Get informed about what may have caused or contributed to the issue or problem
- Talk to your employee to get his/her view of the situation:
- His/her view of what occurred
- What s/he thinks the other person’s expectations are and what the other person is dissatisfied about
- Where s/he sees a disconnect between the other person’s expectations and what s/he can accomplish
- Talk to the other person to get his/her view of the situation:
- His/her view of what occurred
- His/her concerns about the employee and/or progress on expectations
- His/her expectations for the employee’s performance, conduct, deliverables, etc.
- Observe things in real time or review data, documentation or any other records that can help clarify the issue(s).
- Assess your role in the situation; was there unclear direction to the employee, insufficient feedback or lack of oversight or involvement?
Identify “gaps” between the other person's views and expectations and the employee’s views and performance
- Were the other person’s expectations for performance clearly communicated? Did priorities shift?
- Did the employee have sufficient direction, information, instruction, time and resources to perform the work?
- Did the employee have sufficient knowledge, skills and experience to perform the work?
- Were there safety issues that needed to be addressed or resulted in a “stop work”?
- Is there sufficient funding and support to complete the project?
- Are the other person’s expectations realistic given time and resources?
- Is the employee motivated and sufficiently performance-driven to meet other person expectations?
Focus discussion and efforts on resolving issues and concerns and making progress
- Identify all those appropriate to involve in resolving the issues given the different views on what occurred and how to address:
- Employee(s)
- Other person(s)
- A third party if needed to ensure a constructive discussion and resolution to the issue(s)
Seek workable agreements and a realistic resolution rather than focusing on who’s right and who’s wrong
- Re-clarify the scope of the job, project and/or task.
- Re-clarify expectations for the end project and deliverables.
- Re-clarify the schedule, budget and resources to determine if sufficient and/or appropriately used.
- Restate expectations, provide updated information and/or clarify roles/responsibilities.
- Provide additional training, time, resources and/or oversight.
- Address and eliminate safety concerns.
- Agree on the communication needed to ensure everyone is updated and informed.
- Agree on any other actions needed to ensure the situation doesn’t occur again.
- Talk with your manager if the other person is always dissatisfied to decide on the best path forward.
