Dealing with Difficult Employees Zainab Al Attabi

Debbie Schachter Director of Technology & Collection Management at Vancouver Public Library Holds Masters of both: Library Science Business Administration in the Management of Technology

The Article Feb, 2005 SLA's Information Outlook magazine Writes a monthly column on the topic of business and management

What is The Most Difficult Aspects of Management ?

Managing Staffing Problems

Staffing Problems Poor work habits Lack of motivation or interest in the work Conflicts between staff members Bullying

Problems in Work, is it Normal? -Different working styles & different personalities - Conflicts between individuals are natural

Who is The Problem Solver? -Employees between themselves - Manager

How Can Library Managers Deal With These Problems?

Identify problems & Attempt to resolve them OR Ignore them!

Managers Can Ignore Problems but………..

The Impact of That Decision Will be Significant on the Work Environment 1.They will only get worse "One of the most common workplace complaints is that bosses don't deal with poor performers "

2. It leads other employees to lose motivation and feel undervalued

3. The economic impact - Stress from workplace conflicts may cause employees to go on leave - low morale and poor customer service will drive away your customers

What if…. An employee is tardy for his shift Getting into conflicts with his co- workers Negatively affecting their work

Managers Should: 1. Identify the Problem - Be a Coach & Communicate

2. Meet in a neutral location –listen to the “problem employee” version of the situation

3. Work together to form a common understanding -The work environment -His colleagues -The way the work is organized

4. Agree to a time frame for resolving the problem -monitor the situation closely

Employees going through significant personal crises, may cause conflicts in the workplace How To Help Them?

Employee Assistance Programs (EAP) If an employee hesitate to talk to the manager about personal problems Help employees deal with stress, personal problems, depression, family support, grief Provide safe & unbiased support

Is It You The Difficult One? - It’s hard to accept, as managers naturally see their selves as being in the right

Who is The Good Manager? Reflects on where he may have initiated some of the problems in the relationship Changes attitude or communication style

Gives employees the opportunity to modify their behavior or ask for assistance with a problem Gives his co-workers feedback on their behavior, how it affects him or others, & what is needed to be changed

IF The Manager: Followed all the best practices Supervision & feedback Recognized & addressed problems Ensured that the employee understands that there is a problem

STILL the “problem employee”: Is no longer a productive member of the team Is unwilling to correct the problem Doesn’t improve work habits The staff are being harassed or bullied by him

The last Procedure? - Transferring to another position or into another department - Dismissal

How can Managers Success in 1. Having more effective staff & 2. Minimizing dismissals ?

1. Reference checking of job candidates 2. Assisting new employees through training & orientations 3. Providing ongoing coaching & feedback to all employees

1. Managers shouldn’t ignore problems in the workplace –dealing with problems proactively, will create a smoother functioning workplace

2. They should empower the staff through –maintaining good communication –helping employees resolve problems –creating clear expectations of work & behaviors

3. improve individuals who are tagged "problem employees" –for the sake of all employees Because –"Turning around a “problem person” boosts everyone's morale"