職場困境化解攻略：化解職場困境的七個決定性因素

Seven Determining Factors When Addressing Difficult Situations at Work

So how do you address a difficult situation? One where numerous personalities collide? Or the stakes are high—whether involving money or a person’s reputation? Or someone, maybe lots of someones, may be embarrassed or worse? Or should you address the situation at all? That depends on many factors. You don’t want to leap in, hoping to save the day, and then realize . . . it didn’t need to be saved in the first place. Nor do you want to make things better . . . only then to realize (oh no!) you made them worse. So before you say a single word or compose that e-mail, consider these seven determining factors. They’ll help you get the right message to the right place, for the best possible result.

1. Damage That the Difficult Situation May Have Created

Sometimes, the situation may be difficult but nothing worse than that. If you overreact, whether by apologizing or offering unnecessary compensation, you may be making yourself look bad. On the other hand, an inappropriately blasé response may cost you goodwill and worse. So before you respond, assess the situation; then make your move.

2. Personality of Those Involved

Who is involved in the situation is as relevant to the way you respond as the situation itself. If you’re in a formal environment, say with stodgy senior VPs or abundantly serious academics, better not make light of the situation. But if you happen to be with a bunch of sales guys whom you regularly close the weekend with at a pub, then a joke, pat on the back, or humorous e-mail may be the best antidote for the situation.

3. Culture of the Organization

Every organization has its own protocols, culture, and rules about what is and isn’t appropriate. So how you respond to the difficult situation will depend on where you are at the time. Some places are extremely hierarchical. There’s a definite pecking order. Want to run to the big-guy-in-charge to discuss a drastically difficult situation with his or her employees? Don’t even think of it—even if you just had lunch together the day before. Instead, you’ll need to go to the person next in charge. Other culture issues: the tone you use, how you relay your message, whom you cc, and, even, whether the behavior that led to the difficult situation was tolerated in that environment. If you’re on your own home turf, the situation is easier than if you’re on someone else’s, of course. But either way, give it thought.

4. Appropriate Timing of Your Response

When you respond can be as important as how you respond. Have an embarrassing situation, like you gave inaccurate information in a report? Waiting for people to slowly discover it or allowing them to act on bad information can be disastrous. So, yes, address that situation immediately. But what if the situation involves a disagreeable interaction with a colleague? Maybe it will blow over. Or maybe the strong feelings will die back in time and become easier for you to address. Oh, and be careful to check your gut response; it may not be the right one. Are you an impatient type of person? You may ache to leap in, resolve the matter, and move forward. Are you an introvert? You may want to mull it over before taking steps. Don’t rely on your personal style to dictate your response; you may only be satisfying yourself.

5. Vehicle for Your Message

Should you discuss the problem in a one-on-one? Send an e-mail? What if lots of people witnessed the situation? The vehicle you choose will be pivotal to whether your response is effective. For example, if you send an e-mail during a crisis, some people may not open it. Or given the circumstances, they may be overly sensitive and react the wrong way. Besides, in putting an apology, admission, or explanation in writing, you’re essentially creating a paper trail that could support or undermine you, depending. Say something in person? Then your audience may forget what you said the moment you walk out the room. Of course, e-mails or one-on-one conversations also have their bright sides. You need to determine which one, or combination of vehicles, will make you shine and not fall further into the shadows.

6. Tone That’s Appropriate for You

Up until now, we’ve discussed what other people expect and what the culture allows. But also consider your own style. Are you a fun-loving person? Quick with a joke? Then making light of the situation can help. Of course, you may opt to temper your style; when all goes wrong, seriousness may be in order. No problem, but beware. You may inadvertently adopt an unlikely communications style, thinking that is best. Big mistake! People expect you to be you—and that’s the best way to be. Exception: When legal issues may come into play. Then a witty retort or poorly timed response may send you to court.

7. Outcome You Want

This is last and most definitely not least: what you want the recipient of your message to think, feel, and, above all, do. In some cases, you just want to restore goodwill. In other cases, you might want to get him or her to take a next step: purchase a product, resist spreading gossip, or settle a problem out of court. So be strategic, and before you race to use these perfect phrases—or any others—drum up a strategy that brings results.