"Can I take back what I said?"
Brian, from Human Resources, just found out that some male members of the housekeeping staff have been taking inappropriate pictures of themselves on their camera phones. They have been showing the pictures to other staff members - male and female. Brian also just found out that this has been going on for a couple of years.
The department leadership has collectively shrugged their shoulders and said, "whatcha gonna do?” This behavior obviously needs to stop immediately. Brian decides to start with Helen, the Director of Housekeeping to find out what she knows and how this situation has existed for so long. (15:20)
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Lessons Learned:
- Reaffirm HR's contribution - The goal is always to keep the receiver in the conversation long enough to come to a reasonable resolution.
- Ask questions for understanding - Helps Brian to fashion a solution that could work.
- Consider all the options - Exploring the options - even the seemingly unworkable ones - helps to find the workable ones.
- Be clear about the consequences - For everyone involved.
