4.4 Case Study: Runners Relay Ltd.
It is time to practice our new “I” statement skills. Let’s utilize script writing and role-playing to resolve a workplace conflict at Runners Relay.
The Scenario: A Focus on “I” Statements
The Company:
The Company: Runners Relay Ltd.The People:
Anna Suarez (She/Her): Human Resources Manager
Helga Dietz(She/Her): Day Shift Supervisor
Sam Sellers(He/Him): Production Associate on Day Shift.
The Scenario:
Helga is thinking of quitting her job at Runners Relay. In the past year, she has been dealing with one of the employees on the day shift, Sam Sellers, and she is tired of his antics. Disciplinary action hasn’t worked. Recently, Sam started leaving his workstation whenever he felt like it, which has caused significant production delays as he isn’t meeting his daily target numbers. Helga has addressed this issue with Sam several times but doesn’t feel things will turn around.
Sam’s co-workers are tired of his behaviour and have started calling him out when he leaves his workstation. Sam has started yelling at his co-workers and telling them to mind their business. What began as a performance issue has turned into a workplace conflict.
Employee Observations:
“Sam is a big problem on the day shift. We keep missing our production numbers and, therefore, our yearly bonuses.”
“I don’t know who Sam thinks he is. Shutting down his production station whenever it is good for him is selfish. I think he is sneaking outside to smoke; that’s what I believe.”
The First Conversation:
Helga decides to meet with Sam one more time. This time, she will tell him what she thinks of his work ethic and ensure he hears precisely what she thinks. If this meeting doesn’t work, Helga will start sending out her resume.Helga: Sam, you must stop by my office at the end of your shift today.
Sam: I don’t have to talk at the end of my shift.
Helga: You don’t have a choice. I will see you at 3:00 pm.
Sam: Fine.
Helga: (in the 3:00 pm meeting) Have a seat, Sam.
Sam: What is so important that we can’t talk tomorrow?
Helga: You are the reason; Sam: you and your performance.
Sam: Me?
Helga: Yes. You shut down your production station whenever it suits you, making us all look bad.
Sam: What? I work as hard as anyone on the day shift. What are you talking about?
Helga: You can’t possibly be serious. Whenever you want to sneak outside for a smoke break, you shut down your machine and go outside. Everyone is talking about it.
Sam: You can’t talk to me that way. I don’t even smoke. Who is saying things about me behind my back?
Helga: Listen, you need to stop messing around and take your work seriously, or I am going to take this to the Human Resources department.
Sam: That is a threat, and I don’t appreciate threats. You are the worst supervisor ever! I will ask to be switched to the afternoon shift to escape you.
Helga: That’s good. We won’t have to deal with you on the day shift anymore. See you later!
The Exercise:
Identify – Any concerns with the way Helga spoke with Sam? Did Helga utilize impactful “I” statements that would cause Sam to lower his defences?
Discuss – Helga’s approach highlights how Helga could improve her conversation with Sam by utilizing helpful “I” statements.
Create – A list of “I” statements that would assist Helga when she meets with Sam.
Next Steps
You will assume the role of Anna, the Human Resources professional at Runners Relay. You have learned about Helga’s recent conversation with Sam. You will meet with Helga and coach her on properly addressing this workplace issue, emphasizing “I” statements.
Coaching Notes:
When meeting with Helga, you will remind her of the following:
- You aim to have a calm conversation and understand what is happening with Sam.
- “You” statements cause the other party to go on the defensive.
- When you utilize “I” statements, the other party doesn’t feel like they are under attack.
- Explaining to Sam how his behaviour is impacting you and the entire team is important.
- Finding out why Sam leaves his workstation so often will assist you in resolving this workplace conflict.
- Don’t be in a rush to appoint blame.
The Recommended Conversation:
Following her coaching session with Anna, Helga decides to meet with Sam again to address his behaviour in the workplace.Helga: Sam, would you stop by to see me before you leave work today?
Sam: Sure, I will stop by your office.
Helga: (as Sam enters her office). Please take a seat, Sam.
Sam: I was surprised you wanted to speak with me. What’s this about?
Helga: Sam, when you leave your workstation, our production numbers drop, and I feel responsible for the failure to meet our customer orders.
Sam: I had no idea I was impacting our customer orders this way.
Helga: I have also noticed that stepping away from work negatively impacts the rest of the day shift team, and I am responsible for their morale as well.
Sam: Wow. I didn’t mean to impact the team. I’ve developed anxiety attacks, and I need to step away from my work area from time to time to get fresh air, or I will pass out. I should have told you about it, but I was too embarrassed. My co-workers have started yelling at me every time I walk about from my station, and I began yelling at them to mind their business. I guess I’ve made things even worse.
Helga: I am here to support you, and I can assure you that this information about your anxiety attacks will be kept confidential. How can I help you?
Sam: When the production numbers are high, I worry that I won’t be able to keep up. This causes anxiety attacks and makes things even worse. I could use help from one of the other associates on the day shift when our customer orders are high, just until I get this anxiety issue under control with the help of my doctor. I’m sorry I’ve impacted our customers, co-workers and you this way. It was never my intention.
Helga: I will monitor the day shift orders, and when they are higher than usual, I will assign a second associate to your workstation to avoid falling behind. Does that work for you?
Sam: I can’t tell you what that means. Yes, it will absolutely help, and thank you for taking the time to talk to me. I haven’t been sleeping or eating well lately, which has caused me to treat my co-workers poorly.
Helga: Thank you for your honesty. I’ve been worried about you because this behaviour isn’t like you. We will work together on this going forward. Are you agreeing?
Sam: Agreed. I will see you tomorrow, Helga. Thank you!
Helga: You are welcome, see you in the morning.
The Exercise:
