ASK THE COACH
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Communication Key to Handling Problem Employees
By Dr. Ray Angelini
The Saratogian
September 4, 2001
Dear Dr. Ray,
I've been a manager for many years and recently have encountered a problem employee who is not responding to my usual approaches. How would you recommend that I handle this individual?
— R.M. in Malta
Dear R.M.,
You didn't provide me with any specifics regarding the nature of the difficulty that you are having with your employee, but I can suggest some general approaches and principles that in my experience have been effective.
First, it is important to recognize that problem employee behavior usually has a history. It typically develops over time and seldom stems from a single incident. It is your responsibility as a manager to be alert to any early warning signs and deal with the underlying causes before the situation reaches a crisis level.
You also need to ask yourself whether you may be wholly or partly responsible for the problem(s) with your employee. It is not uncommon for a manager to have directly or indirectly contributed to problematic behavior. Being unwilling to listen, an abrasive style or being inattentive to the subtleties of employee behavior are factors that can inhibit a manager's ability to thoroughly examine what is going on with an employee.
Therefore, it is critical that you clarify the situation before you confront the employee. This often involves digging deeper to discover important facts and talking with others who may be involved. It is safe to assume that each person will tend to put his or her own unique spin on the situation, which may differ greatly from what is actually going on. Once you clarify the situation, it is important that you plan your strategy as to what you would like to see take place with the employee.
Begin by stating the problem to the employee as you understand it. Then, gain agreement that you've defined the problem correctly. Ask the employee for solutions by using open-ended questions such as: "What are you going to do to correct this problem?" Get a commitment from the employee (preferably in writing) that the employee will take the required actions.
Set deadlines for completing these actions, and then follow up on the deadlines that you've set. It is critically important to treat the employee as an adult and expect adult behavior. To a large degree, expectations define the result. If you indicate by your behavior or tone of voice that you don't expect adult behavior, that is what you are not likely to get. Therefore, clearly communicate your expectations to your employee in order to maximize the likelihood of getting the desired results.
It is important to recognize that nothing is really "fixed" unless it stays fixed. In addition to all parties agreeing on steps to be taken, there also must be agreement on what will occur if the problem isn't fixed. While there is no magic formula for handling problematic employee behavior, following these guidelines is likely to lead to a quicker and more effective resolution to any employee-related problem that may occur.
