導讀我們的宗旨：傳播質量思想，促進質量提升。每天投資10分鐘，與您一起締造高品質的生活！01“秦姐，秦姐，趕快去包裝物料區看一下，發生大事情了。”小梁慌慌張張地....

我們的宗旨：傳播質量思想，促進質量提升。每天投資10分鐘，與您一起締造高品質的生活！

01

“秦姐，秦姐，趕快去包裝物料區看一下，發生大事情了。”小梁慌慌張張地進來檢驗室找秦碧妍，而此刻，她午休都還沒緩過神，就被小梁帶到門口了。

秦碧妍睡眼惺忪地趕到現場，看到包裝部的馬經理表情嚴肅，怒氣沖天地正在跟她檢驗室的員工小廖在爭論，雙方爭得面紅耳赤的。根據包裝部馬經理的描述，原來是小廖中午午休時間跑到包裝部的物料區拿了他們的打包材料打地鋪睡午覺，正好被馬經理碰見，說了他兩句；這個小廖呢，以為這件事情是包裝部的人在針對他，于是就跟馬經理杠起來了。

02

在爭執過程中，興許小廖是被徹底惹怒了，情緒失控甩手撂挑子，辭職不干了，徑直往公司大門口方向頭也不回地走了。

當時，碧妍呢，也是懵呆了，職場十多年也沒見過這陣仗啊，想勸自己的員工吧，確實理虧，內部雖然也強調和宣導過不可以跨越到其他職能區域做與工作無關的事情，更別說在不打招呼的情況下拿人家的包裝物料了。小廖不僅觸犯了內部規定，還公然頂撞了包裝部的馬經理。

03

馬經理這會可得理不饒人了，逮著秦碧妍說檢驗科要對這個事情給他一個交待。而碧妍不知道是受了現場情緒的影響還是腦筋突然短路了，脫口就回了馬經理一句:“我們內部已針對這個事情開會宣導過了，員工在非工作時間跑到你們的區域午休，這屬于員工個人行為，他得對自己的行為負責，況且我們沒有偏袒或包庇員工的錯誤的行為，剛才你也聽到了，他說辭職不干了，人都走了，還有什么要交待的？”

秦碧妍說的這句話，在職場上顯然是顯得太稚嫩了，估計她自己說出去以后，也會覺得有些過于草率吧。她的屬下員工因觸犯規定和馬經理爭執的問題并沒有在她這個層面得到有效的解決，反而還可能會惹得馬經理把問題升級，去找她的唐經理，甚至曾總要說法。

其實碧妍稍微理智一點，把雙方爭執的場面先冷靜控制下來，讓小廖先回到工作崗位上，告訴馬經理回頭給他處理結果，相信雙方就不會再僵持下去了。

04

如果用管理者的角度去看待和分析這個問題，碧妍應該先從內部制度上完善這些規定，形成培訓教材并全員培訓宣導，讓員工清楚地知道哪些行為可為，哪些行為不可為，違規將帶來什么樣的后果等…預防類似情況再次發生。

而馬經理呢，吃虧在不應該跨職能去跟一個基層員工去理論和爭執，因為員工的素質參差不齊，碰到二桿子員工他才不會管你是什么級別的領導，說不定把他惹怒了不要說頂撞得讓領導下不了臺，分分鐘還可能會動手呢。

05

馬經理理智的做法應該是，將看到的這些情況反饋給檢驗科的負責人秦碧妍，由她內部對其犯錯的員工進行批評教育，提供給他后續如何避免員工再犯錯的方案即可，這樣既省力又不丟面子，豈不兩全其美。

質量就在我們的身邊，古語說得好，事物相對立而存在，相沖突而發展。吵架是一場智力與體力的PK，吃一塹長一智，不斷反省復盤才有提升。機智的人不僅善于以局外人的身份巧妙地化解他人的爭吵，而且更善于打破在與人交往時因發生矛盾而出現的僵局，最主要的是“是否有顆同理心”。

往期精彩回顧

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520，你知道嗎？

一只倔強的蜜蜂

土辦法除蚊

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, its 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 weve done nothing wrong by favoring or shielding our staff. You heard him just now. He said hes quitting, so I cant 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 dont 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".

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