With some employees, the problem isn't a matter of ability, it's a matter of attitude. This can manifest itself in everything from quiet disobedience to outright insubordination.
How should you respond? Rather than becoming entangled in a debate about the employee's dysfunctional attitude, address the situation strictly as a behavioral problem. That way, it's not only easier to resolve, but also a better way to make a case for dismissal.
Get step-by-step instructions on how to deal with problem employees with this audio training session from expert HR trainer Amy Henderson: Problem Employees: Coach 'Em, Discipline 'Em, and Turn 'Em Around. Order the CD now!
Your first step is to document the behavior. Write down specific verbal and physical behaviors and actions that concern you, hurt team morale, damage productivity or reflect badly on the organization. Don't forget to record nonverbal behaviors, such as rolling eyes, clenching fists and staring into space.
When you sit down with employees to discuss attitude problems, try to determine whether they have a reason for their behavior. Is it a grudge against you or against the company in general? If you can't get to the root of the problem, don't think you can't resolve it.
Describe the behaviors you won't tolerate, and tell the employee firmly that those behaviors must stop. Too often, managers fail in their counseling efforts because they skip this (sometimes uncomfortable) step. Also, make sure the employee understands why the behavior must end. Explain how it's causing a problem.
This CD will focus on practical, hands-on solutions – not theory! Amy will quickly walk participants through a series of five real-life scenarios, explaining how to identify the root cause of the problem and the manager’s proper response. Get your copy now!
Also, follow up with a description of the preferred behavior, such as cooperation, helpfulness and courteousness. Don't feel bad about being direct. Every manager has the right to demand that employees behave in a courteous and cooperative manner.
Finally, give the employee the opportunity to speak. The person may be unaware of what he or she is doing or not realize how it impedes other people's work. It may also turn out that the attitude problem is a symptom of a more serious problem that needs referral to the employee assistance program.
In her audio training session, expert HR trainer Amy Henderson says supervisors' discussions should focus on these four points:
1. the 'What'
Example: “As we’ve discussed before, your backlog is unacceptable and deadlines are being missed. You know our department standard is ____ and you are not meeting it by _____.” (Cite specific expectations and examples of poor performance and/or behavior.)
- Precisely pinpoint the problem to the employee.
- Focus on specific task outcomes and/or behaviors.
- Use examples.
- Reference previous conversations.
Another approach: “How do you think things are going with your backlog and deadlines this month? I know you’ve been worried about meeting our department standard.” (Actively listen.) “What do you think the problem is? Why is it happening?”
2. the Impact
Example: “When these deadlines are missed, other departments are affected and it impacts our service. For example …" (Cite specifics.) "Do you agree this is a problem? I am documenting our conversation. Failure to improve will lead to disciplinary action up to and including termination.”
- Identify the negative impact (on quality, productivity, service, others, goals, etc.).
- Gain agreement that a problem exists.
- Discuss future consequences if the problem continues.
Another approach: “What do you think happens when these deadlines are missed? How do you think it impacts service?” (Actively listen.) “I know this is difficult and I have confidence you’ll take care of this, but failure to improve will lead to disciplinary action up to and including termination. Just so you’re aware, I do need to document our conversation.”
3. the 'How'
Example: “I have created a turnaround plan for you with steps to make the necessary improvements. First …” (Describe the plan.) “What can I further clarify? Are you willing to follow this plan?”
- Generate solutions to solve the problem.
- Decide on the best course of action.
- Gain commitment from the employee on his or her role in solving the problem.
Another approach: “Let’s brainstorm ideas on what you can do to meet the standard. I’m here to support you in any way I can. I want you to be successful.” (Actively listen, reinforce the employee's workable ideas, add your own ideas and confirm the plan.) “These are good action steps. Can you summarize them in an e-mail this afternoon?”
4. the 'When'
Example: “I’ll be checking your workload each day to see how you’re progressing. Let’s also meet every Friday in the conference room at 3:00 to review how you’re specifically performing on the plan. Those meetings will also be documented.”
- Establish a follow-up strategy.
- Clearly determine how and when you and the employee will review progress.
- Set specific dates for check-in meetings.
- Recognize improvements as they happen (even small steps).
Another approach: “Let’s meet regularly to go over your progress. How frequently do you think is workable?” (Remain open to the employee's suggestion but add your input as necessary.) “Let’s go ahead and put that on our calendars.”
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