Combative Employee Rubbing Patients the Wrong Way.
Hello. I have an employee that started working for me in 2019. She is hard working, dependable, and generally a good and caring person. There is a wide array of traits that make her a good teammate, except I am struggling with coaching her to be less argumentative with patients.
She hyperfocuses on who is 'right' in a situation. She tries to insist that the patient 'listen to her' and comes across as abrupt or bossy when a patient doesn't agree with something she is saying.
I have tried the gentle approach, and have had coaching sessions with her about appropriate phone etiquette.
I do not want to fire this employee. I believe that she genuinely does care about the patients and her coworkers and I have been in this business long enough to know that you can teach someone how to do a job but you cannot teach someone how to care about it.
Do you have any tips that I could use while creating a growth plan for her? I would love for her to learn how to share the better aspects of herself and her personality with the patients and to let go of having to be 'right'.
Thank you
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