January 31, 2007
Vol. 5 Issue 5
IN THIS ISSUE
Newsletter FAQs and Search Capability

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    "We never listen when we are eager to speak."
    – Luise von Francois

    Anger Management Revisited

    About the Author


    Kerry Patterson is coauthor of the New York Times bestseller, Crucial Conversations: Tools for Talking When Stakes Are High. more
    Dear Authors,

    I read your recent article on anger management ["Anger Management Issues" Dec. 13, 2006]. It captured well the consequences of even rare lapses into anger. However, it would be useful to also understand how a person who has had anger issues can deal with the past and move forward with their colleagues.

    I have an employee who has had anger issues in the past. He is currently making great strides in dealing with the situation by working with a coach and thinking about how to better respond in crucial situations. I have seen strong progress in this regard. However, the article makes it sound like once anger has been an issue, the employee's collegial relationships are tainted forever.

    My employee has apologized where needed and many colleagues recognize his progress. How do I best advise this person in terms of the past situations? It is important that he has the confidence of his colleagues and confidence in himself.

    Thanks,
    In Support of Progress

    Dear Progress,

    Thanks for your insightful question. You're right in worrying about the long-term effects of the occasional outburst. Random negative reinforcement can keep people on pins and needles for years. In one case, an executive we worked with made a marvelous turnaround, but people who worked with him had trouble accepting his transformation. He had been volatile and abrasive, but only occasionally. Nevertheless, people assumed that this volatile side reflected who he really was, and that his subsequent efforts to act calmly and professionally were merely part of a cover up. They kept waiting for his "true personality" to surface when once again they would fall prey to his abrasive ways. In short, people wouldn't cut him any slack. Frankly, they didn't want to cut him slack because they were angry at him for what he had done.

    In this case, we learned that the executive needed to do what your employee did—he needed to apologize and let people know that he was doing his best to always treat people with dignity and respect. Next, he needed to stop his bad behavior completely. A single lapse keeps people nervous and twitchy for a long time to come. Suggesting that the employee you work with is "making progress" leads me to believe that he hasn't been without incident, and that would be a problem. If he now has fewer explosive incidents than before, the random pattern merely lengthens as the events grow further apart, and this longer pattern will keep people in suspense for even longer. You can see the problem.

    Given that the person isn't likely to be perfect, help him help others see that minor infractions are signals that he is human, he's working on the issue, and that he's making progress, rather than that he will soon revert to his old self. Explain that the changing pattern of incidents is evidence of progress rather than failure. The behavior is not acceptable, but the employee is openly working to improve and needs feedback and support from the team. If you don't do this, you might be watching the fellow in action and feeling proud that he's trying hard and doing better while others simply view a minor infraction as further proof that the person is never going to change.

    Finally, encourage your employee to apologize when he does slip a little, to explain what he'll do differently next time (and by inference, why he won't make the same mistake again), and to ask others for their continued feedback and support. For example, should he become a little too emotional he might say something such as, "I'm sorry, I didn't mean to become so forceful. I care a lot about the issue and sometimes my passion for the topic comes off as being too pushy or abrupt. As you know, I'm trying my best to stay in healthy dialogue and I'm afraid I may have just stepped outside the boundaries." Or, "Did I push too hard there? I feel like I was maybe too forceful. I need your honest feedback here. I'm trying my hardest to walk that line between having an opinion and pushing too hard."

    Eventually, time, apologies, reinterpretation of events, and the elimination of his "anger issues" will help heal old wounds. This, plus help from a friend such as you, will eventually put him in good stead with his colleagues.

    Best wishes,
    Kerry



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    RE: "Getting Through to Your Teenager" (Before and After Article, Dec. 27, 2006)

    Thank you for "Getting Through to Your Teenager." I went through the exact same situation that you describe (a couple of times) before realizing that it was all about independence and not lack of respect for myself and/or the rest of the family. In the end we agreed that she would set the curfew after talking (calmly and rationally) about each other's expectations. She's actually home at an earlier time now than what I would have imposed.

    Deborah T.

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    RE: "Pay Cut" (Jan. 3, 2007)

    On the subject of "Pay Cut" the topics presented include job history and performance. What was not touched on directly is what the actual replacement value of that position might be in the marketplace. Implicit in the concept of equity with peers is the idea of a market value for the position. If market value or peer group equity is the real decision driver, then an employee should be prepared to make a solid case for expecting a 30 percent premium over others who may also be satisfying the job requirements.

    Bruce W.

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    I subscribe to your newsletter, find it informative and a very valuable resource.

    The recent posting that just came across my desk by Mr. McMillan raised my eyebrows a bit. The advice was sound on surface, and I found it useful as a case study or hypothetical. However, assuming this is a "real" letter, there may be other tools that are available to such a person. In Canada, such a pay cut would actually be considered a constructive dismissal—and the individual would have legal grounds to stand on other than simply trying to reduce the damage.

    I write both as a leader and as an employee of a collection agency—much of my staff would have a very difficult time paying their bills and mortgages, feeding their families, and staying afloat if they were subjected to a 30 percent cut in pay. Forcing such a cut on them could result in significant legal exposure to the organization I work for in most (if not all circumstances).

    I thank you for taking the time to consider my opinions—it is rare that a newsletter invokes such a reaction from me!

    Joel M.

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    Dear Ron:

    You gave a great response to this person's crucial conversation question. I was also thinking that in the second conversation, which could include some negotiation, "Pay Cut" could have in mind some other compensation possibilities. Some ideas: working fewer hours, working from home, more vacation time, additional training, anything else that he/she would consider of "equal" value to financial compensation.

    Also, consider that this may be an opportunity to move on to better pastures; after all, do you really want to work for a company that acts in this manner? Life sometimes provides a kick-in-the-rear to help us grow! A self-evaluation of what "Pay Cut" values versus the company's behavior and espoused values could be helpful.

    Thanks again for your insights,
    Carol W.

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    RE: "Respect for Part-Time Coworkers" (Jan. 10, 2007)

    Regarding respect for part-time coworkers: in many—possibly most—organizations, the responsibilities of part-time workers are in some ways less than their full-time colleagues. Full-timers often see their part-time coworkers as "getting a bye" on things like scheduling, call or mandatory overtime, certain types of work assignments, and leadership expectations. It is often these things, even more than the extra couple days off a week, that entice people into taking part-time positions in the first place. So depending on the context, there probably are situations where "just a part-timer" is applicable.

    That is not to say that the contributions of part-time colleagues should not be valued and the individuals respected, but the part-timers should also understand the perspective of the full-timer and respect the contribution that is necessary to keep the operation running every day (or even 24/7). As a manager of full-time and part-time workers, I know there definitely needs to be a balance and mutual understanding between the two groups. My organization couldn't succeed without the contributions of both. If part-time's manager does value him or her, hopefully he or she will enlighten the entire work group on how they complement one another.

    David P.

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    I often felt as that person did—not of value to the team and lacking many of the benefits. However, I am now an RN Clinical Coordinator in the same hospital and could not function without part-timers. Value: who covers for full-timers' vacations, surgery leave, childbirth leave, busy days, etc.? Full timers do not like to vary from their "set-schedule" so we rely on the part-timers to be more flexible to fill in. Part-timers are invaluable to management.

    Thank you,
    A.S.

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    RE: "Dealing with Past Leaders" (Jan. 17, 2007)

    I was impressed with the insight and tone of the answer Joseph Grenny provided to the "Frustrated Chair" in the 1-17-07 newsletter.

    Another strategy came to mind that might also help. I was trained as an in-house facilitator, and have a little experience with setting meeting ground rules and trying to maintain them. Requesting a facilitator to assist with meeting decorum, or merely suggesting that possibility to the previous leader, might avoid the pall of disrespect from frequent interruptions. Less formally, someone in the audience could volunteer (maybe beforehand) to make a predetermined noise-reminder when any interruptions begin. Even the awareness of the two leadership functions of maintaining meeting structure and interacting with meeting content might assist this emerging leader.

    Best regards,
    Lynn C.


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