Dealing with a team member who challenges authority. Are you prepared to rebuild trust within your team?

Stay Calm: Approach the situation with composure, avoiding defensiveness, and keeping communication professional. Listen Actively: Engage with the team member to understand their concerns and perspective, showing that their input is valued. Clarify Expectations: Reiterate roles and responsibilities, ensuring everyone understands their contributions to the team dynamic. Foster Open Dialogue: Create a safe space for team members to express concerns or feedback, encouraging constructive discussions. Model Trustworthiness: Demonstrate reliability and integrity in your actions, reinforcing your commitment to the team's success.

Understand the root cause – People challenge authority for various reasons, like feeling unheard or disagreeing with team direction. I prioritize understanding their perspective before taking action.

Muy difícil reconstruir si no hay una base previa. El n mi caso, el Equipo que me ha dado apoyo ya que entienden la Empresa como un conjunto de personas. Estoy muy orgullosa de ellos! Muy importante: - no ceder - el Equipo ve como los actos de dicha persona les afectan y si no les explicamos. - el Equipo defiende su imagen, pidiendo que se despida a las personas que no dan el nivel o les causan problemas. Parece extra?o, pero en mi caso ha sido repetitivo, y en todas he coincidido con mi Equipo. Pautas básicas pero difícil sensibilización de las personas hacia la empresa como conjunto. Reconocimientos, quizá retribuciones por nuevos logros, apoyo de Gerencia... un sin fin. Pero un Equipo firme y entregado es fundamental para los objetivos.

I think it's important to acknowledge that the perception we have around authority is different culturally, but also individually. This is why I tend to recommend spending time understanding team member's cultural and behavioural preferences when working together, so you can have such conversations openly early on and they won't lead to further issues or even conflicts. Using Global DISC for this and to navigate such conversations can be a very powerful tool.

Understanding is key here. This requires open communication. Are they feeling unheard or undervalued? Is there a misalignment in expectations? Perhaps they have valid concerns about current processes. As an ER doctor during COVID-19, we faced similar challenges. By creating a safe space for dialogue, we discovered team members were concerned about rapidly changing protocols. Understanding their perspective helped us address issues and rebuild trust. To understand why: 1-Schedule one-on-one meetings 2-Practice active listening 3-Ask open-ended questions 4-Avoid defensiveness 5- Seek behavior patterns By focusing on understanding, you lay the groundwork for addressing the underlying issues and fostering a more cohesive team environment.

After understanding the reasons behind the challenge to authority, establishing a constructive dialogue is essential. Create a safe environment where open communication can flourish. Schedule a private meeting with the team member, ensuring you have ample time for discussion. Acknowledge their concerns and use "I" statements to express your thoughts without placing blame. For example, say, "I've noticed some tension recently, and I'd like us to work together to address it." Encourage them to share their views freely and practice active listening. Ask clarifying questions to fully grasp their position. Focus on finding common ground and solutions, fostering mutual respect and paving the way for rebuilding trust within the team.

Engage in open dialogue – I create a space for conversation, where the team member can voice their concerns. Active listening and empathy go a long way in uncovering underlying issues.

Leaders must be able to "talk with" employees and not "at" them. In this way, the employees will feel more comfortable in sharing their thoughts to you, without holding back; they won't fear retribution if it's been displayed to them, before, that you're actually able to listen to "hear" them and "understand" them instead of listening to respond. It's all in how Leaders present themselves, which goes back to the place of humility. It's clear to employees WHO the boss is but what can be unclear is whether or not their "Boss" understands and appreciates their roles. Communicating in a manner that breeds safety builds their confidence in your abilities to lead.

Clear role definitions help establish accountability and expectations, reducing ambiguity that can lead to conflict. Start by reviewing each team member's responsibilities and ensuring they align with their strengths and expertise. Communicate these roles transparently to the entire team, emphasizing how each person's contribution supports overall goals. This clarity fosters a sense of ownership and belonging, making it easier for team members to respect each other's positions. Encourage collaboration by highlighting how different roles complement one another. By reinforcing roles, you create a more cohesive team dynamic, which can help mitigate challenges to authority and rebuild trust.

Reinforce rules – It’s important to respectfully remind the team member of established guidelines and the reasons behind them, ensuring everyone stays aligned with team goals.

Yes, clarifying roles is important. Given that, there's almost always an underlying reason a subordinate is choosing to be insubordinate. Getting to the root cause may be difficult; you may need to include HR. After you've done what you can do as a Leader to express humility and equality while leading, there's no more that you can do besides involve HR. Inviting HR as a neutral party when communicating may do some good. Some employees are unhappy for reasons outside of your control, reasons that have nothing to do with your leadership quality. Once conversations are had and there seems to be no resolve, the employee may need more training, more direction, more one-on-one time with you, more engagement with you to go over their job duties.

Building trust is pivotal. Employees are more trusting if their Leader is transparent and doesn't avoid difficult conversations. Leaders must be able to take constructive criticism from their subordinates and actually "change" or "adapt" for the sake of the Team. Showing imperfections, your weaknesses and how you work to make them strengths - it's the display of "leading by example" that entices your Team to take-note and follow-suit. If they don't feel you're trustworthy, they won't be willing to even try to follow you past doing what's required, if that, as opposed to going above and beyond and wanting to impress you and work with you, for the betterment of the business.

Trust lays the foundation for open communication and collaboration. Start by being transparent about your intentions and decisions. Share the rationale behind your choices to help team members understand your perspective. Encourage team members to express their thoughts and concerns without fear of retribution. Acknowledge their feelings and validate their experiences, creating an environment where everyone feels valued. Follow through on commitments and be consistent in your actions. Trust is built over time, so be patient and demonstrate reliability. By fostering a culture of trust, you create a more cohesive team that can navigate authority challenges effectively

Build trust – By showing empathy and consistency in decision-making, I work to rebuild trust and create an environment where both respect and open communication thrive.

Provide support – Challenging authority can sometimes stem from frustration or a lack of resources. I take the time to provide the team member with the tools, training, or mentorship they need to overcome obstacles. Offering individualized support shows that I am invested in their success and well-being, which can alleviate tension and foster a more collaborative attitude.

While working at ER during the COVID-19 pandemic, we had a nurse who frequently questioned new protocols. Instead of dismissing her concerns, I recognized her need for support. I scheduled regular one-on-one meetings to discuss her worries and provide context for the rapidly changing guidelines. Additionally, I encouraged her to participate in daily briefings, valuing her input and experience. This approach not only addressed her concerns but also improved overall team communication. By providing targeted support, we transformed a challenging situation into an opportunity for growth, ultimately strengthening our team's resilience and effectiveness in handling the crisis