马经理啥时候学会跳舞了（马经理戴了哪顶帽子）

我们的宗旨：传播质量思想，促进质量提升。每天投资10分钟，与您一起缔造高品质的生活！

01

“秦姐，秦姐，赶快去包装物料区看一下，发生大事情了。”小梁慌慌张张地进来检验室找秦碧妍，而此刻，她午休都还没缓过神，就被小梁带到门口了。

秦碧妍睡眼惺忪地赶到现场，看到包装部的马经理表情严肃，怒气冲天地正在跟她检验室的员工小廖在争论，双方争得面红耳赤的。根据包装部马经理的描述，原来是小廖中午午休时间跑到包装部的物料区拿了他们的打包材料打地铺睡午觉，正好被马经理碰见，说了他两句；这个小廖呢，以为这件事情是包装部的人在针对他，于是就跟马经理杠起来了。

02

在争执过程中，兴许小廖是被彻底惹怒了，情绪失控甩手撂挑子，辞职不干了，径直往公司大门口方向头也不回地走了。

当时，碧妍呢，也是懵呆了，职场十多年也没见过这阵仗啊，想劝自己的员工吧，确实理亏，内部虽然也强调和宣导过不可以跨越到其他职能区域做与工作无关的事情，更别说在不打招呼的情况下拿人家的包装物料了。小廖不仅触犯了内部规定，还公然顶撞了包装部的马经理。

03

马经理这会可得理不饶人了，逮着秦碧妍说检验科要对这个事情给他一个交待。而碧妍不知道是受了现场情绪的影响还是脑筋突然短路了，脱口就回了马经理一句:“我们内部已针对这个事情开会宣导过了，员工在非工作时间跑到你们的区域午休，这属于员工个人行为，他得对自己的行为负责，况且我们没有偏袒或包庇员工的错误的行为，刚才你也听到了，他说辞职不干了，人都走了，还有什么要交待的？”

秦碧妍说的这句话，在职场上显然是显得太稚嫩了，估计她自己说出去以后，也会觉得有些过于草率吧。她的属下员工因触犯规定和马经理争执的问题并没有在她这个层面得到有效的解决，反而还可能会惹得马经理把问题升级，去找她的唐经理，甚至曾总要说法。

其实碧妍稍微理智一点，把双方争执的场面先冷静控制下来，让小廖先回到工作岗位上，告诉马经理回头给他处理结果，相信双方就不会再僵持下去了。

04

如果用管理者的角度去看待和分析这个问题，碧妍应该先从内部制度上完善这些规定，形成培训教材并全员培训宣导，让员工清楚地知道哪些行为可为，哪些行为不可为，违规将带来什么样的后果等…预防类似情况再次发生。

而马经理呢，吃亏在不应该跨职能去跟一个基层员工去理论和争执，因为员工的素质参差不齐，碰到二杆子员工他才不会管你是什么级别的领导，说不定把他惹怒了不要说顶撞得让领导下不了台，分分钟还可能会动手呢。

05

马经理理智的做法应该是，将看到的这些情况反馈给检验科的负责人秦碧妍，由她内部对其犯错的员工进行批评教育，提供给他后续如何避免员工再犯错的方案即可，这样既省力又不丢面子，岂不两全其美。

质量就在我们的身边，古语说得好，事物相对立而存在，相冲突而发展。吵架是一场智力与体力的PK，吃一堑长一智，不断反省复盘才有提升。机智的人不仅善于以局外人的身份巧妙地化解他人的争吵，而且更善于打破在与人交往时因发生矛盾而出现的僵局，最主要的是“是否有颗同理心”。

往期精彩回顾

六顶思考帽-社会人的六脉神剑

农夫与火车的故事

金字塔大石头也这么抬吗？

房子成本

520，你知道吗？

一只倔强的蜜蜂

土办法除蚊

English Version

"Miss Qin, pls hurry up to the packing materials section to have a look, for something big happened. "Liang flurried to come in the examination room to look for Qin Biyan, and at the moment, her nap has not slow god, but was taken to the door.

Qin Biyan sleepily arrived at the scene, to see the packaging department of the Ma manager take on serious expression. He was arguing furiously with her subordinate Liao, and the two sides were arguing until their faces were red. According to the description of the manager of the packaging department, it turned out that Xiao Liao went to the material area of the packaging department to take some material away for a nap at noon. He was just met by the manager and was scolded. Xiao Liao thought that this matter is mainly because the packaging department track on him, so he argued with the manager.

In the course of the argument, Xiao Liao may have been completely irritated. He lost his temper and wanted to quit. He walked straight to the company gate and never looked back.

At that time, Biyan was also confused. More than 10 years in the workplace, she had never seen such a battle. If she persuade her employees, it's really not reasonable. Although they internally stressed and publicized that they should not cross over to other functional areas to do things unrelated to work, let alone take the packaging materials of others without communication. Xiao Liao not only violated the internal provisions, but also publicly contradicted the pack department manager.

Ma manager is very strong, and he showed that Qin Biyan must give him a confession. "We have had an internal meeting about this, " she blurted out. “If an employee takes a lunch break in your area after working hours, it is an individual act of the employee and he or she shall be responsible for his or her actions. And we've done nothing wrong by favoring or shielding our staff. You heard him just now. He said he's quitting, so I can't say anything else”

Qin Biyan this sentence in the workplace is apparently too immature. After calming down, she might think she was a little hasty. The problem that her subordinates dispute with Manager Ma because of the violation of regulations has not been effectively solved at her level, but may provoke Manager Ma to escalate the problem and go to her boss.

In fact, if Bi Yan was a bit more rational to calm down the two sides first, let Liao back to work, and told the manager the improveresults, I believe that the two sides will not be deadlocked.

If we view and analyze this problem from the perspective of managers, Biyan should first improve these regulations from the internal system, form training materials and training publicity for all staff, so that employees can clearly know what behaviors can be done and what behaviors can not be done, and what consequences will be caused by violations. . . To prevent similar situations from happening again.

Ma should not argue with a cross-functional basic-level employee, because the Quality of the employee is uneven. Some employees don't care what level of leader you are. Some people if is enraged, they may even fight others.

The rational thing for Manager Ma should have been to feed back what he saw to Qin Biyan, the head of the inspection department, and then she would criticize and educate the employee who made the mistake. Providing her with the plan to prevent the employees from making mistakes again saves effort and does not lose his face, perfect!

Quality is all around us. As the old saying goes, things exist in opposition and develop in conflict. A quarrel is a intellectual and physical PK. A fall into the pit, a gain in your wit. Continuous reflection is the only way to improve. Wise people are not only good at defusing others' arguments as outsiders, but also better at breaking the deadlock caused by conflicts in communication. The most important thing is "whether or not they have empathy".

********************************

Our mission is to disseminate quality ideas and promote quality improvement. Invest 10 minutes every day , and we strive to build high quality life with you.