Supervision in the Hospitality Industry- AHLEI Practice Test

If an employee becomes defensive and argumentative during a disciplinary session, what should the supervisor do?

1. Interrupt, and say, "The facts speak for themselves. I didn't call you in here to argue with you about it!"

2. Listen until the employee has finished, and then say, "Please don't talk to me in that tone of voice."

3. Listen until the employee has finished, and then say, "I can understand that you are upset and angry."

4. Tactfully interrupt, and say, "Please don't make this problem worse by having such a poor attitude."

The correct answer is: Listen until the employee has finished, and then say, "I can understand that you are upset and angry."

The most effective approach in this scenario is to listen until the employee has finished expressing their feelings and then acknowledge their emotional state by stating, "I can understand that you are upset and angry." This response demonstrates empathy and helps to create a more constructive dialogue. By recognizing the employee's feelings, the supervisor can diffuse tension and redirect the conversation towards resolution. Listening actively allows the supervisor to gain insight into the employee's perspective, which can help in resolving the underlying issues. Validating feelings is a crucial skill in conflict resolution; it establishes a connection and shows that the supervisor values the employee's emotions, promoting a more trusting environment. This approach is also in line with good supervisory practices, as it reinforces communication and understanding, crucial components in managing a team effectively. The other options do not effectively address the employee's defensiveness or work towards a constructive resolution. Encouraging a more open conversation can lead to better outcomes in disciplinary situations.