Hi all. Here are some quick tips on a common question I get in management coaching - how to handle it when one employee complains about another employee's performance.
Two Good Options:
1. Redirect the Feedback - "What did John say when you talked to him about that?" If the employee resists direct feedback, but it would be appropriate, use this as a teaching moment.
2. Verify, then Correct - If Janet says that Mary is hanging up on customers, you may want to observe this behavior personally then speak to Mary yourself. First hand knowledge is always better than hearsay.
Two Less Effective Options:
1. Triangulating. "Mary, people are saying you hung up on a customer." What people? This is a good way to begin seeding distrust in the team.
2. General Announcements. "I wanted to say that I know "some people" have been coming in late. It's important that we all come in on time." (You can use general announcements sparingly in some situations involving multiple "offenders", but they don't work well as an ongoing response to employee complaints.)
Any other tips you'd like to share? Leave a comment for us all to see.
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