Every organization has employees that are nasty and impossible to deal with. They always create problems for other employees and refuse to follow the policies of the company. Treating them with kid gloves leaves a bad precedent. Hence, in order to protect the morale of the employees and to maintain professionalism at the workplace, it is important to deal with such employees with as much strictness as possible. You can put your English speaking skills to use by being firm and confident.

Things to remember while dealing with nasty employee

1. Be to the point

Nasty employees need to be reminded who is the boss. Be firm and ask them directly what is bothering them. Don’t let their screaming intimidate you. Be calm and look them in the eye and ask, “What is your problem?” They will get scared and calm down a bit. Being straight to the point is very important with no eloquent words.

2. Warn them

Warn the misbehaving employee that if they don’t change their behavior, things can get worse for them. Even then if they don’t listen, follow them up with concrete actions. The actions can include suspension and termination. It is better to get rid of such employees rather than facing a downhill morale in the workforce. After all, team work is very important in any kind of organization.

Sample Conversation with a nasty employee:

Situation: Rajeev, an employee in your development team, is causing problems due to erratic behavior. You call him to your office.

Rajeev: Sir, you called me?

You: Yes, please come in.

Rajeev: Okay, what is the matter?

You: I have been observing your actions for some months. They are getting worse by the day and I am beginning to get worried.

Rajeev:  What does the company have to do with my behavior? I am a top performing employee.

You: Be that as it may, your behavior is reaching intolerable levels. We will be forced to take some action to stop it.

Rajeev: What problems are you talking about?

You: Since the past month you are arriving late, are not focusing on your job. Worst of all, you are inciting other employees to shirk work and are accused of spreading gossip around the office.

Rajeev: So I spend time talking to my friends, what’s the big deal? And I am an extrovert.

You: Rajeev, your attitude is not helping you here. I am asking you to change it before it’s too late.

Rajeev: What can the company do? You cannot do anything.

You: Of course we can. We can suspend you and even terminate you if your behavior does not improve.

Rajeev: Really?

You: Yes, really. If you don’t believe us, read your appointment letter which clearly says that if an employee misbehaves, he is liable for termination.

Rajeev: I can’t believe you are saying this to a performing employee.

You: This organization gives great importance to team work and if an employee threatens it, we have no qualms about dismissing him. So better change your ways before it’s too late.

The above sample conversation will show you how best to deal with problem employees. Be strong in your English speaking skills with the help of an online English guide and you will face no further problems.

About eAgeTutor:

eAgeTutor.com is a premier online English learning institute. eAge's world class faculty and ace communication experts, from around the globe, help you to improve in an all-round manner. Assignments and tasks based on a well-researched content developed by subject matter and industry experts can certainly fetch the most desired results for improving spoken English skills. In this age of effective and advance communication technology, online spoken English programs are the most effective and convenient way to learn English.

For further information on our online English speaking courses or to experience the wonders of the virtual classroom, fix a demonstration session with our tutor.

- By Monika Agarwal

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2. 5 Negotiation tips and tricks.

3. How to motivate a disinterested customer to buy?

4. 10 Mistakes to avoid as a retail sales representative.

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In this technologically sound and ever- evolving world where web chat, emails and instant messaging is a growing trend, telephone service does seem like a bygone era. However, that isn’t the case… Irrespective of the channels you have for your customer to reach you, most of them still wish to speak over the telephone and to have a live and efficient conversation. This raises the bar a few notches higher for the agents; whether attending office calls, sales calls or even customer support calls. You as an agent have to make sure that the calls you attend/make sound friendly, professional, as well as productive.

Basics to follow when on a call:

1. Clarity: Speaking to an individual in person is very different from speaking to a caller over the phone. The difference? He/she can’t see you and can only hear you. Hence, it is crucial for you to speak with clarity, slow in pace yet in a cheerful and professional voice. 

For instance: “Good morning Mrs. Green, How - may - I – help – you?”

2. Tone the tone: As a person, you might be a loud talker, however, when receiving/ making calls, pay heed to the tone you use. Keep it subtle yet loud enough to be heard. Always be attentive and try to keep your tendencies of being loud at bay.

3. Language barrier: It is vital for you to understand that when on a call, you are the face of the company. Therefore, the language you use is critical per call. Speak in simple English yet keeping your English communication skills at its ace best! Avoid using poor language, slang or even swear words for that matter.

For instance: “That’s great Mr. Dan. We hope you like the services extended to you!”

4. The name game: Ask the caller for his/her name, if you’re unaware about it. It is always good to address the caller by his/ her name and title.

For instance: Good morning Mr. Brown or Good morning Mrs. Fernandes.

5. Listen: Listening is a difficult task in general. Nevertheless, it is extremely crucial for you to listen to the caller and find out his/ her problem. Also, make sure to repeat the information you’ve gathered from the call. This is a verification technique that ensures the message you’ve obtained is accurate.

For instance: “Happy to help Mr. Pinto! Could you please describe the problem to me?”

6. Patience pays off: Many a times you come across callers that are agitated and loud. Listen to all they have to say before referring them to the appropriate person or solution. Hence, it is always important to sound happy on a call as that exudes positivity and gradually calms the caller down as well.

7. Ethics: There are times you might need to place the caller on hold, either to confirm something with your team leader or to get the caller to the concerned person. Try to keep the process smooth; ask the caller if you may place him/her on hold for a few seconds and then go ahead with the same. Also, make sure to keep the wait period as short as you can.  

For instance: “Mrs. Sequeira, could you please hold on for a few moments while I transfer your call to my manager. He is the right person to solve your issue right away.”

8. Focus point: It is important for you to lay your concentration on the customer rather than attempting to multi- task, not giving your 100% anywhere.

Whether you’re an agent in the sales or customer service department, it is important for you to take your job seriously and handle every task professionally. You could also spend some time polishing and learning English online through the handful of English learning courses made available. Doing so will help you develop and improve your spoken English communication skills making attending/making calls a cake walk.

About eAgeTutor:

 eAgeTutor.com is a premier online English learning institute. eAge's world class faculty and ace communication experts, from around the globe, help you to improve in an all-round manner. Assignments and tasks based well-researched content developed by subject matter and industry experts can certainly fetch the most desired results for improving spoken English skills. In this age of effective and advance communication technology, online spoken English programs are the most effective and convenient way to learn English.

For further information on our online English learning institute or to experience the wonders of the virtual classroom, fix a demonstration session with our tutor.

- By Monika Agarwal

Related Topics:

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2. How to participate in a Group Discussion?
3. The art of handling unhappy customers on a call.
4. How to take care of inbound calls?
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When a customer enters your hotel, his experience starts from the moment he faces the front desk. If the front desk executives are cheerful and bright, the same will reflect on the customer’s stay at your hotel. If it’s the opposite, the customer will feel disappointed and will regret taking a room in your hotel. Greet and part with your guests in polite English language so that they take pleasant memories of their hotel experience. Read on to find the appropriate ways to welcome and see off your guests at your hotel.

A. Check -In

Welcoming your guests is the most important part of check-ins. The manner in which you welcome your guests will decide the tone and pleasantness of his stay. If you greet your guests properly, they will be confident that their stay and interaction with the hotel staff will be pleasant and without hassles. You should always be polite and treat the customers with respect, no matter what race or gender they are. Even if the guests act grumpy and rude, try to charm him with your pleasant interaction. It is always preferable to adopt a formal English conversation rather than informal as some customers may not like an informal tone. Below are some examples of how you can greet guests at the time of check-ins.

Example:

1. “Good Morning Sir/Madam.”

2. “Good Morning and Welcome to Grand Hyatt”.

3. “Good Afternoon/Evening Sir/Madam.”

4. “How are you this morning/afternoon/evening/today?”

5. “Hello Sir/Madam, What can I do for you today?”

6. “Welcome Sir/Madam, How may I help you today?”

7. “Kindly call the front desk if you need anything.”

8. “Just a moment, I will hand you your keys.”

9. “You can enjoy our complimentary breakfast between 8.00 am to 11.00 am.”

10. “Your room is on the second floor, third to the right.”

B. Checkout

Checkout is the time when you can ensure that customers leave your premises with a peace of mind and carries pleasant memories with them. Make sure the bills are arranged and there is no unnecessary charge. Return the customer’s possessions in a proper manner and have appropriate facilities to clear his dues. Avoid making customers stand in line and process procedures faster. This is the time to take feedback on how the guests stay was. Whatever feedback they give, make a point of noting it for future improvements. In the end, see off the customers with a heartfelt thanks and good bye. Below are sample checkout conversational dialogues.

Example:

1. “Hello Sir, Are you ready to check out?”

2. “How was your stay?”

3. “How did you find our hotel food and facilities?”

4. “Was everything according to your preference?”

5. “How would you like to settle your dues?”

6. “Were you satisfied with everything?”

7. “Enjoy the rest of the holidays”.

8. “Thank you for visiting Grand Hyatt, see you again.”

9. “Have a safe trip back home.”

10. “Hope you had a memorable stay with us”

The above samples demonstrate how to check in and check out your hotel guests. Use your fluent English speaking skills to make proper impressions. You can take the assistance of an online English tutor to forge long term alliances.

About eAgeTutor:

eAgeTutor.com is a premier online English learning institute. eAge's world class faculty and ace communication experts, from around the globe, help you to improve in an all-round manner. Assignments and tasks based well-researched content developed by subject matter and industry experts can certainly fetch the most desired results for improving spoken English skills. In this age of effective and advance communication technology, online spoken English programs are the most effective and convenient way to learn English.

For further information on our online English speaking courses or to experience the wonders of the virtual classroom, fix a demonstration session with our tutor.

- By Monika Agarwal

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As an HR executive, you should be aware that leadership and conflict go hand-in-hand. Therefore, often you’re thrown into a conflict between two employees and you are required to resolve it. At such times, don't avoid facing it, instead face it for the resolution- it’s your job! You have to understand that conflicts at a workplace are unavoidable.

What you need to do?

1. You need to understand that it’s you who has to tackle and come up with a sensible solution, which is the need of the hour.

2. You need to develop the ability to recognize the conflict, understand its nature and intensity.

3. Having done that, bring about a resolution to the conflict and take swift action to avoid any inconvenience at the workplace.

Here are a few guidelines on how to deal with a conflict at your workplace:

Address it directly:

Waste no more time, on having detected a conflict, catch hold of the two parties involved directly. Emphasize to the two employees involved that you wish to address the fight/ disagreement. Ask them to talk about the issue. While speaking to them, speak in simple English to avoid any further misunderstanding.

Listen to both sides:

Speak with either party to get to the root of the problem. Take into perspective both the point of views and focus on the point of agitation. In addition, along with the emotional aspect make sure to spell out the facts and discuss the event from a professional point of view that actually led up to the inflamed situation.

Call for a joint discussion:

Have both the parties walk into your cabin to discuss the issue and hear each other’s opinion about the same. At such times, you get an opportunity to let the people discuss the issue face to face and practically solve the issue.

A matured common ground:

The above step is bound to resolve the issue half way through, though you are required to push the conversation to a common ground of agreement. While doing so, make use of daily English yet keeping your English communication skills professional and up to the mark.

Confront negative feelings:

It is important for you to encourage the employees to confront all the negative feelings that came up during the argument. Not doing so will have them keep it in their heart, which eventually could result in an undesired outburst eventually.

Encourage compromise:

In an argument, both the parties would have said something they don't really mean. It is important for you to show this fact to them and ask them to compromise. A little compromise on both ends will take both a long way. 

Be positive:

Whenever resolving a conflict at work, make sure to be positive. It is important that you exude positivity to enforce the same on to the employees.

While tackling major issues like these, it is important for you to speak English professionally and in fluent English. This will set a good example for your employees and would enable them too to keep a tab on their language and work on their communication skills.

About eAgeTutor:

 eAgeTutor.com is a premier online English learning institute. eAge's world class faculty and ace communication experts, from around the globe, help you to improve in an all-round manner. Assignments and tasks based well-researched content developed by subject matter and industry experts can certainly fetch the most desired results for improving spoken English skills. In this age of effective and advance communication technology, online spoken English programs are the most effective and convenient way to learn English.

For further information on our online English learning institute or to experience the wonders of the virtual classroom, fix a demonstration session with our tutor.

- By Monika Agarwal

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2. 5 Negotiation tips and tricks.
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