1. © BLR ® —Business & Legal Resources 1408 How to Manage Challenging Employees

2. © BLR ® —Business & Legal Resources 1408 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. © BLR ® —Business & Legal Resources 1408 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. © BLR ® —Business & Legal Resources 1408 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. © BLR ® —Business & Legal Resources 1408 The Challenge You Face (cont.) See things negatively Expect failure Undermine your authority Create hostile work relationships Make others look bad Difficult employees may: © BLR ® —Business & Legal Resources 1408

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

7. © BLR ® —Business & Legal Resources 1408 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 Discipline Policy © BLR ® —Business & Legal Resources 1408

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. © BLR ® —Business & Legal Resources 1408 Has employee been getting away with bad behavior? Have you ignored problems? Are you discouraged? Would you like to get back at the employee? Are you feeling angry? Have you been butting heads? Start with Yourself

10. © BLR ® —Business & Legal Resources 1408 Could your judgment be clouded? Are you being objective or subjective? Start with Yourself (cont.) Keep emotions in check! © BLR ® —Business & Legal Resources 1408

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

12. © BLR ® —Business & Legal Resources 1408 Which Behaviors Are Problematic? Which behaviors requires you to take action? 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. WHAT IF AN EMPLOYEE...

13. © BLR ® —Business & Legal Resources 1408 Displays anger at employees from other departments when asked for information. Has an extremely bad attitude one day, but is generally a pleasant person. Which Behaviors Are Problematic? (cont.)

14. © BLR ® —Business & Legal Resources 1408 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. © BLR ® —Business & Legal Resources 1408 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 © BLR ® —Business & Legal Resources 1408

16. Lack of Cooperation Expect cooperation Evaluate cooperative behavior Counsel uncooperative employees Ask for an explanation Remind employees that they’re part of a team Monitor © BLR ® —Business & Legal Resources 1408

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

18. © BLR ® —Business & Legal Resources 1408 Poor Performance Unclear expectations Inadequate skills or knowledge Workplace conflict Poor attitude

19. © BLR ® —Business & Legal Resources 1408 Personal Issues Health problems Personal, financial, or family issues Family Medical Leave Act (FMLA) leave

20. © BLR ® —Business & Legal Resources 1408 Anger Find out the cause Explain why it’s a problem Recommend professional help Provide a safe workplace

21. © BLR ® —Business & Legal Resources 1408 Exercise If an employee is unable/unwilling to cooperate, you should: a.Explain that raises and promotions are based on the employee’s ability to cooperate. b.Point out each time he or she fails to cooperate. c.Immediately discipline the employee to set an example of zero tolerance. d.Ask the employee to explain the reason for the lack of cooperation. Choose all that apply © BLR ® —Business & Legal Resources 1408

22. Exercise (cont.) If an employee is performing poorly, you should: a.Be certain that expectations are clear. b.Assume there is a problem at home and hope the employee improves over time. c.Assess required skills and competencies for the job and be sure the employee gets appropriate training. d.Determine if there is a conflict with other employees and help to resolve the issues. Choose all that apply (cont.) © BLR ® —Business & Legal Resources 1408

23. Exercise (cont.) If an employee is angry all the time, you should: a.Assume it’s the employee’s personality—some people are naturally angry b.Talk to the employee to figure out the problem c.Recommend professional help d.Follow your organization’s violence prevention program Choose all that apply (cont.) © BLR ® —Business & Legal Resources 1408

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

25. © BLR ® —Business & Legal Resources 1408 Respond Positively to Challenging Workers Explain your concerns Give specific examples Offer suggestions Avoid criticizing © BLR ® —Business & Legal Resources 1408

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

27. © BLR ® —Business & Legal Resources 1408 Consider the Employee’s Side of the Story Feeling unappreciated Having a legitimate concern Experiencing stress Having legitimate issues

28. © BLR ® —Business & Legal Resources 1408 Look Before You Leap Give a fair hearing Investigate Follow procedures carefully Look at all evidence objectively

29. © BLR ® —Business & Legal Resources 1408 Follow Up Make sure the problem has been solved Give positive feedback Point out remaining problems Continue to monitor

30. © BLR ® —Business & Legal Resources 1408 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 What are the four steps to dealing effectively with challenging employees? Quiz

31. © BLR ® —Business & Legal Resources 1408 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