Sara El Kareh
To be a manager, it means you have to work on solving the issues that your employees face every day. In order to deal with your staff for the purpose of solving their problems effectively, try to follow the following tips:
- First of all, you must understand that solving your staff’s problems is part of your job. Therefore, you have to be fully attentive to your employees. Or else, when they see you spend your time behind your computer or receiving phone calls, they will assume that their concerns aren’t important to you.
- Listen what they have to say and do not interrupt. If you think the person started to exaggerate with non-stop speaking, just interrupt by saying something like “just want to make sure of I understood”. Then sum up what you have understood so far.
- If you haven’t understood so well, just ask about what you can do to help. Some people do not know how to explain clearly, so if you don’t figure out what the main problem is; work on knowing your role in the help process.
- Let the person know that you understood, but not necessarily approved. You may face problem if you agree without thinking about the problem and by only hearing the version of the person speaking.
- Clarify what actions you will be making and make sure you do not lie about that. Do everything you promise.
- If the problem is related to a coworker, ask if you can invite him to participate in the discussion for the purpose of solving the issue. Do not forget that the person complaining might not have thought about it.
- Assign a second meeting in order to keep the person up-to-date with all the actions you have achieved till that time, because of course, he/she is really worried about the problem.
- No matter how funny or interesting the employee is, and no matter how eager you are to tell your partners or coworkers about him/her, don’t ever do it. Keep the conversation confidential.
- If you can help, solve the issue. If not, give reasons. Make sure you don’t keep the employee confused about whether the problem will be solved or not. Give reasons for your inability to help, they may understand that you do not enough power to do that.
- Employees should not be rewarded for complaining. Some will keep on doing it, even if it is related to silly and simple issues. Try to solve the crucial issues, and avoid spending all your time and energy on the silly stuff.