Negative employee attitudes and less-than-professional behavior can poison the workplace atmosphere. Here are six solutions for real-life issues from subscribers on handling problem employees before morale suffers.
1. What's the best way to discipline an otherwise capable employee whose constant complaining is not only bringing down morale, but also undermining the efforts of a new manager?
It's tempting to ignore the constant complainer as a crank who is never taken seriously. Sooner or later though, the complaints will lead to a confrontation that can seriously undermine a manager's authority. Clearly this subordinate is challenging not only management's patience, but also its authority. He/she must be disciplined. Here are some suggestions for disciplining a chronic complainer.
You must be able to show that the employee's behavior violates company policy. No one would question a manager's right to discipline an employee who refuses to follow orders. But coming down hard on an employee who doesn't like the new color scheme in the cafeteria would be out of line.
Don't dismiss a complaint as being too trivial. Investigate it fully and get back to the employee with an answer. Some constant complainers are cured when they see how ridiculous their complaints look under formal scrutiny.
Never try to justify a major disciplinary action by building a case based on a lot of minor complaints. Putting employees under special scrutiny or constructing a file filled with reprimands or unsatisfactory appraisals will make matters worse. Each complaint should be judged on its own, immediately after it is filed.
Never let a constant complainer deter you from appropriate discipline. Some of them might argue that your discipline is in retaliation for one or more of their complaints. You have a right to discipline any employee whose behavior or performance has been unsatisfactory, whether or not he/she has filed a complaint.
Sometimes the chronic complainer is only speaking for him/herself. But there are times when he/she might be reflecting the feelings of a whole department. That's why it's never a good idea to totally ignore the complaints. Check with colleagues and co-workers to see if there's any validity to the claims.
Be a sounding board. Most managers run and hide when they see a problem employee approaching. Try the opposite tack and attack their complaints with a quick investigation. You may find more than you bargained for. Often, people who act in a negative way are really looking for an outlet, someone who will listen and reassure them. Give them the attention they're seeking and you may lessen the severity of the problem.
Start your solutions system here with our interactive training CD: Effectively Managing Difficult Employees
2. An employee has been complaining to our customers about the long hours he's forced to work, and how underpaid and underappreciated he is. Is it legal to fire him for making the company look bad to its customers?
Not in this situation. The National Labor Relations Act (NLRA) gives employees the right to discuss their wages and other terms and conditions of employment, whether it's with one another, with the press or with customers.
Note: The NLRA does not protect statements that cause damage to the business; it is not likely to protect disloyal, defamatory, or maliciously false statements. It also does not protect statements that do not address the employer's labor practices.
3. What's the best plan of action for dealing with an employee with a personality problem before discipline becomes inevitable?
The next time you're exasperated by a stubborn "personality" problem try the following tips.
Be specific. Give clear-cut examples of what is unacceptable about the behavior. Example: "When you give work to an administrative assistant, I expect you to put the assignment in a neat pile on her desk, explain in a polite tone of voice what you need done, and thank her in advance for her time." Now you've set a standard that can be met (solving your problem) or missed (helping you document your case).
Don't throw in the towel too early. Just telling the employee that he/she has a problem is not enough. Determine if the problem is personal or professional. Start with the workplace. Has your department recently expanded or contracted in size, been under a great deal of deadline pressure, struggling with a lack of resources? Has the employee been assigned more - or less - responsibility? Is the job beyond his/her experience or expertise? If the problem is a professional one, there are many steps you can take before you give up on an employee, including: rewriting or clarifying goals; providing extra training; or changing, eliminating, or reassigning job duties, etc.
Be patient. Once you've pinpointed the exact nature of the problem and recommended a solution, don't expect the situation to change immediately. Make it clear that the standards for performance do not lessen in a personal crisis, but that you will be as accommodating as the company allows you to be.
Effectively Managing Difficult Employees gives you exactly what the name implies. Not advice on getting rid of difficult employees (as much as you'd sometimes like to), but effective management techniques for getting more out of them.
4. What can an employer do to control negativity before it spreads?
Besides dealing with employees individually, you should have tactics prepared for handling your workforce as a whole in order to prevent negativity from infecting all your employees.
Communicate. Make sure employees know that you have an open-door policy, and that you are willing to share what you know about events and news in, around, and about the company to the best of your knowledge and ability. This will also help feed information into the office grapevine, which can help negate rumors and false information.
Participate. The more you listen to employees, and take an active interest in their concerns, the less likely they will be to complain to each other. At the same time, make employees part of the goal-setting process, so they won't feel like they're just being ordered around.
Set standards. Base them on behavior, not attitude. You can't control an individual's thought processes. However, you can control negativity somewhat by putting consequences on behavior. For example, you may not be able to change the fact that an employee doesn't like a particular company policy, but you can emphasize what disciplinary measures may be doled out if the policy is not followed.
Hire right. Identify negative individuals before they land a job in your office. During the job interview, listen for feelings that "life isn't fair" in response to the following questions.
a) Have you ever felt you've been treated unfairly in the past? Why? How did you react?
b) What were your chief concerns about management in your previous jobs?
c) If given the chance, what would you have changed if you were the manager at your last job?
5. Two employees have a classic personality conflict and bicker constantly. Due to the nature of their jobs, they must interact with each other. What's the best way to stop their petty squabbling?
Put your foot down. Tell both employees in no uncertain terms that they need to put their petty differences behind them. While they do not have to like each other, they do need to act professionally and respectfully. Manage their performance only; do not try to solve their interpersonal differences if they are not job-related. Finally, warn them of potential disciplinary consequences if their behavior does not change.
Don't allow the employees to give you excuses or point the finger at the other person. They must take responsibility for their own behavior, and the expectations you have defined for them are not up for negotiation.
6. An employee was put on a performance improvement plan. She refused to sign it unless she could add her own comments. Now what?
While you don't want to cater to every demand of a difficult employee, there's nothing wrong with allowing her to attach a separate sheet with her comments. This way, she feels that her views are being heard, but you are not changing any of the terms or expectations of the improvement plan.
Be sure to explain to the employee that her signature does not signify that she agrees with it, just that she has read it. Allowing her to attach her comments is even more proof that she was duly warned.
Finally, be clear that even if she disagrees with the plan, she must still abide by it, and the consequence of noncompliance is termination.
Just load Effectively Managing Difficult Employees into your computer. In as little as 60 minutes this training CD – an interactive slide presentation with audio narration – gives you dozens of tips for dealing with difficult employees of all kinds, from habitual late arrivers to serial gossipers to unmotivated workers who suck all the energy out of the workplace. The complete program includes:
- A 42-step course that identifies the 10 common types of difficult employees and how to handle them.
- 9 quick quizzes to reinforce what you've learned and enhance your understanding.
This product is the ideal training device for HR experts, both for their own use and to train all managers, either independently or in a group environment. Order your copy today!
- 3 printed guides – a User's Guide, Discussion Guide, and Participant's Guide – to complete and expand upon the training. You get a hard copy, so you can get started right away, with PDFs on the CD so you can print all the copies you ever need.