The Ritz-Carlton Perspective
Emotion should not be a part of problem resolution. Data is key. Ask employees for facts—not feelings.
DOs and DON’Ts of Helping Employees with Problem Resolution
- DO listen carefully to employees when they tell you about a problem. Employees will feel more respected if you pay attention to their explanations.
- DON’T let employees go off on tangents or get lost in emotions. Try to keep narratives to key facts about the situation. Don’t allow yourself to become part of an unnecessarily dramatic situation.
- DO ask questions. When problem-solving, you want to be making well-informed decisions.
- DON’T ask leading questions. If employees suspect you are about to blame them for any challenges, their answers will become more defensive and less helpful.
- DO involve employees in the problem-solving process. Ask for their suggestions and help them improve their conflict resolution skills.
- DON’T forget to follow up with employees and find out whether the solutions effectively solved the problem or whether the situation still needs attention. ∞
Join us on March 21 to 23, 2017 at The Ritz-Carlton, Tysons Corner near Washington, DC for our three-day Executive Education course and learn how to create a sustainable customer-centric culture.