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Here's the situation we've all seen.
You're sitting in a meeting at work. The conversation seems pretty normal.
But then, things get a little heated as people run into issues where they don't agree.
You notice but hey…you've seen this many times. It's normal.
Then, someone starts swearing and personally attacking the intelligence of one of your colleagues.
Let me be specific. Your colleague Jim says to another colleague Leonard,
That's a stupid idea Leo. Do you even realize what you're saying?
The people in the meeting look startled. Now, let's say you're the boss.
What do you do?
Well…let's start with what you don't do. Don't choose to do nothing.
That only encourages more bad behavior.
Also, don't choose to respond with similar bad behavior that is likely to cause real damage.
Instead, let me offer you an escalating series of options to consider.
First, if the behavior was bad but the context of your group is considered mildly deviant Instead of extremely deviant,
begin my simply shifting the focus away from the offender.
So if the bad vibe is between Jim and Leo. You turn to Sarah and say,
"Sarah, what about you? if we go this route, what are your concerns?"
Many times a simple diversion of this nature works very well.
However, if the bad behavior is repeated soon after, you have to speak up.
Again, if it’s not extreme, try addressing the group not the offender.
You might say, "okay guys, we're all getting a little heated. Let's keep it positive and stay on point."
Then, shift the focus to someone else.
Now, if Jim engages the same or similar behavior again.
You have to escalate. This time you have no choice but to call them out by name.
For example, you might politely say, "Jim, I said we're going to keep this positive, okay?"
At this point, you also need to talk to Jim offline because this type of behavior can't be allowed to continue.
Go see him, preferably right after the meeting.
When you do, cover these topics. State that you take issue with their behavior at the meeting.
Then, be very specific by describing the behavior in a nearly verbatim manner.
Then explain why this is an issue. And finally be very clear about your behavioral expectations moving forward.
Close by gaining their acknowledgement that they understand your expectations.
Dealing with aberrant behavior can be a challenge.
You have to know when and how to intervene without making matters worse.
Follow the process we just outlined and you’ll have a great chance to remove that behavior from your group.
So you can get back to being productive.
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【職場衝突】如何化解火爆場面 (Offensive language | leadership| Lynda.com)

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Go Tutor 發佈於 2015 年 5 月 7 日
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