You Have Three Options
When a member of your team comes to you with a problem. Listen with empathy and for understanding. Then offer them 3 options.
- Ask them if they just needed to vent.
- Ask them if they want coaching or guidance on how to manage the situation themselves.
- Ask them if they expect you to take care of it for them.
If they pick option 1, be explicit that you consider the matter resolved by venting.
If they pick option 2, coach them and set a timeline to hear from them again (to check for resolution or if additional coaching is needed).
If they pick option 3, tell them that if you take care of it, the other person will know you had this conversation. Do not triangulate. Then, check to make sure option 3 is still the option your team member wants. Often the team member decides option 2 may be better to start.
