b'BUSINESS MANAGEMENT Experienced Counsel and Continued from page 23before you get Julias side of the story. Perhaps she wasDetermined Professionalshaving an especially bad day or other factors played into the event. Start the conversation by giving positive feedback about Julias performance in general, saidAttorneys Khyzhniak. Highlight her positive traits and tell her she has a huge future with the company. Then go on to say OSHA Defense You Can that you are addressing her recent performance fromRely On for a place of care. Note that the behavior you observed Workers Comp Defensewill get in the way of her advancement if it continues.Construction Law Effective It may be that rude behavior on the part of a customer Business Law Representationsparked Julias outburst. If so, Julia needs instruction Litigationon productive engagement of suchsituations. A better way to handle a rude customer is to give direct but polite Labor & Employment Law Gary W. Aumanfeedback, setting reasonable personal boundaries, saidRichard L. Carr, Jr. Khyzhniak. If Julia feels the need to blow off steam,Donald B. Rineer she should do so outside of work with her friends. SheAmy C. Mitchell might even be encouraged to come to you to vent. Douglas S. Jenks Finally, agree on some outcomes. Julia can commit toAbigail K. White not repeat her offense. She can also make a consciousDavid M. Rickert effort to adopt a certain kind of positive behavior withLindsey Deckthe public that will help her advance in the company. Jon L. Sutermeister937-223-6003 Lucas A. StrakowskiOver the coming weeks, monitor Julias behavior toamfdayton.comassess her progress. At an appropriate time, praise Julia for her behavior or schedule another counseling session.Bonus tip: Create a workplace environment in which employees feel free to come to you to unbottle frustrations that can impede their performance.5. You hear Margareta tell a customer Management really stinks herePoisonous attitudes dont come from a void. Its important to understand why Margareta made her comment, said Shep Hyken, customer service consultant. The first step is to consider her work history. Did she start out contented, and at a certain point become upset or unhappy? If so, that information can be helpful in a coaching session to uncover the reason she is so negative about the company.Schedule a coaching session that is positive in its nature. State something like, I heard you make this comment. Im very concerned about it. I want to understand why that was made. What happened to you to make you want to say that? This approach tells Margareta that you are on her side. You want to alleviate any workplace pressures that are affecting her performance.This is a perfect opportunity to uncover anything wrong in the company that might be affecting other employees. Is it a certain process? The behavior of a colleague? A supervisor? Continued on page 2524 www.mrca.orgMidwest RooferMRCA Qtr Page Vert.indd 2 12/20/2021 10:37:43 AM'