H OW TO H ANDLE AN E MOTIONAL E MPLOYEE PRESENTED BY KATIE GILLEY

I NTRODUCTION  Defining my topic  Why is effective communication so important to this topic?  What is in it for YOU?

W HAT ’ S ON THE AGENDA TODAY ?  How can an emotional employee effect an organization?  Common employee emotions which Managers need to handle effectively  How should Managers handle these emotions?  Conclusion

HOW CAN AN EMOTIONAL EMPLOYEE EFFECT AN ORGANIZATION?  Job Performance  Decision making  Creativity  Teamwork  The working environment  Turnover

C OMMON EMPLOYEE EMOTIONS M ANAGERS NEED TO HANDLE EFFECTIVELY  Crying due to: - death of a family member - bullying in the workplace - stress  Anger due to: - frustration with another employee - organization not recognizing achievements - excessive workload  Depression

H OW SHOULD M ANAGERS HANDLE THESE EMOTIONS ? Crying –Requires understanding  Take the employee to a private room  Offer tissues and something to drink...not alcohol  Never cradle or hold an employee...sexual harassment suit waiting to happen.  Give the employee time to compose themselves  Use calm and sympathetic tone of voice  Don’t push to find out what is going on. If they want to talk, they will talk  Offer the employee a chance to go home early and check on them to show you are concerned for their wellbeing.

H OW SHOULD M ANAGERS HANDLE THESE EMOTIONS ? Anger – Action needs to be taken!  Make it clear that he or she must cool down before you take any action.  Ask the employee to explain the reason for their anger.  Angry employees want to be heard so let them speak or they will go else where!  Need to know that the issue will be investigated or dealt with promptly and solutions will be made  Follow up with the employee once resolved

H OW SHOULD M ANAGERS HANDLE THESE EMOTIONS ? Depression – Tread Carefully  Manoeuvre the employee into a private room  Do not convey any kind of judgement within this conversation  Ask gently whether the employee is feeling down or unhappy.  State your willingness to help the employee  If the employee is willing to talk be a good listener, if they start to cry then let them.  Recognise that depression is more serious than crying or anger.  If necessary, the Manager may need to recommend serious steps; for example leave of absence or external counselling.

C ONCLUSION  Why deal with emotional employees?  What are the advantages of effectively communicating to emotional employees.  There are different strategies to deal with different emotional employees.

THE END...THANK YOU!