When approaching an employee who is to be reprimanded poor performance, I would first call that employee into a quiet, private area. I would begin on a positive note with the employees past behavior and performance that was acceptable. I would explain for the employees benefit, and future reference, exactly what sort of job performance and personal attitude would be considered acceptable, and why it should be made acceptable. I would then calmly and concisely explain to that employee the content of the complaints against him/her, (preferably from a written list). I would be very clear about the complaints of substandard performance, complaints from customers and coworkers, and their confrontational and hostile behavior. I would also explain how their performance and attitude was affecting the business. I would end on as positive a note as possible with ideas and suggestions as to how this employee could improve their performance and attitude in the future, and thereby improve the business.
In, ‘Business and administrative communications,’ Kitty O. Locker states that, “you want to able to answer the following”:
• What is the big picture?
• Why is change needed?
• What is the purpose of the change?
• How does the bad news relate to corporate/business objectives?
• How will the bad news affect employees and customers (Locker, 2000)?
According to Kristin Wood in, How Business Writers Deliver Bad News Professionally.’(Wood, K., 2010).
“In, ‘The Business Writer’, John Van Rys, Verne Meyer and Pat Sebranek recommend the BEBE format for delivering bad news. BEBE is an acronym for "Buffer, Explanation, Bad news (plus alternative), and Exit." She goes on to explain the use of this method; “Even with the BEBE format effectively in place, there are several phrases and words that should be avoided when delivering bad news. These phrases include, (but are not limited to), the following:
•You failed to
•You obviously did not
•You must accept
•This is your problem
•You will never
•Negligent
•Impossible
(Wood, K. 2010).
To paraphrase a number of business commentators, some of the most important tips on managing the sharing of bad news are:
Tell the Truth, Respond Quickly, Disclose Everything, Maintain Control, Exploit your strengths, Prevent Surprises. (Buchanan, J., 2010).
Included on the Blog, ‘Vindicate,’ (2010), are these conflict resolution techniques, (among others), used to convey bad news in the business setting. Some I would use in this situation would be:
Remain calm, it will be more likely that others will consider your viewpoint.
Be specific about what is bothering you.
Deal with only one issue at a time.
Avoid accusations. Accusations will cause others to defend themselves
Don't generalize. Avoid words like "never" or "always." Such generalizations are usually inaccurate and will heighten tensions. (Vindicate, 2010).
There are a number of conflict resolution tools, including, but not limited to;
Compromise
When using compromise to resolve a conflict, the results is that there are both some gains and some losses for each party. (Wilmot & Locker, 2000).
Accommodation
With accommodation, you set aside your concerns in order to please the other party to the conflict. (Wilmot & Locker, 2007).
Collaboration
When a party uses collaboration to resolve a conflict, he/she shows a high degree of concern for his/her own goals, as well as for the goals of the other party to the conflict. Collaboration invites the other party’s perspective, ideas, input, and suggestions, so that a resolution, that is to the mutual benefit of both parties, might be reached (Wilmot & Locker, 2007).
Collaboration is considered by many to be the most effective way to resolve a conflict situation because it entails creative solutions and flexibility on the part of both parties. With collaboration, the end results are a win-win for both parties.
I would, of course, be expecting some negative feedback from the employee, but I would hope for a conciliatory attitude if they were truly unaware of the effects of their behavior on the work environment.
There are many ways of dealing any hostile or negative feelings from the employee following the conversation about their behavior. According to Seiter, J. S., & Gass, R. H., Perspectives on persuasion, social influence, and compliance gaining. (2004).
Strategies are blueprints for goal achievement; they represent systematic plans that organizational members follow to influence the behaviors and actions of others in the organization (Berger, 1986). Frost (1987) identifies five social influence strategies that are commonly used in organizational settings:
1.Reasoning—the use of facts and data to support the development of a logical argument.
2.Ingratiation—the use of impression management, flattery, and the creation of goodwill.
3.Assertiveness—the use of a direct and forceful approach.
4.Sanctions—the use of organizationally derived rewards and punishments.
5.Altruism—appealing to the goodwill of others. (Seiter& Gass, 2004).
The outcome of the confrontation can be positive for both the employee and for the company if the bad news is approached and shared in such a way as to limit conflict and negative or hostile feelings on the part of the employee.
References
Buchanan, John. (November, 5, 2010). Strategies for delivering negative news in business. eHow. Retrieved from: http://www.ehow.com/list_7450559_strategies-delivering-negative-news-business.html
Locker, Kitty O. (2002). Business and administrative communications. Boston: Irwin McGraw-Hill.
Seiter, J. S., & Gass, R. H. (2004). Perspectives on persuasion, social influence, and compliance gaining. Boston: Allyn & Bacon.
Vindicate. (June 23, 2010). Conflict resolution guidelines & tips. Retrieved from: http://vindicate.forum-nation.com/t74-conflict-resolution-guidelines-tips
Wilmot, William W. & Hocker, Joyce l. (2000). Interpersonal conflict. Boston: Irwin McGraw-Hill.
Wood, Kristin. (April 21, 2010). How Business Writers Deliver Bad News Professionally. Retrieved from: http://www.suite101.com/content/how-business-writers-deliver-bad-news-professionally-a228369
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