"Maybe it wasn't such a good idea to bring him here"
Yang was transferred from Shanghai to your office to be part of your very important project. He is an expert in the field. He arrived two weeks ago and since then he has been calling Gina, your HR rep. for everything starting from needing a driver to pick him up and bring him to work, to asking for a blanket because he was cold at night and who could turn up the heat in his apartment.
Gina was very patient in the beginning but doesn't know how to deal with Yang anymore. She thinks it was a mistake to transfer him because he seems not to be able to do anything. Out of desperation she turns to Cal, Yang's boss, to discuss Yang’s demands. (15:45)
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Lessons Learned:
- Reaffirm HR's contribution - A universal aspect of an effective Courageous Conversation is to reaffirm the employee, her contribution, and her value to the organization.
- Ask questions for understanding - Before offering solutions.
- Clarify the facts - Before offering solutions.
- Acknowledge the emotion - When Cal noticed and acknowledged Gina's feeling of being overwhelmed there was a noticeable relief in her voice.
- Consider potential cultural differences - Consider all the possibilities. And then be willing to research the differences if you need to.
