Joe is a manager at a manufacturing firm, looking to get some advice from Sandra, the companies organizational behaviour and human resources consultant. Joe's employee, Rob is acting volatile in the workplace due to personal issues, which is creating interpersonal conflict.
Hi Sandra! I need your advice. My floorman, Rob, is acting short tempered and inconsiderate to the other workers lately. I heard that he just got divorced, so he's been going through a lot of personal stuff... but his behaviour is creating a lot of tension at the shop. What should I do?
Thanks for coming to see me Joe! Theres a few important things you could do in this situation.
By the sounds of it, the situation with Rob is an evolving conflict- tension is rising, so its time for you to intervene. The best approach here is likely interest-based: tuning into the underlying issues and needs that are creating the conflict.
I like the sound of that. Could you be more specific?
Certainly- for starters, arrange a face to face meeting with him where you can talk privately one-on-one. This context will give you the best odds at connecting with him properly
During the meeting, take an approach that is geared towards problem injury, equality and empathy. In other words, ask him open probing questions, communicate from a personal rather than a hierarchical standing and engage your emotional intelligence.
Sounds good- what next?
Make sure to tune into what he's communicating to you: look beyond the content itself and notice the emotions he expresses. You'll have to pay attention to his tone and body language for this- not his words
I see. I need to hear what he's saying nonverbally and paraverbally, not just verbally?