Ask the expert: Dealing with the race issue

Dr MARIE WILSON is associate professor of management at the University of Auckland, research director of the ICEHOUSE business accelerator and a veteran of 20 years in corporate management and small business.

I am a divisional general manager in a large firm, with 30 staff reporting directly to me.

My staff are a varied and diverse bunch from a wide range of cultures and backgrounds, which makes the department interesting and vibrant.

One is a black South African immigrant who is presenting me with a difficult problem.

On the occasions when I have had to talk to him about the quality of his work, which is generally adequate, but sometimes falls below standard, he has accused me of racism.

I have tried to rationally and calmly go through the issues, pointing out that race has absolutely nothing to do with work performance, but he has made it obvious he thinks this is behind my criticism.

It is normal to identify external causes as the reason for performance problems, such as the biases of the person assessing performance.

Our perceptions and understandings are often based on our earlier experiences and the comparisons we make in our existing workplace.

Make sure that everyone in your diverse group receives the same amount of feedback, and that you are not seen as singling this person out for extra attention.

When you approach anyone to discuss performance, start by talking about your reasons for speaking with them. Perhaps it is to plan for their development, maybe to solve problems in a particular area, but state it clearly. Often this diffuses the tension that emerges as people assume that you are trying to get rid of them.

After you have introduced your reasoning, review your targets/standards and the performance against them.

This will go even more smoothly if the person knows in advance that you'll be discussing their work, and has a chance to think over how they've been doing. If there is still an issue, you may need to ask for mediation.

I am the office gossip and I have just messed up big-time with my boss. She asked me to do her a favour. She didn't mention it was confidential (though I should have realised that) and by now she probably knows I have messed up.

I know I need to go and see her about it, but am worried that I have completely lost her trust.

Are there ways I can make the best of this?

First, if you've told one person, contact them and admit your error, asking them to keep the confidence. Then go to your boss, and discuss your lapse of judgment, and work out a plan of action from there.

As you've introduced yourself as the office gossip, however, chances are you've already told more than one person, so your route is straight to the boss' office for damage control.

You will lose her trust, of course, and while quickly lost it will take a long time to rebuild with a series of good judgments and confidences kept. You may also wish to reflect on why you gossip. Remember that gossip can hurt others, and lead to discipline and losing your job.

* Email your questions for Dr Marie Wilson to answer.