In any organization management is tasked with addressing poor performance. In this case study, an employee has not only performed poorly but has received several complaints from both customers and other employees and has displayed confrontational behavior. Management needs to be able to communicate with the employee about the severity of the situation. The ultimatum for the employee is to either improve immediately or the employee will be dismissed. Management will have to communicate this to the employee tactfully and effectively while anticipating that the employee will be confrontational about the situation.
Management’s first step is to consider the approach they would want to take. They anticipate that the employee will be very upset and will lash out, so they need to be prepared to deescalate the situation. Management should make sure to bring into this meeting the notations of each complaint. It is best practice to have that each situation to go over with the employee should he ask. Management should start off by asking the employee how they are doing and if they are happy with their job. Poor performance and confrontational behavior may due to underlying issue. An organization’s effectiveness relies heavily on how well its members communicate with one another (Kreps, 2011). Assertive communication along with I-statements will show the importance of the address and resolving the issue. By using I- statements, management will be able to let the employee know that they have concerns about his behavior as well. Inform the employee the complaints, severity of the situation, and professionally inform him that if behavior does not change it will lead to dismissal. Management should then allow the employee to explain himself.
The next step is to allow the employee to be heard. Let them be able to explain themselves. If they begin to get hostile, calm them down and allow them to speak again. Let the employee know that he is being heard. Listening is a way to affirm the value and worth of others. (Cahn & Abigail, 2014). This will help with addressing the issue. Without listening it can lead to the other person becoming defensive since they clearly see you did not hear what they had to say nor do you care about what they had to say. Allowing the employee to share his thoughts and concerns, may also help the manager and the employee reach an agreement.
The last step would be to put together a plan of action. Once the employee has voiced his opinions and concerns, management can help him in starting to improve his behaviors. It also may work the other way, and the employee may realize that the current job may not be the best fit for him. The employee may decide that it is time to depart with the organization. Managers should let their employees know that there is a partnership. Each organization must enable communication in several directions:downward communication, upward communication, horizontal communication, and diagonal communication. (Spaho, K. 2013). Employees should never feel as if they cannot communicate their feedback to their managers. This will also help the situation end peacefully and effectively.
There will always be situations where management will have to deliver bad news to their members. There is a way and a how to be able to do so effectively. When an employee already has confrontational behaviors, how management handles the situation can either escalate or solve the conflict at hand. By tactfully communicating with the employee, the end result will be favorable.
References
Cahn, D.D., & Abigail, R.A. (2014). Managing Conflict through Communication (5th ed.). Pearson Education, Inc.
Kreps, G. (2011). Communication in Organizations. San Diego, CA: Bridgeport Education.
Spaho, K. (2013). Organizational communication and conflict management. Management, 18(1), 103-118. Retrieved from EBSCOhost.
The last step would be to put together a plan of action. Once the employee has voiced his opinions and concerns, management can help him in starting to improve his behaviors. It also may work the other way, and the employee may realize that the current job may not be the best fit for him. The employee may decide that it is time to depart with the organization. Managers should let their employees know that there is a partnership. Each organization must enable communication in several directions:downward communication, upward communication, horizontal communication, and diagonal communication. (Spaho, K. 2013). Employees should never feel as if they cannot communicate their feedback to their managers. This will also help the situation end peacefully and effectively.
There will always be situations where management will have to deliver bad news to their members. There is a way and a how to be able to do so effectively. When an employee already has confrontational behaviors, how management handles the situation can either escalate or solve the conflict at hand. By tactfully communicating with the employee, the end result will be favorable.
References
Cahn, D.D., & Abigail, R.A. (2014). Managing Conflict through Communication (5th ed.). Pearson Education, Inc.
Kreps, G. (2011). Communication in Organizations. San Diego, CA: Bridgeport Education.
Spaho, K. (2013). Organizational communication and conflict management. Management, 18(1), 103-118. Retrieved from EBSCOhost.
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