Wednesday, August 13, 2008
Being There For the Unexpected
I had something unusual happen while at the doctor’s office last week for my annual physical. You know how the nurse comes in first and takes down all the basic information? It was no different this time—until she started crying. I thought, “Well this can’t be good!” My typical response to uncertain news is to turn it into a joke, if possible. I sat there dumbfounded while tears rolled down her cheeks, and realized the situation was not about me at all. The nurse’s sister had passed away in May, and the day of my appointment marked a special date for that family. Her emotions were simply too close to the surface. All I could offer was a hug and a listening ear.
Sometime in your career you will be faced with a team member who is emotional. These emotional outbursts could be sadness, frustration, anger, happiness - whatever. You need to show the right amount of care and concern with that employee, but also remain professional in your response. Here are some thoughts on how to respond:
Tips for Handling Employee Emotions
* Listen, just listen. Hear ‘between the lines’ to what is really going on.
* Be empathetic. Use the tone of your voice and body language to show you care.
* Don’t offer advice. Unless the employee asks, don’t offer. They may just need to vent before solving the problem on their own.
* Offer privacy. Allow the employee time to compose themself out of the public eye.
* If you feel the employee will harm themself, someone else, or the company, seek the advice of your Human Resources department. Some situations may require a specialized intervention which is outside your expertise.
In your role as leader, you are responsible to the team member but not responsible for them. Showing empathy is being responsible to the person. However, that individual has to make their own decisions and be responsible for those choices.
Until next time...live like you mean it!
Marjorie