Delivering Bad News Tactfully and Effectively

My assignment this week is to respond to the following scenario:

“You are a department manager in a mid-sized company that provides technology support services. You have ten employees who are required to maintain a high level of technical expertise and deliver excellent customer service. One of your employees, who have been with the company for two years, is performing at a substandard level and you have received numerous complaints from customers and coworkers. In addition, this employee has displayed confrontational behavior which has created a hostile environment. You must now meet with this employee and deliver an ultimatum regarding the need for immediate improvement or dismissal.”

This is certainly a difficult situation for any department manager. This situation has to be approached cautiously because the employee has already displayed signs of confrontational behavior. Therefore, the employee will more than likely become defensive the very moment a meeting is requested. In order to feel like I am not singling the employee out, I would send out a group e-mail, notifying each team member that individual “coaching” meetings will be set up to discuss individual performances (current standings), team performances, quality assurance, and individual performance goals.

Prior to my meeting with this particular employee I would gather all information that I have received from both customers and co-worker’s regarding their performance. I would then gather all work documentation and reports. These documentations and reports will clearly demonstrate the employee has fallen below the guidelines set forth by the company. I would also bring to the meeting a copy of the job description as explained and reviewed upon the employees hire. I feel it is imperative to have supporting documentation when speaking with an employee regarding performance concerns. My preference would to be to meet with this employee towards the end of the work day, so that they may have the opportunity to reflect on the information have received. Many times people tend to not work well, or even worse if a meeting has not gone in their favor. Meetings held at the end of the business day can eliminate any additional disruption to the workday.

I would first begin the meeting with the any positive contributions that the employee has made. But then be very open and honest about the performance and behavior. After reviewing the information with the employee and providing them with the ultimatum, I anticipate the employee will not respond well and will respond in a defensive manner both verbally and non-verbally. As a manager, it is imperative to remain professional and calm at all times. One of the best communication and conflict resolution techniques that I have come across has been the S-TLC System. The system teaches us to stop, think, listen, and communicate. Let’s take a closer looker at the S-TLC System:

Stop. Do not say anything or allow yourself to become upset, which may allow you to lose control. Take a moment to calm down and control your emotions. Controlling your emotions will stop you from doing or saying anything that you will regret later or make the situation worse.  

Think. It’s always best to think before you act! Think and consider not only what concerns you, but what also concerns the other parties involved.

Listen. Before you say anything, listen to what the other person has to say. According to Cahn and Abigail (2012), it is believed that “the ability to truly hear what the other person is saying is as important as what we say in a conflict.”

Communicate. Decide the best way of communication and make it happen! Remember to be open, honest, and understanding.

The S-TLC System allows the manager to take control of the meeting and offer any assistance to the employee as needed. Communicating bad news is never easy and must be done in a tactful manner. As a manager, I would express my desire to want to see the employee succeed, especially with them having a few years of service with the company, however in order for both company and the employee to succeed some things will need to change, immediately. I would explain to the employee now that everything has been laid out on the table for them, it’s up to them what the outcome will be. I would ensure that as a manager I am available to assist when needed but can no longer accept the performance and behavior that is currently being displayed.

Reference: Cahn, D.D. & Abigail, R.A. (2011). Managing Conflict Through Communication. 4th Edition. Pearson Education, Inc. Boston, MA.