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. Author manuscript; available in PMC: 2011 Jan 1.
Published in final edited form as: Bus Horiz. 2010;53(2):139. doi: 10.1016/j.bushor.2009.10.006

Table 1.

Examples of empathetic responses to the problem employee*

  • “I’m sure you don’t realize this, but…”

  • “You are very important to this organization.”

  • “I could be wrong here.”

  • “May I explain what I’m seeing and get your point of view?”

  • “Right now, the way you do X would be considered risky or a departure from the standard of care.” (focus on safety, not competence)

  • “I value our friendship/relationship, and I want us to be honest with one another.”

  • “My understanding is X. Is that yours?”

  • “What do you think can be done about this?”

  • “When I bring up a concern, I see you tense up. Sometimes you cut me off or jump in with a disagreement. I think you stop listening and begin defending. You may not realize how you’re coming across, but that’s how it appears to me and others. Do you realize you’re doing that?”