How to behave & handle yourself in stressed moments in an Organisation? A perspective from both Manager and Employee!

The Manager came down looking for Rahul. Rahul had gone to the toilet, but the way Manager was asking for him, you could sense the urgency for his lookout. Otherwise in today’s era of mobile phones and desk phones, everyone wondered why he came down 4 floors looking for him.

Rahul came out of the toilet and was walking towards his desk when he saw the Manager and his furious face waiting at his desk. He quickly took his steps and asked “What happened?”

The Manager busted out “Where is that report I asked you to prepare?” 

Rahul could not really understand this question, as he never reported directly to Manager and he had a Team leader in between and his day-day interactions were happening with team leader and not the Manager. He still was confused and didn’t know which report the Manager was asking for. He repeated himself “Which report are you looking for?”

This question made the Manager more furious and shouted not able to control his emotions “The report I asked you and your team leader to prepare for today’s important meeting with the CEO”.

Now Rahul was able to connect the dots, but this was never assigned as high priority and it was there on his to-do list at no. 7. He reacted “Oh that report, I have not yet started, give me a day time and I will send this across”.

“The meeting is today in another 3 hours’ time. I don’t have time. Get onto job quickly.” That should have ended, but he made an extra statement which hurt Rahul “You are always such lousy, lazy person.”

This extra unwanted statement hurted Rahul and he responded back “If this was that important you should have informed me in particular. Why did I have to work on something which wasn’t important”. This time Rahul’s tone too was bit high. All this drama was happening in front of other employees, who were pretending to work but kept their eyes and ears open to this conversation. Nobody intervened into what was request had turned to heated argument.

“Look if you want to work like this, you can quit or I will make sure that you get terminated” Manager blurted with flow of emotions.  Rahul too didn’t take much time to process what he was told and said “What are you going to terminate, I resign!!”

Now people had risen from their chairs hearing this immediate exchange of loud words between them.  It was egos of each person talking to each other without processing what was being exchanged.

Manager with a grin of having won the war said “Ok, I accept your resignation.”

A common story we might have heard or even experienced. Let us analyse this situation which can happen to any of us and how we need to act as both leader and employee:

LEADER

1. Control : While its natural to get upset of not getting things on time and as per expectations, it is equally important to never show your emotions in front of other employees.  If its uncontrollable, just move out of that place and get back once you have calmed down. Irrespective of what impression you have of person, don’t raise your voice against any employee.
2. Talk to direct Managers: When you skip the level and talk to employees, first understand the priority of work which has been allocated by team leader. Talk to team leader who is responsible for the team.
3. Support: When you realise work has not been done / delayed for whatever reason, it is ok to get back to Management and report to them on rescheduling meeting. It is better to schedule a meeting with information rather than sticking to a meeting without prior information.
4. Training: With repeated instances could reflect on poor skills of listening / communication. Get such people into various skill training and even if then they don’t improve, you can always change their role or show them exit.
5. Regular Follow-up: Don’t wait to last minute to do follow up. Keep regular reminders for important tasks to just check on progress. 

Employee

Your Manager is not the end of corporate ladder. He / She too has a Manager to whom they are answerable. Both you and your Manager are working towards same goal of organisation growth. The risk and responsibilities differ between you and your Manager.

1. Don’t get defensive: When you are dealing with an angry Manager, don’t go defensive while your Manager is yelling at you. Your Manager would not be in listening mode and therefore it is ok to just listen to what he/she has to say. You can get some unfiltered feedback in those moments.
2.  Show your Leadership style: The entire organisation is watching everything and therefore these are moments of displaying your leadership skills of remaining calm and therefore, respond and acknowledge your Manager’s emotions.
3. Repeat: Listen carefully and repeat the exact sentences to make them aware of what they said in moment of anger.
4. Apologise: If you did something wrong don’t hesitate to apologise. Apologizing at start will end the conversation going to next levels.
5. Discuss with HR: If there are unexpected expectations and your Manager is losing his anger regularly, you should not hesitate to bring in a 3^rd person to mediate, which would be Human Resources department. 

But even after following these are you weren't able to control as Manager / Employee and crossed the line, GO AND APOLOGISE. Irrespective of person is below hierarchy or above.

These tips should help you to handle stressed moments while being at either side of Manager or an Employee. 

Do share your thoughts on more ways to handle such situations !!