.
Dr. Gary Carlson
I agree emotion tends to be more powerful when not in a private area.
Carol,
If we can teach our employees to seperate the emotion from logic we will have a better work place. Negative generating communication is deprimental to the entire workforce. I often refer to them as saboteurs. When we can have the poiitive overwhelm the negative we are moving in the right direction.
Dr. Gary Carlson
I totally agree with this format. Take the two presumably adults into a private area and talk about the image they are creating not only for themselves but for the entire organization. Arguing in the workplace is totally unacceptable and immature. They aare now giving everybody that works there a bad look.
Maryjo,
Removing anyone from a potential disruption in front of others is a good decision. This may reduce emotion.
Dr. Gary Carlson
I would ask both managers to follow me into another room-office so that they could have their discussion in private.
Allan,
Any time a situation could be derogatory to you or others it is best to move the discussion to one on one in a more private area. If this is not possible it is best to express your understanding of the person needing to be heard but this is not the time or place. If there is not respect for this then it is obvious the loyalty to the organization is not there and may be needed to be handled in a more serious manner.
Dr. Gary Carlson
the first step is to quietly interrupt the individuals and ask them if they would please take this conversation to a office away from the customers. Once that is taken care of depending on how heated the situation may be I would do one of two things:
1. if the individuals are not to upset I would ask them to sit down, take a minute to have some water etc... and then ask them one at a time to explain what their side of the story is.
2. if it was a heated argument taking place I might ask them to take a break for a while or possibly go home for the day allowing each person to cool off. Then deal with it the next day.
Following these processes tends to defuse things and brings the reality back into place. However, I believe it is important that the two individuals understand that conversations/arguments as such should not be taking place in front of the customers.
With that said once each employee has a chance to speak his/her side of the story then a game plan can be developed how to fix the problem(s)along with a plan to follow up on the progress with these people.
Suzi,
Interacting with clients is a must for success. I have always observed customer complaints are reduced when we are talking with our customers on a regular basis. We are in service industry and we need to be on top of what the customer needs.
Dr. Gary Carlson
Assuming that the managers are not interacting with the clients, but between themselves, as tactfully as possible suggest that they should move their conversation elsewhere. I have done this I am passing through the area and observe it happening. I do not get involved in the conversation, unless it is of my concern.
Julie,
Honesty, Integrity and transparency are all important to create a team effort. When you have committed team players the next step is easier to take.
Dr. Gary Carlson
Pull the Managers into a private area and describe how this affects company image. Describe how to effectively communicate, describe how each manager is valued. Allow each manager to communicate each side of the concern and come to a conclusion. Also communicate to the managers that this will not happen again in the lobby or consequences will result.
Matilde,
I don't quite understand your question but two managers for one person spells trouble. One needs one immediate manager.
Dr. Gary Carlson
Matilde,
It is just like a classroom. It best to ask one or more to follow you and discuss the situation in a private setting. If they refuse to do so you have an leck of respect and insubordination. This is a bigger problem. When you are behind closed doors you become the intermediary for the issue. When confronted with this type of situation it is important to remain clam and not allow your emotions to raise with theirs. If you keep calm they will in time begin to come down to your level.
