In management, it’s been said that if everyone is happy with you at any given time, you must be doing something wrong. The logic behind this statement is that being a manager is difficult because they have to act as mediators when dealing with opposing viewpoints. For example, there may be two agents that feel they are entitled to a commission from the same client. Whatever the outcome, someone is bound to be unhappy.
Managers are also put in difficult situations when an agent or staff member feels they are entitled to something that may not be consistent with the overall company plan or finances for the company. When this occurs, it’s important for the manager to give careful thought to both the decision and the presentation of the decision to the questioning party.
There is an approach that allows the manager to both make the best decision, and deliver that decision in the best way possible, but it requires a little thoughtful planning. When an issue arises, instead of coming to an immediate conclusion, especially when it involves an emotional issue for an agent or employee, the manager should respect the importance of the decision by using the following statement:
“I can appreciate how you feel. This issue is obviously very important to you. Give me a chance to give it some real thought. I will think about it overnight, and then let’s get together tomorrow to discuss it further.”
Although the concerned party may want an immediate answer, they will still appreciate the fact that the manager is willing to give it serious thought. The above approach also gives the manager time make a decision and figure out the best way to deliver the decision. It can also give the manager time to discuss the issue with other people before making a final decision.
Note: This strategy should also be used by non-managers faced with any highly emotional or important issue that requires them to make a difficult decision.