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April 01, 2002  |   Comments (0)   |   Post a comment

5 Ways to Address Upset Workers

In light of several recent events involving school bus drivers acting unpredictably, there has been a greater emphasis on knowing the history of employees and reading the potential danger signs they exhibit. While this is helpful, some attention should also be given to the best ways to address an employee after a problem has been detected. Regardless of how operators choose to do this, preserving the dignity of the employee is always important to keep in mind. Here are some tips on how to confront the troubled worker. 1. Accept the person’s mindset. This does not mean agree with it, but understand that the person wants to vent. 2. Let the person get angry. Angry outbursts can have a positive effect. They provide an outlet for diffusing hostilities. 3. Don’t argue over reality. This person’s perceptions are reality. 4. Ask open-ended questions. Invite the person to give long-winded answers so that he knows you are listening. 5. Propose a tradeoff. At some point in your discussion, make concessions and ask for something in return, emphasizing a solution that benefits all parties involved. For more information, visit

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