University of California, Berkeley

Handling employee behaviors

  • If the employee becomes defensive or makes excuses:
    • Listen to what the employee has to say and paraphrase back. Remain neutral. Maintain eye-contact.
    • Don't solve the problem.
    • Ask for specifics with open-ended questions.
    • Try to determine the cause:
      "Tell me more." "How did you reach that conclusion?"
      Ask how the employee will resolve the problem.
  • If the employee becomes angry:
    • Stay calm and centered. Maintain eye-contact.
    • Listen to what the employee has to say and paraphrase back.
    • Let the employee "run down" for as long as s/he needs until the employee can listen to you.
    • Avoid arguments.
    • Bring discussion and focus back to performance and standards.
    • Say the employee's name, and ask open-ended questions.
  • If the employee is unresponsive or withdraws:
    • Be patient and friendly.
    • Show concern.
    • Stay silent, and wait for the employee to say something.
    • Ask open-ended questions.
    • Note that the employee is unresponsive.
    • Encourage the employee that you want to hear his or her input, and this input is important to you.