Frustration occurs frequently in the workplace, especially when dealing with direct customer interactions or high-paced tasks like events. It’s common to encounter demotivated, anxious, highly stressed or frustrated staff in these potentially stressful situations. Ignoring these situations can lead to decreased efficiency in the workforce or even result in the frustrated, demotivated, or stressed person resigning, which can have unpleasant consequences for our workplace or a specific event.
In events, there is often a lot of movement and a substantial number of personnel dealing with people and striving to give their best. This can sometimes make managing staff challenging, leading to the spread of discontent through word of mouth, ultimately affecting service quality. That’s why we should not ignore these situations and, instead, address them as promptly as possible. But how can we do that? It’s not a simple question. That’s why in this article, we will provide you with some valuable tips for dealing with frustrated staff and maintaining a harmonious working environment for everyone.
Listen without minimizing, coaxing, or threatening
Active listening is crucial when dealing with frustrated staff, considering that any misstep can worsen the situation, potentially even leading to job resignations. We must remember that people working in high-paced, customer-facing roles are human beings who experience frustration just like we do in similar situations. Therefore, the best approach in such situations is to listen attentively, empathetically, and make the person understand that their feelings are valid, and you are there to help, not to judge, blame, or criticize.
Thank them for speaking up
It’s common for people to struggle with expressing their feelings about their work. This is because a job can significantly impact a person’s life, and there may be fears associated with it. People fear being judged, scolded, or remembered for expressing negative feelings in their work environment, which could jeopardize their job security. This is why they prefer to remain silent, which is risky since these frustrations tend to build up and eventually explode, causing not only negative effects on the frustrated person but also on the leader, event organizer, or company committed to that individual, as it can affect performance. That’s why, whenever someone from the staff approaches you to talk, you should thank them for being honest and courageous enough to speak up. This fosters better teamwork and makes personnel feel comfortable and secure.
Identify solutions or compromises
Once the person has communicated their dissatisfaction, discomfort, or issue, avoid being condescending. Try to determine whether the problem is related to the event, the company, or even if the person has misinterpreted situations internally and communicate your opinion kindly and sensibly. Once you’ve said your perspective on the matter, work together to find solutions, taking into consideration the person’s concerns and what you can do to address them, or what is within your control. In the case of personal issues, offer your assistance and support for the person’s well-being and the smooth progress of their tasks.
Empower
Beyond identifying problems and seeking solutions, express gratitude for the person’s work and remind them of the significance of their role in the activities’ development. Make them feel valuable and appreciated within the event or workplace. Help them feel comfortable after such a vulnerable moment.
Stay involved in progress by checking in with the frustrated person
This conversation should not end at this point, as it’s essential for the person to understand that you are there to support them throughout their journey. Throughout the issue, inquire with the person about how they are feeling, what has improved, and how they are progressing. This is not only to improve the person’s work situation but also to let them know that you are there, haven’t forgotten about their situation, and that they are important to you.
Managing personnel is not an easy task. At OpenStory, we understand our staff and provide continuous support to ensure they carry out their activities calmly and safely. Support and empowerment are essential for the successful execution of your events and activities. In this article, we have shared these simple tools to help you keep an eye on the people who make your activities possible. If you would like to learn more about us, please contact us for a free quote!
