Section 3.13: Communication Best Practices

Handling a Problem at Work

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The following table provides information about what to do and not do when dealing with problems at work. Remember that some internationally trained employees may take a slightly different approach to handling problems because of their cultural training. Some examples of problems at work might be:

• Personality conflicts between co-workers
• Dealing with difficult customers or clients
• Misunderstandings on the format to be used when writing reports
• Gender conflicts (e.g. a male resenting having to report to a female manager)

Do:	Do not:	Comments:
Provide training or strategies on how to handle difficult situations (e.g. irate customers). Often role playing will provide an opportunity for practicing the strategies. Provide training on how to participate in and run meetings; emphasize the roles of each person. Develop and inform employees of rules for interactions. Refer to the communication best practices earlier in this book. Promote the code of practice at all levels in the company. Develop a template for completing various types of reports, including incident or accident reports. Train employees on how to complete various reports and forms. Provide good examples to which an employee can refer (e.g. in an orientation binder or on the intranet). Encourage teamwork and compromise. Provide training and a workplace culture that promotes inclusiveness and respect for all. Contact a professional to help with cross-cultural sensitivity training, or resolution if a problem persists.	Expect an employee to deal with customers alone on the first day. Ask new employees to chair or organize a meeting. Show disrespect to a manager, co-worker or other person, or permit others to do so. Ignore a problem and hope that it will go away.	In some cultures, men may not be used to reporting to a female supervisor. Involve and introduce the manager to candidates during an interview, or discuss the composition of the team, e.g. "Our department is made up of three men and two women who report to Mrs. Jane Brown." Many bridging or training programs may help newcomers to realize that men and women are equals in the Canadian workplace. In some cultures, there are strict social rules related to how men and women can interact, even at work. For example, it might be uncomfortable for a female and male co-worker to work together in a room without others present. If travel is a job requirement, make sure to mention this in the job posting or during the interview to avoid problems later.

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