Conflict Resolution

Based on the scenario given there are several different ways that a manager could approach this employee. The first step that I would have to take is to make sure that I am not approaching this employee with any kind of bias. When approaching them I want to make sure that we are not talking about these issues in front of the office or other people. I would take him into a separate conference room, if possible, to make him more comfortable. This would create a neutral ground for the two of us to communicate.

Then I would ask him if he is under any stress. I would want to know if something has happened personally that may be causing his work to slip the way it has, and causing him to be so hostile in the work place. If this employee is experiencing significant life changes, maybe they simply need an outlet to help them through it and in turn improve their work behavior. If they aren’t under outside stress then other steps have to be taken in order to change this behavior.

I have learned that sometimes people act out because they are upset about something simple that can be fixed. I would ask this employee if something has happened at work that he is upset about. Let’s see if we can fix the situation so that everyone can be happy. In listening to what he may have to say I learn what other problems may need to be dealt with, and exactly how to explain to him that his work behavior is not acceptable.

I would bring to his attention our company policy and remind him that he acknowledged the standards the company expects out of its employees. I would bring to his attention the complaints that we have received from customers and that he is creating a hostile work environment. Making him aware of his actions is important, because sometimes people do not realize the effect they have on others. He simply could be in a “slump” and not realize that he is acting as poorly as he is. I would then write up a memo stating the issues we are having and have him sign it as an acknowledgement of the counseling that we have had. If the behavior persists then we would have no choice to let him go.