Communications and Media

Conflicts are a common scenario in the workplace. Employees tend to argue and fight over matters that concern the work, especially so if the other seems to have been favored with beaming tasks. Conflicts are detrimental to the expectations of a particular company regarding the productivity and quality of work expected of an employee. The manager is someone designated to mediate in employee misunderstandings. The ability of the manager to iron out conflicts is essential in bringing forth a working environment more conducive to quality work and more inspiring for employees to give their best in every task assigned to them. Although managers are superior and their words are often irrevocable, it is a must for them to exhibit skills in emotional intelligence for better leadership and organization.

Coaching a Manager with Interpersonal Style Issues
In every working environment, it is expected that one employee could surpass the other in terms of quality and quantity of output. Difficult people are inherent in the workplace and this includes an employee who refuses to accept the fact that one is better than him or her. In the case of Sarah, a question of workload was raised which Fred needs to answer and explain without flaring up. It is to be understood in the very first place that Sarahs questioning is based on her feeling of insecurity over the other. In this case, emotional intelligence is needed from Fred in order for him to intervene and answer the question without hurting Sarah further. The success of a company or of an organization does not just depend on the technical aspect of the business environment. It is essential for any manager to analyze situation according to emotions and personalities of involved individuals.

In this case, it is your responsibility to understand Fred based on his decision of giving out the project to George instead of Sarah. Stating plainly that George could deal with the clients requirement is vague. Let Fred explain in detail what the specific requirements are and why does he think George fit the said requisites. Clarifying the decision and the basis for the decision would lead you to analyzing Freds action and Sarahs reaction in return.

It is also necessary that Fred should understand how his reaction to Sarah would worsen the impression of bias among employees. Sarah might tend to relate what happened

inside the office and the lack of justifying explanation about Freds decision would create the notion of favoritism. This would further create a wrong impact on the business at large. Employees will no longer have the drive to work hard because Fred, the manager, sees only a few potentials.

Thus, there is a need for Fred to establish justification on preferring George over Sarah regarding the project. Freds credibility in assessing employees would reflect your credibility in assessing people for the managerial post. Considering that Fred is just a new manager in the office, the action was still unacceptable.

Fred apparently did little to demonstrate to Sarah that he heard, and understood
her concerns.

Fred lost his temper when challenged by his employee. This is not a good sign What might Fred do in another similar situation or one that requires him to remain calm under greater fire
 Fred minimized Sarahs concerns by telling her never to bring up the question of
gender bias again. His overreaction might only fuel Sarahs suspicions.

Sarah may discuss the interaction with Fred among her colleagues, thus endangering this new managers credibility with others. (p. 185)

Fred is novice in the field and there is really a need for him to be coached. Clarifying his decisions and making sense out of his preference for George would let you see his style in approaching and solving his problems. Indeed, this is a situation-based decision. Coaching primarily depends on the answers and explanations which Fred will provide.

Talking to Fred will help him understand his course of action regarding the questioning incidence of Sarah. His lost of temper and his inability to let Sarah understand the decision would further instill insecurities and inferiority to Sarah. Let Fred visualize the effect or the outcome if he responded the way you are suppose to respond.

Executive EQ Emotional Intelligence in Leadership and Organizations, propose a three-step process for managing emotional energy (p. 35)
1. Acknowledge and feel the emotion (dont pretend emotions dont exist).
2. Listen to the information or feedback the emotion is giving you . . . e.g.,Which of my principles, values, or goals is at stake here
3. Guide . . . the emotional energy into an appropriate, constructive response

Show Fred concrete words and actions which you might have done given the chance that you are in a situation like that.

Clearly state what occurs now and what needs to occur. People respond better to language focused on results (not consequences). Get the person to think out
loud
 Im not clear on details. Tell me more.
 What do you value about your work
 Why did that happen (Answer.) Why do you think that occurred (Do this until you identify the root causes under the symptoms)

Coaching Fred will be easy given the chance that you understand clearly why he decided to act that way. Let Fred see the importance of patience to explain to others so that things will run smoothly especially in a working environment such as yours. As you show Fred that patience you have for him, he will eventually have a clearer picture of what you are trying to point out.

Finally, let Fred be in rectification of his unacceptable behavior over Sarah. Your presence in the next conversation which Fred will schedule with Sarah will be showing not just your concern for the issue neither just Freds acceptance of his error but also the companys concern over the employees issues. This would show that each part of the company matters a lot.