Brand Promises, Team Agreements and Difficult Behaviour with Nina Kovner
Every salon owner has dealt with a difficult team member who is brilliant one week and impossible the next, leaving the whole team tiptoeing around them. Most owners have no idea whether to show compassion or hold the line, especially when a health issue might be part of the picture. This week, I talk to leadership coach Nina Kovner about handling it without making it personal.
Nina breaks down the difference between compassion and excusing bad behaviour, and shares the three-step process to decide when and how to step in. You will come away with language you can use in the moment, a clearer sense of where your responsibility as a leader starts, and a plan for protecting your whole team’s culture.
IN THIS EPISODE YOU’LL LEARN:
- Why most difficult team behaviour comes down to unclear brand promises and agreements, not personality
- How to separate the behaviour from the person so conversations stay objective
- The pause, process, proceed method for deciding when and how to address an issue
- Where the line sits between showing compassion and excusing harmful behaviour
- How to build psychological safety so your team will actually tell you what’s going on
- Why letting one person’s behaviour slide damages trust with the whole team
TIMESTAMPS
[00:00] Introduction
[01:24] Antony’s story about a stylist struggling with PMDD and her team
[04:33] Where salon owners go wrong when behaviour becomes a problem
[06:17] Separating a team member’s behaviour from who they are
[07:33] Holding high standards while still genuinely caring about people
[14:17] Why health issues do not excuse harmful behaviour at work
[16:41] The difference between showing empathy and making assumptions
[18:09] Building psychological safety so your team feels safe to speak up
[25:21] Deciding whether to deal with behaviour now or later
[25:52] A simple three-step method for handling difficult conversations
[28:42] Why letting one person’s behaviour slide is unfair to everyone else
[37:19] Advice for salon owners nervous about discussing women’s health issues
[42:14] Nina’s rules for leading through emotionally difficult situations
Want MORE to help you GROW?
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RATINGS + REVIEWS
🙏 Thanks so much for joining me this week.
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Until next time!
Antony
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