Customer Experience News & Trends

3 phrases you should never use when you must fire someone

It’s bad enough having to fire someone. Say the wrong thing, and you might make matters worse or even land your contact center in court. Here’s what to avoid.

No words can make a firing easier on an employee. Some can make it worse. Business expert Jeff Haden suggests managers avoid these phrases.

  • “Look, this is really hard on me.” Termination is about the employee on the receiving end of it, not the manager. So don’t bring your emotions into it.
  • “We’ve decided we need to make a change.” You aren’t trading your draft choice to get Peyton Manning as a free agent. You’re firing a real person. So stick to the basics. It can be as simple as, “I have to let you go.”
  • “We’ll work out all the details later.” Cut the cord as quickly as possible. Be prepared to explain the decision and what steps need to be taken next.

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