Page 128 - 100 - HR Management Manual

Example Conversation: Team member: “I am sick of Jill not completing her checklist!”

Manager: “I’m sorry to hear that. I’m sure that is very frustrating.
(empathy) What days were the checklist not completed? What parts?
How often? (asking questions)?”

Team Member: “It was last night and also about two weeks ago.”

Manager: “Last night? And two weeks ago?” (Mirroring)

Team Member: “Yeah, she didn’t give ear meds or pills to pets.”

Manager: “It sounds like that you’ve had two different occasions where
Jill did not give meds or ear meds on the pets last night and also two
weeks ago. Is that right?” (it seems….”)

Team Member: “That’s right!”….This is the absolute best response. You
are now on the same page. They are heard and understood.

Manager: “What do YOU want to do about this?” (What …?). This is the
part where they staff member must look for their own solutions rather
than dumping more work on the boss.

Team Member: “Maybe I should ask Jill if she knew she has been
forgetting? Maybe she’s scared to give pills or doesn’t know how?”

Manager: “That’s a great idea! Awesome! Let me know if that does not
work or help. Ask her to let me know if she needs more training. Let
me know if that solution is not working. Thank you!”

Drill/Quiz for “Problems Reported & Staff Autonomy”:

1. Why do we do this? What happens when we don’t do this? For managers? For team
members?
2. Role play with you acting as the manager. Use whatever scenarios you want until you are good
at this! Get a pass when both you and your trainer are comfortable.

Page | 126
Copyright © 2018 Julius IP, LLC. All Rights reserved. No part of this book may be reproduced by any
means, nor transmitted, nor translated into machine language without written permission.