Managing Sticky Situations at Work

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Sticky E-situations 183ANALYSISZack faced quite a challenge getting Tommy to agree to see him.Once he accomplished that goal, he had to help Tommy see how hisperformance review by e-mail affected him. Tommy is clearly a Bold.Zack showed patience and did not get defensive with Tommy’sbrusque communication style. When Tommy said, ‘‘I could’ve toldyou that by e-mail,’’ Zack kept quiet. Zack did not get angry whenTommy began scrolling through his e-mails looking for documentationof what Zack remembered. Instead, he pushed forward and specifiedthe problem even though he let his feelings show when he said,‘‘We actually had a conversation.’’ That sarcastic comment demonstratedZack’s humanness and his frustration.Zack knows that Tommy will continue to abuse e-mail. He understandsthat e-mail is part of Tommy’s management style. Zack set asmall goal: To help Tommy recognize how performance reviews canbe a useful tool to motivate. He played on Tommy’s desire for efficiencyand high achievement.Specify the Problem. Zack did not jump right in with the mainproblem. Instead he waited for Tommy to warm up to the conversation.When he specified the problem (overuse of e-mail, particularlywith performance reviews) he also joined feelings with fact.Invite the Other Person to Talk. Being a Bold, Tommy did notoffer much conversation. He often responded in quick, short sentences.Even though his style was abrupt and seemed to cut off conversation,Zack pushed forward. He realized he got Tommy’s buy-in whenhe asked, ‘‘So what do you think would work better?’’Join Feeling with Fact. Zack could have told Tommy he wasoffended or hurt when his performance review arrived in his in-box.Instead he said he was surprised. Surprise is a less emotional wordand would therefore not trigger as defensive a response. Later he usedthe term, de-motivating. He knew that Tommy wanted to keep thestaff motivated in order to maintain performance at peak levels.Resolve the Issue. Tommy could not envision anything but e-mailcommunication or long-winded face-to-face interactions. Zackpushed him to think harder and finally offered suggestions to helpTommy see the value of a combination of the two. Fifteen-minuteinterviews, prefaced with e-mail communication, and followed bye-mail monitoring seemed palatable and even preferable to Tommy.
184 Managing Sticky Situations at WorkSTICKY SITUATION #25:PROSELYTIZING ON THE COMPANY BLOGA large automotive company began an internal blog two yearsearlier. The CEO regularly posts messages to employees, and theHR division maintains the blog and keeps it active. Once employeesbecame comfortable with blogging, they began to write commentsand post new ideas. Recently one employee, Nichole,posted a blog about her experience after the birth of her child whowas born with a severe medical disorder. She thanked the employeeswho prayed for her child’s recovery and who helped her dealwith the stress. Her blog entrees kept others informed about whatthe doctor said and how her son had fared during several operations.Everything seemed okay until her more recent comments.She wrote long entrees about how blessed she was to have her sonalive and how the Lord watches out for people who love him. Shequoted the Bible in several places. In a later comment she wroteseveral paragraphs about how her faith had gotten her throughthis trying time and what that meant to her. She encouraged peopleto pray everyday and to rejoice in the name of Jesus Christ.Mickey heads the HR division. He’s watched as Nichole’s postshave become increasingly religious in nature. When the companydeveloped the blog, they created stipulations that prevented peoplefrom using profanity or from writing prejudicial comments.Nichole’s comments are not prejudicial per se, but her strongChristian views leave out the Jews, Muslims, and persons of otherfaiths or those of no faith who populate the large company. Mickeyworries that some people might find Nichole’s posts offensive.APPLYING THE SAY IT JUST RIGHT MODELDECISION POINTSMickey weighs the costs. It took Mickey and his staff years to winapproval from the CEO to initiate a blog. Mickey finally convincedthe top executives that blogs enable people to share ideas, commenton policies, and connect with each other. It also provides a platformfor the CEO to share his vision for the company in a personal manner.At the outset, Mickey struggled to convince people that the blog was asafe place for them to air their ideas or complaints. It also took awhilefor the CEO to adjust to daily posting. Today, the CEO enjoys sharinghis thoughts and responding to people throughout the company.
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ContentsIllustrationsviiAcknowledgm
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AcknowledgmentsAs a disclaimer, all
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xiiIntroductionis the word that oft
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xivIntroduction4. You supervise a g
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Chapter 1The Say It Just Right (SIJ
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The Say It Just Right (SIJR) Model
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Chapter 2Personality OverlayAtthiss
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Personality Overlay 19BOLD PERSONAL
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Larry is clearly a Technical person
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Personality Overlay 25‘‘John kn
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Personality Overlay 27Resolve the I
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Chapter 6Sticky Situations with Sub
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Sticky Situations with Subordinates
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Chapter 7Sticky Situations in Meeti
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Chapter 8Sticky Romantic Situations
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Sticky Romantic Situations in the O
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