Tool 12. REVERSING A RESIGNATION

About This Tool

Few organizations can escape the challenge of trying to retain their valued employees. This challenge will only intensify with the changing demographics in the country's working population, the changing skill requirements of today's knowledge industry, and the morale chill created by recent downsizings and business failures. The situation will be even worse for employees who have scarce skills, are top performers, or both. These folks are the first ones external recruiters come after.

Organizations have different ways of coping with this challenge. Some are very proactive and have clear processes in place where managers know what to do when approached by an employee who wants to resign. Others leave it up to each individual manager to develop their own approach. The problem with the latter is that many managers simply don't know how to deal with resignations. At best, they might know the administrative steps, and realize the need to be non-confrontational and professional. But beyond that, few of them know how to effectively save an employee who wants to resign. This tool is based on actual experiences of managers who have developed this important skill into a real strength.

Using This Tool

The tool is set up as a step-by-step procedure that can be followed when confronted by a resigning employee. It addresses, in a fair amount of detail, the following steps:

• The Initial Notice Discussion
• The Resignation Discussion
  • Probing for More Information
  • Making Your Case
  • Making the Transition
• Considering the Possible Solutions
• Decision Meeting
• Closure

The tool lays out a detailed procedure for managers to follow and apply. For managers who have natural strengths in this area, they might be able to pick up the tool, read it and effectively use it. Experience shows, however, that most managers need some guidance. The tool can be used to brief groups of managers, build a half-day training course (with role plays) around it, or use it to coach individual managers through the process.

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