Confronting An Employee

For an assignment in COM 480 I was asked to write a 1,000 word essay describing how I would handle the following situation.  I am a manager for a Computer Services company and one employee is receiving complaints from customers as well as co workers that he is not performing his job well and is confrontational.  It is beginning to cause a negative atmosphere in the workplace.  My job is to confront this employee.  Here is how I would handle it:

I will call this employee “Chris”. 

“You are more likely to have satisfactory outcomes when you think about a conflict ahead of time instead of going into it without thinking.”  (Cahn, D.D. & Abigail, R.A. Managing Conflict Through Communication. P. 71.)  Before I called the employee into my office, I would interview several of Chris’s co-workers.  During the interviews I would ask them to cite specific examples and I would document these discussions.  I would also have to be careful to do this in a way that didn’t appear as though I were looking for issues or that I was against Chris. 

Next I would create a profile of Chris listing both strengths and weaknesses.  This would be for my own personal use and not for other employees to know about.  I would anticipate responses based on personality type and experience with him.  Since I already know that he has displayed confrontational behavior I would be prepared for him to be as such when I confront him.  I would also “center” myself, make a decision to remain calm and stick to facts.

I would like to present this to Chris in a way that gives him an opportunity to come up with some ideas of how he could be a better employee.  I would also make a point of listening to his point of view without interrupting.  “Listening… is characterized by openness to the other person’s views, willingness to suspend judgement during the discussion, and patience to hear the other out.”  (Cahn, D. D., & Abigail, R. A. Managing Conflict Through Communication. P. 73.)  I think that during this stage I could build some trust and respect with Chris.  “People who feel listened to are less likely to feel attacked.”  ( Cahn & Abigail. P.74.) 

It is impossible to completely predict the situation.  Here is a list of my goals and ideas in approaching this situation.

1.       Think and analyze

2.      Gather information about the situation

3.      Know my place as leader and stay centered

4.      Be prepared for defensiveness

5.      Begin by telling Chris his strengths and then present the issues

6.      Listen to him tell his side

7.      Tell Chris how his behavior affects others, me, and the company

8.      Tell him what I want specifically from him without using threatening words

9.      Ask Chris if he has any ideas how this could be resolved

It is my job to confront Chris with these issues in a mature and together way.  His response is up to him.  He will have to live with the consequences either way.  I am going to listen and give him an opportunity to come up with ideas for change.  His response will determine whether he can continue to work here or not.