Follow Emma, VP of Customer Service for a large home electronics retailer as she confronts complaints about her department. Emma has worked in customer service for 15 years, and has risen through the ranks for her current employer since starting here 10 years ago. She has managed Customer Service for six months. Customer complaints are nothing new, but this is the first time the CEO has become personally involved. And it’s the first time things really became personal.

What could possibly be challenging about that?

What new skills does Emma need to learn?

How should leaders engage performance problems and mistakes?  

How can difficult conflicts actually bring people closer and improve work culture?   

Listen carefully as Emma, her CEO, and various members of her department fall into the hidden traps that play out everyday when performance comes under scrutiny. Some people issue unrealistic ultimatums, some compromise to keep the peace, and others swoop in with unsolicited advice that only makes things worse. These are just some of the challenges leaders face when confronting behavior that falls short of our expectations.

This Learning Playlist will reveal how conflict and miscommunication drama can become a costly diversion, and how leaders can use a Compassion Mindset to strengthen relationships and performance during difficult situations. 

Implementing the Compassion Mindset requires three ingredients that help leaders walk into conflict and address performance and behavior issues head on, while also preserving dignity and self-worth. The outcome is increased safety, curiosity, and consistency in the work culture.

The Compassion Mindset: How to Avoid the Inherent Traps When Confronting Performance and Behavior Problems