I have tried searching through all the podcasts / forum topics for a situation around when a manager needs to bring a small group together to curb the animosity and pave a way forward.
I am in a customer-facing / sales environment and I have a relatively new direct (4 months) who has caused friction within an existing team of 3 out of the 6 high performers. She has complained to other departments that she hates coming to work, wants to resign and no-one helps her. This is despite her having the most training and coaching than any other employee.
One-on-ones (with specific behavioural feedback, ie. when you put your hand in a customer's face and tell them to go away, the impact that has is that..., and when you keep interrupting your colleague, refusing to listen and then blaming others, what happens is that they...), and peer feedback have not worked. She often lies to other staff, blames others, or displays other defence mechanisms.
I am thinking of holding a group meeting (with some ground rules) where we can all sit down, draw a line in the sand with what has happened in the past and look at ways we can better serve our customers.
Would this be in line with MT recommendations?