Dealing with intimidating customers
Solution: If people have more knowledge that conflict and confrontation improve the situation, and not worsen it, the less likely it is for intimidating behaviour to get a chance to grow.
Some people will unfortunately tolerate intimidating behaviour, because they don’t want to lose their job.There are several techniques to confront effectively a person showing underperforming intimidating behaviour.In many articles on conflict handling it is mentioned that a manager should not choose sides. A manager and leader in general should always investigate the truth.In this case: talk to the upper manager and provide examples of the intimidating behaviour.Mention you need the space to perform your job in the best way by having the possibility to provide feedback freely and openly.He will not have a problem-solving mentality which will push customers away from your company when they have specific needs.
Solution: Personally I would not hire such employees, but it can happen to be in a environment where decision making is made by other staff management.
Which side of the truth comes closer and shows parallels to the company’s norms and values?
I agree that it is not recommended to choose a side before you have investigated both sides; a manager should be willing to hear both sides of the story.
You can make an effort if you have the time and money for it, but there are no guarantees you’ll get the desired outcome.
However, conflict and confrontation will always lead to a new way to improve the company’s state, provided they are done effectively and from a clear policy perspective.
Some people are not the right fit for the company, no matter how much you try.