Here it was, her very first day as a line supervisor, and Mary Watkins was screaming – at her. So loudly that every head turned and all work stopped.
Imagine the thoughts that flashed through Carla's mind. Thoughts like If I tell her to shut up, she'll hate me ... If I back down, she'll think I'm a wimp ... and the worst one of all …
“I’m not really cut out for this job.”
And that’s when Carla remembered advice she’d read that very morning. Some newsletter her boss had handed her. Skimmed it while drinking coffee. Intervene fast, it said. When someone acts out, stop them cold. Take a moment to center yourself ... make sure not to express anger ... but don’t wait for a “better time.”
Carla took a deep breath and did what she had to do. Mary calmed down – turned out she’d arrived at work already on edge due to a home issue. That afternoon, Carla’s boss slipped her a thank-you with “Good job!” handwritten on the outside. Carla’s new career was off to a fast start.
And it wouldn’t have happened but for the tip from that newsletter. What the heck was that newsletter called, anyway?