How to Deal With an Angry Employee
Anger and negativity in the workplace can be highly destructive, stalling a previously effective team and making the office an unpleasant place for everyone. An angry employee not only wants his complaints addressed, he also wants to know that you are willing to listen to him. Meanwhile, his fellow employees want to know how you will handle the situation. Avoiding the issue or defending yourself by attacking back will probably only make things worse. Instead, address your employee's emotions, discuss the issues that are upsetting him and finish by checking in with him emotionally again.
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Instructions
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Open the conversation with your employee as soon as possible. If she expresses dissatisfaction at a staff meeting, ask whether she would prefer to talk about the issues there or in private. If she does not want to discuss the issues at all, tell her that you understand that she might be worried about bringing her concerns into the open and that you can return to the conversation in a few days. If she does not come to you, go back to her after a little time has passed and ask her again what is bothering her.
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Address your employee's emotions rather than their cause. Say something like, "I get the impression that you're upset with me. I'd like to help fix this. What's going on?" Then listen to what he says without interrupting or retaliating. When he has finished, let him know you heard him by saying something like, "It sounds like you're upset because... Is this what you meant?"
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Remind your employee that you are on the same team. Rather than attacking her opinions or emotions, explain yours, and say that you want to solve the problem or find a compromise. One system is to remind her of something that you agree on before you try to solve the issue. For example, say something like, "We both want the office to operate smoothly, and neither of us wants to dread coming to work. Let's fix this, so we can all enjoy our jobs."
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Ask your employee if he is pleased with the solution you reach. Establish that he feels better. If he does not, ask him if he would like to discuss it further at that time or let it sit for a few days before returning to it. Employees might be unwilling to stop being angry instantly, so give him time to cool down if he needs it.
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Tips & Warnings
If your employee is behaving inappropriately or negatively in the office, talk about the effect of her behavior on the workplace rather than judging her, condemning her or entangling yourself in her personal situation. Say things like, "When you refuse to complete the assignments I give you, you lower our team's morale," rather than, "You've been behaving terribly, and it has to stop." Be specific about what needs to change, and have examples of her negative actions ready in case she denies her behavior.
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