Dealing with angry employees: 4 tips for managers

by Tim Gould

We’ve never heard a manager grouse about a shortage of employee complaints. We’ve heard a few moan about how to handle those complaints, however.  

Whether it’s concerns over schedules, disputes over job assignments or just disputes with co-workers, these conversations can get heated from time to time.

What should managers do when a normal interaction gets hot and turns into an argument?
They can try these four steps to keep a discussion cool:

1. Let the person vent

Managers should show empathy by saying something like, “I’d be upset too if I was dealing with this” or “I get why you’re frustrated about the situation.”

Important: Don’t take the anger personally. They’re just venting about a problem.

It’s also best to try not to interrupt while they’re venting. Listen to the key points while they’re getting it off their chest.

2. Repeat after me

Once he or she is done speaking, the manager should paraphrase and repeat back what they think they heard.

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