What would you do if...
Your team members may find it takes some practice to stay calm and collected when unexpected situations arise. According to Ethics4Everyone, by Eric Harvey and Scott Airitam (Performance Systems Corp., 2002), it's best to prepare staff members for difficult events by playing the "what if" game.
Your team members may find it takes some practice to stay calm and collected when unexpected situations arise. According to Ethics4Everyone, by Eric Harvey and Scott Airitam (Performance Systems Corp., 2002), it's best to prepare staff members for difficult events by playing the "what if" game. Use hypothetical situations to address problems employees may face. Discuss possible responses, and work together to identify the best course of action. Have trouble coming up with realistic what ifs? Ask your employees for ideas—and use these situations to get the ball rolling:
- What if a client is unhappy? Is giving him or her something for free ever the right thing to do?
- What if a belligerent client makes a scene in the reception area? How do you handle the situation? What do you say to other clients who saw the conflict?
