Regardless of the industry you work in, it’s likely that as a manager leading a team, you will eventually have to deal with difficult workplace situations. Whether it’s a conflict between employees or pushback on policies, these troublesome scenarios can be hard to manage. However, if you stick to a certain approach, you will find each situation easier to navigate. Below are the 5 best ways to approach difficult situations as a manager.

1. Keep it Together

As a manager, one of the best ways to approach a difficult situation is to stay calm and collected. Usually by the time a manager is involved, tensions are pretty high. The last thing you want to do is match the energy of your upset employees or customers. If emotions are high, excuse yourself from the situation, take a deep breath and calm yourself down. Keeping your tone and presence calm will help bring the emotions of the others involved down. This will also help you to be objective when handling the situation instead of acting out of emotion.

2. More Listening, Less Talking  

When handling a difficult situation at work, it’s important that you focus on actively listening, rather than talking. As others speak, focus your attention not only to the words being said but also to the body language and tone of voice. When everyone is finished, repeat what was said, saying “what I am hearing you say is…” to ensure that both parties are on the same page and that everyone feels heard. After everyone is in agreement about what the issue is, you can use this information as a jumping-off point for finding a mutually beneficial solution. 

3. Offer Kind and Constructive Communication  

When communicating a solution or response to your employees or customers, do your best to be kind and constructive. Avoid any blame while also being respectful of other people’s opinions. Do your best to focus on finding common ground between all parties involved so that everyone leaves feeling heard and respected throughout the process of resolving the situation. 

4. Offer Empathy

As humans, it is easy to take comments or actions personally or get caught up in the emotions circling the negative situation. In order to avoid this, try to keep in mind that everyone involved has their perspective. Offering empathy towards someone else’s feelings is essential for building trust and respect. As a manager, even if you don’t necessarily agree with what the opposing party is saying or doing, try your best to understand where they’re coming from. Seeing the situation from their perspective will help you come up with a solution that will be best for each side.

5. Be Solution Driven 

When approaching a difficult work situation, it’s important to keep your attention focused on solutions. Once everyone has had a chance to tell their side of the story and we’re all on the same page, let them know that the best way to move forward is to find a positive solution rather than continuing to assign blame or complain. Navigate the conversation towards solutions by asking open-ended questions that allow everyone to participate in creating solutions together. This will create an environment where everyone feels heard while also collaboratively problem-solving.  

Managers face difficult situations on a regular basis. This is just apart of the job. Make your difficult work situations a little less trivial by following these few standard practices. Approaching situations with kindness, empathy and solution driven will result in the best possible outcome.

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