Meeting with staff

How you meet with your staff to discuss problems or complaints is an important part of dealing with them. Here are some tips:

• meet in a private and comfortable location
• avoid distractions and interruptions
• introduce yourself and explain your role
• ensure your facial expressions, posture and gestures match what you say
• keep an appropriate distance
• invite people to talk
• ask for background to the problem
• don't ask too many questions
• allow comfortable silences.

It is important to be non-judgmental and not to express your opinions. Try to avoid some common phrases.

• Generalising – "everyone knows…" "you always…" "men always do that."
• Stereotyping – "people like that always…"
• Diagnosing – "the real reason you feel that way is…"
• Giving advice or ordering – "what you had better do now is …" "just stay away from him." "you have to …" "you must…"
• One-upmanship – "when I was assaulted…" "That's nothing. You should hear about…"
• Judging – "what you should have done…"

Your staff are more likely to help you solve any problems if you speak with them well.