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Irate employees with HR complaints: How to calm them

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in The HR Specialist Forum

Question: "When some employees come into the HR office, they carry on like they’re at home yelling at their children! How can we let them know that this kind of behavior is out of line, without escalating their anger? What kind of language or techniques can we use to defuse these tense situations and get on with solving their problems?"  -- Maria, Florida


Having been in this situation, first, remain calm. Do not get hooked into the employee's anger. Explain that you are willing to listen to his/her concerns, but the conversation needs to be more professional, rational, adult (however you might frame it). Usually the employee will then calm down enough to be more rational just knowing someone is willing to listen. If during the conversation, the energy level starts to go back up, remind the employee of his/her tone.

There are times, however, when it mig...(register to read more)

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