In this conversation, the manager demonstrates emotional intelligence by listening without defensiveness. The manager actively listens, regulates their emotions, validates the employee’s perspective, and seeks constructive solutions.
Step 1: Listening Without Interrupting or Reacting Defensively
Employee: “I need to be honest with you. I’ve been feeling frustrated lately because I feel like some of my concerns haven’t been heard. It feels like there’s a disconnect between what’s being decided and what’s actually happening on the floor.”
Manager: “Thank you for sharing that with me. I can see that this has been weighing on you, and I appreciate you being upfront about it. Can you tell me more about the specific concerns that feel unheard?”
Step 2: Acknowledging the Employee’s Frustration and Perspective
Employee: “Sure. For example, when I brought up issues with the new scheduling system, it didn’t feel like anything changed. It’s hard to stay motivated when it feels like my feedback isn’t making a difference.”
Manager: “I hear you, and I can understand why that would be frustrating. It sounds like you put in the effort to communicate your concerns, but didn’t see any action on them. I apologize if I made you feel that your feedback wasn’t valued—that was not my intention.”
Step 3: Clarifying and Showing a Willingness to Improve
Manager: “To make sure I fully understand, is the main issue that feedback about the schedule adjustments isn’t being addressed, or are there other areas where you feel this way too? I want to make sure I’m clear on all of your concerns.”
Employee: “It’s mostly the schedule changes, but it does make me wonder if other things will go the same way. I just want to feel like what we’re saying matters.”
Step 4: Expressing Appreciation and Discussing Actionable Solutions
Manager: “Thank you for bringing this to my attention. I really do value your feedback, and I see now that I need to do a better job showing that through action. Here’s what I propose: I’ll bring your scheduling concerns to our next planning meeting, and I’ll follow up with you directly about any changes. Additionally, let’s check in regularly to keep communication open. Would that work for you?”
Employee: “Yes, that would help a lot. Just knowing you’re following up makes a difference.”
Step 5: Reinforcing Openness to Future Feedback
Manager: “I appreciate your honesty and patience, and I’m committed to making sure your feedback doesn’t go unheard. I want you to feel supported and confident that your voice matters here, so please continue to bring things to me. We’ll work together to make this a better experience.”
Employee: “Thank you. I feel a lot better about bringing things up now.”