Delivering Bad News Tactfully and Effectively

Delivering Bad News

Although delivering bad news is never a pleasant task, I am reminded that conflict is inevitable and can be productive.  I have an employee whose poor work performance and confrontational behavior at work have created a serious conflict.  As department manager, it is my responsibility to schedule a meeting with him and deliver an ultimatum that his performance must improve immediately or his employment will be terminated.

My Approach

Regardless of any personal feelings I may have or knowledge about personal matters that may be affecting his work performance, I must focus on the problem rather than the people involved.  Applying the S-TLC System (Stop, Think, Listen, Communicate) described by Abigail and Cahn (2011) in response to this conflict will help me communicate effectively with the employee and produce the best outcome.  First, stop and analyze the situation.  It is critical that I approach him so that he is able to control himself before becoming too upset about the situation.  Second, think about everyone’s goals.  The company’s goals for our technology support department are for the employees to maintain a high level of technical expertise and deliver excellent customer service.  My goals are to ensure my department and employees are meeting the expectations of the company, and provide a working environment that facilitates performance and teamwork.  Although I presume the employee’s goals are to be an effective member of the team and secure long-term stability with the company, having an open discussion about his current goals are important.  During the meeting, I must listen carefully and maintain positive body language.  I will put myself in the shoes of the employee and give value to what he has to say and show respect.  This should help me understand his goals and uncover the reason for the conflict.  Finally, I must use personalized communication with the employee using statements regarding feelings, problematic behavior, consequences, and goals.

I will take into account the employee’s personality characteristics when approaching him about the gravity of the situation, and attempt to understand why his behavior and work performance have become substandard.  Before approaching him, there are questions to consider:  Have the goals of the department and company expectations been clearly described to this employee?  Does he understand his role as a member of this team?   Are his individual goals consistent with the goals of the department and company?  Assessing this information will help me understand whether his behavior has been motivated by self-oriented reasons rather than relationship-oriented reasons, or if he disagrees with the company’s goals.  Abigail and Cahn (2011) explain that relationship conflict may occur when members of the group are motivated by self instead of the relationships, and when they fail to see other’s points of view; while process conflict occurs if a member of the group disagrees with the organization’s goals.

Anticipated Response

I want to allow him to maintain face.  Allowing him to lose face could actually escalate the conflict.  Because the employee is likely to react defensively when questioned about the complaints and inappropriate behavior, allowing him to maintain positive face and feel that others like him and want to help, can aid in the resolution.  By showing respect and acceptance of him as a competent individual, I will attempt to allow him to maintain positive face and try to prevent his feelings of guilt or denial, even though I am giving him an ultimatum.

Conflict Resolution Technique

Rather than following a linear model of communication, promoting the goals of only one side of the conflict, I will use of the transactional model of communication which offers a positive approach to resolve the conflict (Abigail & Cahn, 2011).  Collaboration and compromise are examples of the communication styles that can lead to a productive, positive outcome for both of us.  Collaboration calls for teamwork, while compromise involves each of us giving and receiving a little.  The relationship-oriented, assertive communication used in collaboration is my preferred technique.  This approach determines mutually beneficial goals that can be satisfied by both of us, and promotes working together to resolve the conflict, facilitating a win-win situation that appeases everyone.  Through effective communication, I will influence the employee to change his behavior, thus keeping his job and providing the best outcome for both of us.

References

Abigail, A., & Cahn, D.. (2011). Managing conflict through communication (4^th ed.). Boston:  Pearson Education, Inc.