When dealing with complaints in regards to an employees’, work performance, who has worked for a company for approximately two years; there are a few steps one may want to take into account prior to speaking to him/her. The first step would be to make sure appropriate research has been done in regards to work performance (eg. adequate number of complaints from coworkers or customers). The second step is to realize that certain responses may appear, for example the employee may be stresses and/or angered he/she may become aggressive. In this case the employee has displayed confrontational behavior in the past, so chances are that when being approached with an ultimatum, the same communication habits may appear. Last, we must remember to use preventative facework.
Why is this employee displaying confrontational behavior and performing at a substandard level in the workplace? One cause could be stress and anger. Stress and anger can be impediments to solving problems; because stress and anger, when not clearly assessed, can become an obstacle in the communication process. Stress and anger at times can alter the message one may be trying to send. This distortion can hyper escalate the message in a negative manner for the receiver, due to the amount of perceived tension it can cause. Stress and anger can also block an individual's ability and willingness to listen to what is being communicated to them; which can cause the receiver to only hear parts of a message. Possibly concentrating on parts of a message that may explain/rationalize the receiver’s response, which can be harmful to the communication process.
UNDERSTANDING ANGER
Although anger can be seen as impediments to solving problems anger can also be a sign for underlying issues. “Stevens suggests that anger is caused by a perceived loss of control such as getting someplace on time or receiving unfair treatment from others. Not getting what we want is frustrating. According to Hocker and Wilmot, the primary emotion is the fear that occurs when our personal security is threatened or our self-esteem is attacked. Some psychologists claim that anger and hostility are cover-ups for insecurity, loss, and sadness. If we are angry at or with someone, we feel more righteous about our emotions, and it is easier for us to lay the responsibility at the other person’s feet, than if we say, “I fear …” or “I am disappointed.” Anger protects us; admitting our fears or disappointments may make us feel vulnerable” (Cahn & Abigail 2007). It is important for individuals to assess what they are stressed or angered about in order to communicate successfully.
WORKPLACE BULLYING
Another cause could be Workplace bullying. Bullying is an act in which an individual perceives that he/she has more power than another individual. Bullies are aggressive, passive aggressive, or both who often display behaviors that can be seen as “manipulative, divisive and vindictive"( Cahn, & Abigail, 2007). Bullies tend to act this way towards others due to a goal of making themselves feel better. Individuals that are subject to being targets of bullying tend to attempt to avoid the conflict by isolation and very rarely some victims would lash out; which in turn may escalate the conflict. Victims of bullying may be affected two times over, due to individuals becoming down on themselves (e.g re-victimizing themselves).
DISCUSSING THE TOPIC WITH THE EMPLOYEE
When discussing the topic one needs to refrain from threatening-maintain a normal tone. Allow for the employee to explain his/her actions. Once the underlying issue of what the cause of the behavior is discussed this may be a good time to enforce the regulations of the workplace and clearly state that you (as the department manager) are willing to work with creating a harmonious work environment for all employees. Mentioning that the employee can speak to you about any issues that are arising would be helpful as well. When you’re speaking to the employee you want to practice preventative facework. “One way to use preventive facework is to try to see the situation from the other’s perspective—how the issue affects the other and the other’s self-image” (Cahn, & Abigail, 2007). One may want to employ communication practices by minimizing threats to face. Lastly, communication practices, such as, politeness and disclaimers can be added in order minimize the threats to face prior to it happening. One example that could be used in this situation is “Credentialing: indicating you have good reasons and appropriate qualifications for the statement you intend to make. “I am your department manager and I care about your success, so I want to say …”(Cahn, & Abigail, 2007).
Remember that conflict is normal and without it we cannot grow-keep in mind why this employee was hired in the first place, be clear that your goal as the department manager is to keep team work alive and maintain a high level of customer satisfaction. Do not threaten and be open to the communication process.
References
Cahn, D.D., & Abigail, R.A. (2007). Managing conflict through communication (4th ed.). Boston, MA: Pearson Education, Inc
Why is this employee displaying confrontational behavior and performing at a substandard level in the workplace? One cause could be stress and anger. Stress and anger can be impediments to solving problems; because stress and anger, when not clearly assessed, can become an obstacle in the communication process. Stress and anger at times can alter the message one may be trying to send. This distortion can hyper escalate the message in a negative manner for the receiver, due to the amount of perceived tension it can cause. Stress and anger can also block an individual's ability and willingness to listen to what is being communicated to them; which can cause the receiver to only hear parts of a message. Possibly concentrating on parts of a message that may explain/rationalize the receiver’s response, which can be harmful to the communication process.
UNDERSTANDING ANGER
Although anger can be seen as impediments to solving problems anger can also be a sign for underlying issues. “Stevens suggests that anger is caused by a perceived loss of control such as getting someplace on time or receiving unfair treatment from others. Not getting what we want is frustrating. According to Hocker and Wilmot, the primary emotion is the fear that occurs when our personal security is threatened or our self-esteem is attacked. Some psychologists claim that anger and hostility are cover-ups for insecurity, loss, and sadness. If we are angry at or with someone, we feel more righteous about our emotions, and it is easier for us to lay the responsibility at the other person’s feet, than if we say, “I fear …” or “I am disappointed.” Anger protects us; admitting our fears or disappointments may make us feel vulnerable” (Cahn & Abigail 2007). It is important for individuals to assess what they are stressed or angered about in order to communicate successfully.
WORKPLACE BULLYING
Another cause could be Workplace bullying. Bullying is an act in which an individual perceives that he/she has more power than another individual. Bullies are aggressive, passive aggressive, or both who often display behaviors that can be seen as “manipulative, divisive and vindictive"( Cahn, & Abigail, 2007). Bullies tend to act this way towards others due to a goal of making themselves feel better. Individuals that are subject to being targets of bullying tend to attempt to avoid the conflict by isolation and very rarely some victims would lash out; which in turn may escalate the conflict. Victims of bullying may be affected two times over, due to individuals becoming down on themselves (e.g re-victimizing themselves).
DISCUSSING THE TOPIC WITH THE EMPLOYEE
When discussing the topic one needs to refrain from threatening-maintain a normal tone. Allow for the employee to explain his/her actions. Once the underlying issue of what the cause of the behavior is discussed this may be a good time to enforce the regulations of the workplace and clearly state that you (as the department manager) are willing to work with creating a harmonious work environment for all employees. Mentioning that the employee can speak to you about any issues that are arising would be helpful as well. When you’re speaking to the employee you want to practice preventative facework. “One way to use preventive facework is to try to see the situation from the other’s perspective—how the issue affects the other and the other’s self-image” (Cahn, & Abigail, 2007). One may want to employ communication practices by minimizing threats to face. Lastly, communication practices, such as, politeness and disclaimers can be added in order minimize the threats to face prior to it happening. One example that could be used in this situation is “Credentialing: indicating you have good reasons and appropriate qualifications for the statement you intend to make. “I am your department manager and I care about your success, so I want to say …”(Cahn, & Abigail, 2007).
Remember that conflict is normal and without it we cannot grow-keep in mind why this employee was hired in the first place, be clear that your goal as the department manager is to keep team work alive and maintain a high level of customer satisfaction. Do not threaten and be open to the communication process.
References
Cahn, D.D., & Abigail, R.A. (2007). Managing conflict through communication (4th ed.). Boston, MA: Pearson Education, Inc
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