Agressive member of staff - training suggestions

newmumincov

My OH got a new job YAY - and started on Monday

He's managing a small team of admin/reception staff and already he's been fielding complaints about one of them. This person gets a bit sharp/over assertive with customers, and apparently another member of staff says they sometimes have to take this person aside to get them to calm down. Apparently she's saying the right things, but in a way that gets people's backs up.

He's already planning training needs assessments for all of the staff and we were wondering what training might help.

I suggested assertiveness training, but would negotiation skills also be option? What do other people think might be useful, particularly as it's likely that he'll have to send a few of the staff on it in order not to single this staff member out (yet)?

j.e.j.

If she's on reception (?) I think I'd expect her communication to be a bit better than that! IMO the member of staff should be dealt with as an individual, as it seems to be only her who has this issue. If he were to send others on the course as well she might not get the message that it's her behaviour that is unacceptable?

browneyedbazzi

Just some decent customer service skills training would be a good starting point. And perhaps a bit on coping with stress/anger management?

I agree that she should be dealt with as an individual. I've had a manager in the past who sent the whole team on training and we all knew it was because one particular member of staff wasn't behaving appropriately. It really damaged the respect that the rest of the team had for the manager. She made herself look weak and manipulative by side-stepping the real issue with that particular employee.

newmumincov

Well I agree she needs to be spoken to individually to be honest, but he says that there are a couple of others who could do with some assistance as well, they're just not as bad.

ohreally

Is your OH witness to this alleged behaviour, or is it possible the allegation is being made by others with an agenda?

bobajob_1966

ohreally wrote: »

Is your OH witness to this alleged behaviour, or is it possible the allegation is being made by others with an agenda?

A good point, and if there is a genuine issue, I would look into whether there is an underlying issue (perhaps a medical problem?). I would not allocate it as a training need until I was sure of what I was dealing with.

newmumincov

Yes he's witnessed/heard it himself - he says that this member of staff is very loud, takes a "tone of voice" that isn't appropriate (he can't describe how - slightly agressive), is patronising and tuts noisily at people.

Personally it sounds like she is unable to relax.

McKneff

newmumincov wrote: »

Yes he's witnessed/heard it himself - he says that this member of staff is very loud, takes a "tone of voice" that isn't appropriate (he can't describe how - slightly agressive), is patronising and tuts noisily at people.

Personally it sounds like she is unable to relax.

Well, did he deal with it at the time when the peron had finished dealing with the customer. That was the time to deal with it.

bobajob_1966

newmumincov wrote: »

Yes he's witnessed/heard it himself - he says that this member of staff is very loud, takes a "tone of voice" that isn't appropriate (he can't describe how) and tuts noisily at people.

All which may (or may not) be a sign of a mental health condition. I'd have a diplomatic chat to check if there is a reason for the behaviour. The reason should not be an excuse, but it may be that general retraining is not the right solution?

newmumincov

McKneff wrote: »

Well, did he deal with it at the time when the peron had finished dealing with the customer. That was the time to deal with it.

He says he's intervened at the time but hasn't spoken to the staff member about it yet - he's still in his first week and on top of that hasn't managed to get the opportunity to take them to one side...

Perhaps we need to craft a little speech.

ali-t

I had a similar situation with a member of my team and arranged for training that involved videoing performance so individuals could deconstruct their practice and have it reviewed by others on the course. This person had no idea how they came across to others so it was a definite benefit.