Page 130 - Perfect Phrases for Motivating and Rewarding

recap the situation succinctly, and ask all parties involved what
result they would like to see.
■ Leave your personal ideas of what you think must have
happened outside the door.
■ Specify what you will do or what you would like to have
happen.
■ Don’t spread rumors or listen to them. Make clear that the
rumor mill is not a viable communication vehicle.
■ Model and encourage respectful behavior, rational dialogue,
and discussion of different points of view.
■ Don’t pit one employee against another or encourage rivalries.
You have more positive vehicles to promote a drive for
excellence.
■ Address problems without blame.
■ Never yell or curse.

Motivational Phrases

■ “Excuse me. May I see you in my office, please?” (Don’t make
reprimands public.)
■ “I’ve received complaints that you
(shouted at Dan in front of customers, wouldn’t share quarterly
figures with Andrea . . .). I’d like to hear your side.”
■ “Jake, what I hear you saying is that you think Maya
intentionally stole your client. Is that correct? Maya, you said
you didn’t know that this was Jake’s client. Is that correct? Let’s
get to the bottom of this. What happened when the call came
in? What can you do now to move forward with this client and
prevent this misunderstanding from occurring again?”
■ “I understand you’re upset, but I can’t focus on what you’re
saying when you’re shouting.”
■ “You were both rushing. Isn’t it possible that you
misunderstood each other?”

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