You have suggested that Joan takes her problem to her family doctor or a Church minister.

Joan’s reaction is unexpected, she gets angry and starts shouting back at you in front of all of the team:

“You just don’t understand what I am going though, we haven’t got a regular doctor and I don’t go to Church, not that it’s any of your business”

How do you diffuse the situation?

Which of the steps listed below would you take? 

Open each one in turn and decide which to take in response to the problem above. Use the link in your chosen response to see the consequence of your action.

You have told Joan that you are the manager and that she must have more respect for this fact.

Click to choose this response

Say nothing and continue to listen.

Click to choose this response

Ask some of the team in your department who work with Joan if they know what her problem might be.

Click to choose this response