How to Manage Challenging Employees

1. How to Manage Challenging Employees

2. Session Objectives • Identify challenges associated with supervising difficult employees • Manage your own feelings effectively • Create a positive work environment for all • Focus on problems, not personalities • Respond positively to challenging employees and treat them fairly

3. How Much Do You Know? True or False? Firing is usually the best way to deal with a challenging employee. One of the biggest problems with challenging employees is that they can be uncooperative. Employees may be difficult at work because they are dealing with a health or personal issue at home. You should always respond positively to challenging workers.

4. The Challenge You Face • People who: • Complain • Goof off • Refuse to cooperate • Break the rules • Have a bad attitude • Think they know best • Spread rumors • Display anger

5. The Challenge You Face (cont.) Difficult employees may: • See things negatively • Expect failure • Undermine your authority • Create hostile work relationships • Make others look bad © Business & Legal Reports, Inc. 0910

6. Discipline and the Law • EEO laws • Consistency and fairness • Retaliation • Wrongful discharge

7. Discipline Policy • Provides legal protection • Reassures “good” employees • Puts potential offenders on notice • Protects employees from inappropriate actions of co-workers • Gives violators the opportunity to improve © Business & Legal Reports, Inc. 0910

8. Why Not Just Fire Difficult Employees? • Even difficult workers may be turned around • Replacement costs are high • Other costs may occur • Reassignment may work • Firing may affect morale

9. Start with Yourself Has employee been getting away with bad behavior? Are you feeling angry? Would you like to get back at the employee? Are youdiscouraged? Have you beenbutting heads? Have you ignored problems?

10. Start with Yourself (cont.) Are you being objectiveor subjective? Keep emotions in check! Could your judgment be clouded?

11. Create a Positive Work Environment • Encourage mutual respect • Be a role model of professional behavior • Provide positive feedback • Give employees adequate support

12. Which Behaviors Are Problematic? Which behaviors requires you to take action? WHAT IF AN EMPLOYEE . . . Comes in late every day, but is not difficult to work with. Questions a decision you made on a large project. Refuses to cooperate with others in a group project, stating that he would rather work alone.

13. Which Behaviors Are Problematic? (cont.) Displays anger at employees from other departments when asked for information. Has an extremely bad attitude one day, but is generally a pleasant person.

14. Rising to the Challenge • Do you understand: • The problems challenging employees can create? • How to examine your own feelings? • How to create a positive work environment?

15. Focus on Problems, Not Personalities • Take a step back • Focus on specific behavior or attitudes • Identify why it’s a problem • Think solely in terms of the job • Be objective • Write yourself a report

16. Expect cooperation Evaluate cooperative behavior Counsel uncooperative employees Ask for an explanation Remind employees that they’re part of a team Monitor Lack of Cooperation

17. Attendance • Review attendance policy • Discuss the problem • Explain the consequences • Document problems • Apply progressive discipline

18. Poor Performance • Unclear expectations • Inadequate skills or knowledge • Workplace conflict • Poor attitude

19. Personal Issues • Health problems • Personal, financial, or family issues • Family Medical Leave Act (FMLA) leave

20. Anger • Find out the cause • Explain why it’s a problem • Recommend professional help • Provide a safe workplace

21. Choose all that apply • If an employee is unable/unwilling to cooperate, you should: • Explain that raises and promotions are based on the employee’s ability to cooperate. • Point out each time he or she fails to cooperate. • Immediately discipline the employee to set an example of zero tolerance. • Ask the employee to explain the reason for the lack of cooperation. © Business & Legal Reports, Inc. 0910

22. Choose all that apply (cont.) • If an employee is performing poorly, you should: • Be certain that expectations are clear. • Assume there is a problem at home and hope the employee improves over time. • Assess required skills and competencies for the job and be sure the employee gets appropriate training. • Determine if there is a conflict with other employees and help to resolve the issues. © Business & Legal Reports, Inc. 0910

23. Choose all that apply (cont.) • If an employee is angry all the time, you should: • Assume it’s the employee’s personality—some people are naturally angry • Talk to the employee to figure out the problem • Recommend professional help • Follow your organization’s violence prevention program © Business & Legal Reports, Inc. 0910

24. Questions? • Do you understand how to: • Focus on the problems? • Avoid focusing on personalities?

25. Respond Positively to Challenging Workers • Explain your concerns • Give specific examples • Offer suggestions • Avoid criticizing © Business & Legal Reports, Inc. 0910

26. Respond Positively to Challenging Workers (cont.) • Stay focused • Be firm • State your willingness to help • Agree on an action plan

27. Consider the Employee’s Side of the Story • Feeling unappreciated • Having a legitimate concern • Experiencing stress • Having legitimate issues

28. Look Before You Leap • Give a fair hearing • Investigate • Follow procedures carefully • Look at all evidence objectively

29. Follow Up • Make sure the problem has been solved • Give positive feedback • Point out remaining problems • Continue to monitor

30. Quiz What are the four steps to dealing effectively with challenging employees? 1. Respond positively and fairly 2. Consider the employee’s side of the situation 3. Look before you leap—meaning, investigate before you take action against a difficult employee 4. Follow up on all interactions

31. Key Points to Remember • Never ignore a problem • Manage your own feelings • Create a positive work environment • Focus on problems, not personalities • Use positive strategies