Frustration is of course the natural response — and one we all can identify with. Especially if the mistake hurts an important project or reflects badly upon us.

The traditional approach is to reprimand the employee in some way. The hope is that some form of punishment will be beneficial: it will teach the employee a lesson. However, some managers choose a different response when confronted by an underperforming employee: compassion and curiosity. Not that a part of them isn’t frustrated or exasperated but they are able to suspend judgment and may even be able to use the moment to do a bit of coaching.

What does research say is best? The more compassionate response will get you more powerful results. The more employees look up to their leaders and are moved by their compassion or kindness, the more loyal they become to them. Conversely, responding with anger or frustration erodes loyalty. (Harvard Business Review)

There is probably something in your personal experience that confirms this. I know there were plenty of instances in mine.

 

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From the September 2020 issue of my newsletter. “On management and strategy” is a free, monthly newsletter in which I share my own writing as well as links to articles and research on management, leadership, and strategy. It’s easy to subscribe… and unsubscribe.