Sara El Kareh
A part of a manager’s job is to deliver the news, whether good or bad. Part of this news might be notices for employees regarding termination of the job or just disciplinary notice. Of course, some employees will react angrily, towards which reactions managers can defend themselves. However, a manager must be able to handle and deal with such reactions with full responsibility and consciousness.
First of all, a manager must forget about anything offensive the concerned employee might say. It is common for the employee to start blaming the company or the manager for this notice. In such case, the manager must act calm, normal and understanding.
When the employee tries to throw the blame on another person, a manager must highlight the issues in the behavior and never judge or take actions.
What should you, as a manager, do to keep an angry employee under control? Just control your reactions and follow the tips below:
- Act calm and speak with a normal voice.
- Be careful to your body language: do not do offensive gestures, such as pointing fingers or rolling eyes… Moreover, no matter how comforting it feels to make physical contact, it is definitely not a solution.
- Don’t try to embarrass or humiliate the employee. Childish actions will increase the anger and worsen the situation.
- Give some chance for the employee to say what he/she needs to say. Listen to their point of view without interrupting. When you feel they are being disrespectful, then you must interfere.
- Active listening can be essential in similar cases. Try to repeat what the employee just said, by rephrasing into your own style. It will comfort the employee, since you will show that you are fully focused with them.
- In cased the employee began running out of control and showing more anger as the discussions continue, set another meeting so that they cool down and that you get the chance to hold an essential meeting the next time.
After ending the meeting, re-think about the employee’s reactions. Think about his continuous anger or responsiveness throughout your conversation together. Based on the results of the first meeting, you will ensure that the rescheduled one will be more effective and fruitful.