1. Managing Staff Need Not Be A Pain In the Neck (even if they can be!!)
Adrian Poole – Partner, Head of Medical & Care
Direct Dial:

2. The 4 Universal Truths: Difficult staff… We all have them
We will continue to have them
We don’t have to employ them
Dealing with then need not be difficult

3. Some Context… People are individuals, meaning: Some are strange
Others less so
But all are different

4. Some Context…
Added to this equality and diversity demands we are a broad church.

5. Implications The people we employ have: lives outside work
their own stressors/ motivators/priorities
different cultural values
different ethical values
different political opinions
different genders, ages and states of health
different life experiences

6. To put it another way….

7. 3 Key Concepts to Success
Embrace your staff – ‘Vive la différence!’
Communicate better
Learn when and how to say ‘no’!
Invest time (but it is a good investment!)
Dismissal should be the option of last resort – why?

8. Embrace your Staff Acknowledge their differences
See what diversity adds to your business
Use those differences to strengthen the collective whole

9. How? Robust recruitment/career progression processes
Gap analyse your business
Probationary periods
Meaningful/two-way communication processes (about all aspects of their lives, aspirations etc.)
Don’t ignore issues of performance/sickness/behaviour/attitude

10. Communicate Better (to beat the lawyers!)
Issues left unaddressed WILL SNOWBALL
95% of legal issues/potential claims resolvable through better communication
Know how to have difficult conversations
Know your own processes!!!!

11. Communicate Better – How?

12. Strategies Be prepared – take time to mentally prepare
Choose the right time and location to have the conversation
Be clear about the issue and communicate this from the outset; what exactly is the behaviour that is causing the problem? What is the impact of the behaviour on others?
Know your objective; what do you expect to achieve? Once you know this, plan how you want to close the conversation
Adopt a mind-set of inquiry – be receptive to what the other person has to say before putting forward your thoughts

13. Strategies Continued …
Manage your and their emotions – depersonalise the issue where possible; be empathetic
Know when to stop talking and allow them to blow off steam
Put a positive note on the conversation
Be consistent.
Ask questions aimed at making them see how the issue may effect others
Be clear as to the expected outcome

14. Do NOT: Argue Lose your temper Understate the issue
React to thwarting ploys
Rehearse
Allow your body language to betray your true emotion

15. Useful Phrases The opener: “Were you aware…”
When giving critical information: “It’s difficult to…”
Reassurance: “We all want this to work”
The objective enquiry: “Where is the problem here from your standpoint?”
The pacifier: “So how can we resolve this issue?”
Distinguish excuses: “That’s different from…”
Sealing the deal: “So are we agreed that…”
And a phrase NOT to use:
“With respect…”

16. The Nuclear Option…. Saying ‘No’!
If all else fails you can dismiss. In the majority of cases dismissal need not be difficult but…

17. Questions?
@porter_dodson