Here’s a 5-step conversation where a frontline manager addresses an employee’s concern or complaint. The manager listens empathetically, validates the employee’s concerns, and works collaboratively to find a solution. This approach reassures the employee that their concerns are taken seriously and reinforces a supportive and responsive work environment.
Step 1: Opening with a Safe Space for Sharing
Manager: “Hi [Employee’s Name]. I wanted to check in because I heard you had some concerns about [specific issue, e.g., scheduling, workload, resources]. I want to make sure I fully understand what’s been going on. Would you mind sharing what’s been on your mind?”
Employee: “Sure, thank you for asking. It’s about the workload recently. It’s been a lot to keep up with, and it feels like there’s not enough time to get everything done well.”
Step 2: Validating the Employee’s Feelings
Manager: “I understand; that sounds really challenging. Balancing a heavy workload can be stressful, especially when you want to do your best. I appreciate you bringing this up—it’s important that you feel supported and that your workload is manageable.”
Employee: “It’s good to hear that. I was worried it might just seem like I’m complaining.”
Step 3: Asking for Specifics to Understand the Scope
Manager: “Not at all—I want to make sure we’re setting you up for success. Could you tell me a bit more about which tasks or responsibilities are feeling especially overwhelming? This will help us understand where adjustments might be needed.”
Employee: “It’s mainly the administrative tasks that get piled on top of my regular duties. By the time I finish everything, I barely have time to focus on the main parts of my job.”
Step 4: Collaborating on Possible Solutions
Manager: “I appreciate you explaining that—it sounds like the administrative work is really adding up. Let’s look at ways we might lighten the load. Maybe we could assign some of the admin tasks to another team member, or adjust the timeline so you have more time for the core parts of your role. What do you think would help most?”
Employee: “If we could share some of the tasks, that would really help. Even a little less would make a big difference.”
Step 5: Following Up with a Plan and Continued Support
Manager: “Great, let’s do that. I’ll make sure we adjust things so it’s more manageable for you. I’ll also check in regularly to see how it’s going and make further adjustments if needed. Thank you for being open about this—I want to make sure you feel supported, and I appreciate all the hard work you do.”
Employee: “Thank you so much. It feels good to know that you’re willing to make adjustments. I really appreciate it.”