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Establish guidelines. Before conducting a formal meeting between individuals, get both parties to agree to a few meeting guidelines. Ask them to express themselves as calmly as possible. Have them agree to attempt to understand each other's perspective.
Act decisively. After you have taken time to gather information, talked to all of the parties involved and reviewed all of the circumstances, make your decision and act. Don't leave the issue in limbo or you could damage your credibility and your employees' perception of you. Not everyone will agree with your decision, but at least they will know where you stand.
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- Gregory P. Smith
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