Lesson 1, Topic 1
In Progress

2.4. Dealing with individual characters

ryanrori January 22, 2021

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The following guidelines should help you work effectively with some of the different types of characters, who may present you with problem behaviours.

Argumentative staff members

Team members may from time to time appear argumentative. When dealing with argumentative team members:

  • Control your own temper
  • Respond to the content of the member’s comments not the attack
  • Try to find merit in their comment, express your agreement and move on
  • Try to find out in a non-threatening way what is irritating the team member, in private at another time.

Dominant staff members

Dominant team members usually take over. They are often the first person to talk and rarely give other people a chance to express their opinion.  When dealing with dominant team members:

  • Interrupt with statements like “That’s an interesting point, what do the rest of you think about that?”
  • Give other team members a chance to influence the discussion with statements like “Great point, what can you add to that Gail?”
  • Seek the team’s opinion of the comments by asking questions like “Does anyone else have a different opinion?” or “I can see your point, can anyone else think of another possibility?” or “Great idea, Victor given your experience with this matter can you add anything to what Chris has just raised?”

Quiet staff members

Quiet team members are team members who rarely contribute and often appear apart from the group. When dealing with quiet team members:

  • Ask for, but do not force, the team member to give their opinion
  • Maintain eye contact with those who appear shy when you ask a question
  • Try to find out in a non-threatening way the reason why the team member is not contributing, in private at another time (i.e. do they feel that they have nothing to contribute?)
  • Give the team member an opportunity to succeed (i.e. utilising their knowledge, skills and experiences).

Effective communication with staff
Below find guidelines on communicating properly with staff daily:

  • Meet with your subordinates and colleagues on a daily basis.
  • Use these daily meetings to discuss any concerns that the staff may have regarding their work.
  • Discuss any potential problem areas, conflicts, obstacles etc.
  • Reinforce the idea that customer service is their primary responsibility and objective and that these objectives are most successfully achieved when working toward them as a team.
  • Disclose any new developments.
  • Ask questions and encourage questions from staff to ensure that they understand their responsibilities.