Last December, Ann, one of my clients, called and asked for help in managing a difficult situation.
Evidently, Ann’s manager called everyone on his team into a meeting and asked them to critique how well they had served their customers in 2018.
He asked everyone to be brutally honest and open about what had not worked in order to identify what they needed to improve in 2019.
Ann, who is always quite direct and open, took the opportunity to address all of the situations that had caused major grief for her customers. When the meeting came to an end, Ann’s manager thanked everyone for their input, but he asked Ann to stay afterwards for a few minutes.
When everyone had left, the manager told Ann that he did not appreciate her negativity and that he was considering withholding her bonus because of what she had said during the meeting. That is when Ann called and asked for some coaching in talking through the situation
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