When someone gets fired, news spreads like the plague. As a leader, it's your job to resolve fear and stay respectful. Learn what to say when someone on your team was fired and how to keep forward movement in the service of the customer.
- When someone gets fired everyone gets nervous.…And typically morale suffers and people are defensive…and afraid, even if they're not at risk.…So it's important to communicate.…In fact, the most important thing you can do…when you fire someone is to address it.…If it goes unaddressed those rumors will prevail…and you'll lose your team's trust.…Now notice I said address, not explain.…You can't share any details.…But there are a number of things you can address.…
First, be absolutely clear about the situation.…This is not the time for your corporate speak.…The person who was fired…is not moving in a different direction.…You're not making some changes.…Just be clear.…"Yesterday was John's last day with our company.…"We wish him the best in his future endeavors."…Then address the logistics.…When someone gets fired one of the most…pressing questions is who's going to do their job?…Have a plan of who will handle what…and address that with the individuals in private…before you speak to the whole team.…
And when you address the team as a whole…
- What is a culture of service?
- Cultivating an emotional connection to your customers
- Generating engagement by sharing your backstory
- Framing financials and objectives
- Unpacking your metrics
- How to use a culture of service in hiring and firing
- Reinforcing a culture of service in daily operations