Dealing with people who are upset

             We all have had to deal with individuals that have been upset. They may not have been upset with you personally but they may be taking it out on you. First step is to keep calm. When your defenses go up your outlook on the issue becomes smaller. For example when someone is upset they tend to confront you by using inappropriate words and can raise their voice. By keeping calm you are able to take in the situation and not try to come up with a argument to throw back at the individual.
         

Next remove the situation from public view. You may be in a work environment and others could decide to interject into the situation and this could make the situation even worse. Once the individual is in a private location you may feel the need to get a witness. A witness is beneficial to both the individual and yourself.  If the individual feels that they were treated poorly during the conversation they may want to go to Human Resources. The witness can be neutral and state the facts which will allow a human resource personnel to get all the details quickly. There will not be all the he said / she said arguments that can follow. Remember to keep your tone calm. By keeping your tone calm you are inadvertently making the individual calmer.  Have you ever tried to yell and be upset with someone that keeps their cool? It can make you feel foolish. Ask for the facts. After they have explained the situation repeat what you have heard.
             "I heard that you feel like Susie is asking too much of you. You said that she expects you to complete your regular tasks as well as some of hers. Is this what you are saying?"
          By repeating what they have said you are letting them know that you understand the issue. Then explain that you will need to speak with Susie to understand why she is asking the individual to do these things. Let them know that you will follow up with them when you have finished your investigation.

extra steps to handle disgruntled employees

        The most important thing is to remember to follow up!! Don't leave them hanging. They will feel like you didn't even listen or care about their issue. Whether you agree with them or not, if you follow up they know that their side was heard. Give good reasons of what you have decided. Never discuss what repercussions may come to Susie, if any. They need to know the facts and how it will be handled in the future. Going any further could result in further frustrations. Be fair and answer any questions with in reason. Make sure to let them know that you took the issue seriously. Everyone wants to be taken seriously.