Your team member's attitude is causing client complaints. How can you address this without demotivating them?

Use constructive feedback techniques like the SBI model (Situation, Behavior, Impact). For example: "In our last client meeting (Situation), I noticed you were short in your responses (Behavior), which frustrated the client (Impact)." Focus on the behavior, not the person, and highlight their strengths to prevent demotivation. Next, ask for their perspective, showing empathy, and help them identify areas for improvement. Offer support through coaching or training, framing the conversation as an opportunity for growth, not criticism.

Address the issue by giving constructive feedback in a private setting, focusing on specific behaviors rather than personal traits. Highlight the impact on client relationships and frame the conversation around professional growth and improvement. Offer support and actionable steps for change while acknowledging their strengths to keep them motivated.

Explaining the impact of such behavior on client relationship, team, organization and most importantly the member himself is critical. A few other pointers - Understand the issue: if there is concern from the member or something that is bothering them and resulting in attitude issue - Training: Client communication process, protocols training can certainly give a good insight and help to improve the member's attitude - Support: Just being with the member through out this process can give them confidence and help improve their communication and overall attitude change. this may include mentoring, establishing communication channels

Bringing this to the team members attention promptly is ideal. Make sure that you are doing this in a private setting. I recommend using examples when providing the feedback, that way the employee can understand their actions are impact business with clients. Make sure that you are approaching the discussion with assertiveness, but also let the employee know you want them to use this feedback to grow and do better and it shouldn't be seen as a negative, just an opportunity to improve.

Before meeting, collect specific instances of the complaints and how their attitude impacted client interactions. This helps you present a clear picture.Begin the conversation by highlighting their strengths and contributions to the team. This helps to build rapport and shows that you value them.Clearly explain the concerns without being confrontational. Use “I” statements to express how their behavior affects the team and clients. For example, “I’ve noticed some client feedback regarding interactions that suggest they felt dismissed.”Ask for their thoughts on how they can improve their interactions with clients. This encourages ownership of the issue and shows that you believe in their ability to change.