b'16 BUSINESS MANAGEMENTcontinuedfrom pg. 15It may be that rude behavior on the part of a customer sparked Julias outburst. If so, Julia needs instruction on productive engagement of suchsituations. A better way to handle a rude customer is to give direct but polite feedback, setting reasonable personal boundaries, said Khyzhniak. If Julia feels the need to blow off steam, she should do so outside of work with her friends. She might even be encouraged to come to you to vent.Finally, agree on some outcomes. Julia can commit to Joseph, thank you for your feedback. Now lets hearnot repeat her offense. She can also make a conscious from somebody else. effort to adopt a certain kind of positive behavior with the public that will help her advance in the company.Bonus tip: Ask Joseph if he would like coaching on how to communicate well in group settings. Over the coming weeks, monitor Julias behavior to assess her progress. At an appropriate time, praise 4. Julia is bad-mouthing a customer toJulia for her behavior or schedule another counseling a colleague, and another customersession.overhears her remarksCustomers have long memories. When they hearBonus tip: Create a workplace environment in which an employee make negative remarks about a fellowemployees feel free to come to you to unbottle customer, they will start to wonder if they will also befrustrations that can impede their performance.Dedicated to keeping its members at the forefront in their industrytargeted. Revenues will likely be affected.5. You hear Margareta tell a customer You should talk to Julia to say you have observedManagement really stinks hereher behavior and it is not acceptable, said AnastasiiaPoisonous attitudes dont come from a void. Its important Khyzhniak, Talent Enablement Director at Joobleto understand why Margareta made her comment, (jooble.org). She needs to understand that suchsaid Shep Hyken, customer service consultant. The actions create a bad environment for other workers,first step is to consider her work history. Did she start turn off customers and create a bad image for theout contented, and at a certain point become upset company in the community. Even if a customer had notor unhappy? If so, that information can be helpful in overheard her remark, imposing negative sentimentsa coaching session to uncover the reason she is so on another employee can create a toxic workplace. negative about the company.The trick here is to avoid being too negative in toneSchedule a coaching session that is positive in its before you get Julias side of the story. Perhaps shenature. State something like, I heard you make this was having an especially bad day or other factorscomment. Im very concerned about it. I want to played into the event. Start the conversation byunderstand why that was made. What happened to giving positive feedback about Julias performanceyou to make you want to say that? This approach in general, said Khyzhniak. Highlight her positivetells Margareta that you are on her side. You want to traits and tell her she has a huge future with thealleviate any workplace pressures that are affecting company. Then go on to say that you are addressingher performance.her recent performance from a place of care. Note that the behavior you observed will get in the way ofThis is a perfect opportunity to uncover anything her advancement if it continues.wrong in the company that might be affecting other employees.Is it a certain process? The behavior of continuedon pg. 17The InsulatorMarch 2024'