Difficult & Crucial Workplace Conversations & Crucial Workplace Conversations Ori Murdock, SPHR,...
Transcript of Difficult & Crucial Workplace Conversations & Crucial Workplace Conversations Ori Murdock, SPHR,...
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Difficult&CrucialWorkplaceConversationsOriMurdock,SPHR,SHRM-CPSr.HRAdvisor,G&APartners
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Introduction
• Asmuchasmanyofustrytoavoidtheseconversations,weknowtheymusttakeplacebut:• Who– shouldhavetheconversation?• How– shouldtheconversationbehad?• When– shouldtheconversationbeheld?• Where– shouldtheconversationtakeplace?• Why– shouldyouevenhavetheconversation?
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Examples
• PoorHygiene• Performance• Discipline• Separations
• Voluntary• Involuntary
• Death
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PoorHygiene
• Purpose:• Studiesshowthatcoworkersareaffectedbyeachother’scleanliness• Employeewillbenegativelyperceived• Offensivetoyourcustomers/clients
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PoorHygiene
• Priortothemeeting:• Becertain- Isitaonetimeissueoristhereapattern?• Goodtiming- Endofthedayisbest,asyoudonotwanttheemployeefeelingembarrassedandself-consciousforhours• Discussinaprivateoffice- NEVERINPUBLIC• Bedirect,butsensitive• Pickyourwordscarefully- DON’Tsay“severalpeoplehavecomplainedaboutyourodor”
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PoorHygiene
• Duringthemeeting:• Ruleoutamedicalcondition.• Possiblescript:• “[name],Iwantedtomeetwithyouone-on-onebecauseIneedtosharesomethingwithyouprivatelyanddiscreetly.Youmaynotrealizeit,butitappearsyouhaveabodyodorproblem.Isthereamedicalconditionthatweneedtobeawareof?”• If“yes,”followAmericanwithDisabilitiesguidelinesandcontactG&APartners/employmentcounselforassistance
• If“no,”remindemployeeofthecompany’sgroomingpolicyandaskthatcorrectiveactionbetakenimmediately
• Facilitator:HR
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Performance
• Purpose:• Toplacetheemployeeonnoticethathe/sheisnotmeetingthecompany’sexpectations• Togivetheemployeeampletimetotakecorrectiveaction
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Performance
• Priortothemeeting:• Askyourselfiftheemployeehasbeenadequatelytrainedandgiventhetoolstoperformhis/herjobsuccessfully• Ifno,stopandprovidetheemployeewiththetoolsandtrainingneededtoimprovehis/herperformanceontheirown
• Ifyes,moveforwardwiththeconversationprocess• Gathersupportingdocumentation(i.e.tasksanddeadline
misses,workproductstats)• Determinefairandconsistentexpectationsforperformance• Determinefairandconsistentconsequencesfornon-
compliance
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Performance
• Duringthemeeting:• Behonest• Bespecific(who,what,whenandwhere)• Documentation• Specificdatesandincidents• Askaboutroadblocksaffectingtheemployee’sperformance• Asktheemployeetocomeupwithasolution/offerassistance
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Performance
• Duringthemeeting:• Requestimprovementbyacertaindate• Makesuretheemployeeknowsyou/thecompanywantstoseehim/hersucceed• Identifyconsequencesoffailuretomeetexpectations- don’tcrywolf!• Ifapplicable,thanktheemployeefortheircommitmenttotakingcorrectiveaction• Documentthemeeting- nothingbutthefacts!• Useclearlanguagethatfocusesonresultsandbehavior
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Performance• Possiblescript:• “[name],Iaskedtomeetwithyoutodaytodiscussanissuethatwe
needyourassistancetocorrect.Itappearsthatforthelast[number]weeks,youhave[explainperformanceissue].Isthereareasonyou’rehavingtroublemeetingthesecompanystandards?[allowtheemployeetospeak/offeranexplanation]
Thisisunacceptableandcannothappenagain.Forthisreason,weareplacingyouonaPerformanceImprovementPlanforthenext[number]days.DuringthistimeyouandIwillmeetonaregularbasistoreviewyourpendingprojectstomakesuretargetdeadlinesaremet.Wewillalsobesendingyoutoprojectmanagementtraining.Ourhopeisthatthisadditionaltrainingwillaidyouinimprovingtheseperformancedeficiencies.Attheendofthe[number]dayswewillmeetagaintodetermineifyourimprovementmeetscompanystandards.Ifitdoesnot,youwillbesubjecttoadditionaldisciplinaryaction,uptoandincludingtermination.”
• Facilitator:Manager/Supervisor
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Discipline
• Purpose:• Tocreateanatmosphereofrespectandaccountabilitythatfostersproductivity
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Discipline
• Priortothemeeting:• Identifypolicyviolatedandhowitwasviolated• Conductinvestigation(gatherthefacts)• Researchwhathasbeendoneinthepastforsimilarlysituatedemployees• Reviewtheemployee’spersonnelfile• Reviewthecompany’sdisciplinepolicy• Determinepunishment- mustfitthecrime• Determinewhowillwitnessthemeeting
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Discipline
• Duringthemeeting:• Bedirect• Statethereasonforthemeeting• Allowtheemployeetospeakandaskquestions• Advisetheemployeeofthelevelofdisciplineandthepunishment• Provideemployeewithspecificconsequencesoftheinfraction
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Discipline• Possiblescript:• “[name],ithascometoourattentionthatyou[explainviolation].Weconductedaninvestigationandhavedeterminedthatyouhaveviolatedthecompany’sCodeofConductpolicy.Whatdoyouhavetosay?
Duetothenatureoftheviolationandyourrecordwiththecompany,youwillbe[explainconsequence].Shouldthishappenagain,youmaybesubjecttofurtherdisciplinaryaction,uptoandincludingtermination.Doyouhaveanyquestions?
Wevalueyourcontributiontothecompanyandgoingforwarditisourhopethatyouadheretoallcompanypolicies.”
• Facilitator:Manager/Supervisor
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Separations
• Resignations• Layoffs• Terminations
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Resignations
• Priortothemeeting:• Determineiftheemployeeisleavingongoodstanding• Reviewtheemployee’spersonnelfiletomakesuretherearenooutstandingissuesorcomplaints• Determineifyouwillallowtheemployeetoworkthenoticeperiod• Prepareatransitionplan
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Resignations
• Priortothemeeting:• Preparecommunications• Determineifanexitinterviewiswarranted• Prepareachecklistofcompanypropertycurrentlyintheemployee’spossession• NotifyI.T.foraccessremoval
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Resignations
• Duringthemeeting:• Engageinwarmandfriendlyconversationabouttheemployee’sfutureplans• Thegoalistotrytounderstandwhythepersonisleaving
• Advisetheemployeewhenhe/shecanexpectfinalwages
• Ifapplicable,advisetheemployeeofbenefitscontinuation
• Gathercompanyproperty• Thanktheemployeeforhis/hercontributionstothecompany
• Asktheemployeeishe/sheiswillingtodoanexitinterview
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Resignations• PossibleScript:• “[name],beingthattodayisyourlastdaywithourcompany,Iwanted
tomeetwithyoutomakesureyouunderstandourseparationprocess.Assuch:• Youwillreceiveyourfinalwageson[date].• Percompanypolicy,you[will/willnot]bepaidforanyaccruedandunused
PTO.• Youwillreceiveinformationinthemailaboutbenefitcontinuation• Ineedtogetbackfromyouthefollowingitems[listitemsfromchecklist]
• Bytheway,hereisourexitinterviewquestionnaire.Wewelcomefeedbackonhowwecanmakethecompanyagreatplacetowork.Wewouldappreciateitifyouwouldcompleteandmailitback.
• Thankyouforyouryearsofserviceandcontributionstothecompany.Wewishyoumuchsuccessinyournextprofessionaljourney.”
• Facilitator:Managerw/HRsupport
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Layoffs
• Priortothemeeting:• ConfirmthecompanyisnotsubjecttotheWorkerAdjustmentandRetrainingNotificationAct(WARNAct)• 60daynotice• Employerswith100ormorefull-timeemployees• Employmentlossof50ormoreatasinglesiteofemployment
• Determineifseverancepackagesw/begivenand,ifyes,howmuch
• Determineifemployeeswillberequiredtosignreleasesinexchangeforseverancepay
• Determinewhowillbesubjecttolayoffandwhy(makeabusinesscase)• Documentyourselectionprocess
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Layoffs
• Priortothemeeting:• DetermineOlderWorkerBenefitProtectionActneeds• Employees40orolder• Twoormoreemployeesbeinglaidoff• Prepareatransitionplan• Prepareacommunicationplan• Prepareachecklistofcompanypropertycurrentlyintheemployee’spossession• NotifyI.T.foraccessremoval
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Layoffs
• Duringthemeeting:• Bethemessengerandtaketheheat• Whenpossible,in-personisbest• Bedirect– Smalltalkduringalayoffonlyaddsinsulttoinjury• Behonest– Don’tcallitalayoffunlessitactuallyisalayoff• Don’tblamethedecisiononanyoneelse• Directquestionstoapre-determinedsinglepointofcontact
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SeparationsInvoluntary- Layoffs• PossibleScript:• “I’vecalledthismeetingbecauseImustinformyouthatdueto
[reasonforlayoff],yourpositionwiththecompanyisbeingeliminatedeffective[date].Unfortunately,wedonothaveanotherpositionavailableforyou.HRwillworkwithyoutocompleteyourtransition.Thisdecisionwasmadeafteralongandcarefulreviewoftheoptionsavailable,realizingthatsomepeoplewillbeaffectedatnofaultoftheirown.Thiswasaverydifficultdecisionandcarefulconsiderationwasgiven.Itwasalsoreviewedatthehighestlevelswithintheorganizationandthedecisionisfinal.Imustnowinformyouthat:• Youwillreceiveyourfinalwageson[date].• Percompanypolicy,you[will/willnot]bepaidforanyaccruedandunused
PTO.• Youwillreceiveinformationinthemailaboutbenefitcontinuation• Ineedtogetbackfromyouthefollowingitems[listitemsfromchecklist]• Ifyouhaveanyquestions,pleasecontact[name]”
• Facilitator:Managerw/HRSupport
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Terminations
• Purpose:• Resultofpoorperformanceorviolationofcompanypolicy• Terminationshouldneverbeasurprise• Decisionshouldbelawfulandconsistentwithcompanypracticesandpolicies• Lastresort• Regardlessofthereasonforthetermination,maintaintheemployee’sdignity
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Terminations
• Priortothemeeting:• Determinethefollowing:• Isthereasonforterminationlawfulandinaccordancewithcompanypoliciesandpractices?• Ifyourcompanyhasaprogressivedisciplinepolicy,doesitallow
youtobypassthestepsandgostraighttotermination?• Whathasbeendonetootheremployeeswhoviolatedthesame
policy?
• Isthisan“at-will”employee,ordoestheemployeehaveanemploymentcontract?
• Isthereaunioninvolved?
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Terminations
• Priortothemeeting:• Reviewtheemployeespersonnelfileforpotentialissues• Hastheemployeefiledanycomplaints?• Istheresufficientdocumentationinthefiletosubstantiatetermination?
• Isthereanythinginthefilethatmightbeevidenceofanillegaltermination?
• Prepareatransitionplan• Preparecommunicationplan• Prepareachecklistofcompanypropertycurrentlyintheemployee’spossession
• NotifyI.T.foraccessremoval
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Terminations
• Duringthemeeting:• Brieflyexplainthereasonfortheterminationinanobjectiveandprofessionaltone- tellthetruth• Beginbyinformingtheemployeehe/sheisbeingterminatedasofaparticulardate• Noapologies• Keepitsimple- avoidanargument• Befocusedanddirect- thedecisionisfinal
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Terminations• Possiblescript:• “[name],I’vecalledthismeetingbecauseImustinformyouthat
we’vedecidedtoletyougoeffective[date].Thereasonforthisdecisionis[explainthereason].Doyouhaveanyquestions?”
Imustnowinformyouthat:• Youwillreceiveyourfinalwageson[date].• Percompanypolicy,you[will/willnot]bepaidforanyaccruedandunused
PTO.• Youwillreceiveinformationinthemailaboutbenefitcontinuation• Ineedtogetbackfromyouthefollowingitems[listitemsfromchecklist]
Pleaseletmeknowifyouhaveanyquestions.Thankyouforyourcontributions,andwewishyoumuchsuccessinyourfutureendeavors.”
• Facilitator:Managerw/HRSupport
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DeathofaCoworker
• Purpose:• Tocommunicatethedeathofacoworkertostaff• Thingstokeepinmind:• Workfamily• Timespendatwork• Bondsandfriendships
• Self-care• Embraceyourownemotions• Talktosomeone
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DeathofaCoworker
• Priortothemeeting:• Determinehowmuchinformationtoshare• Getthefamily’spermission- Askwhatinformationtheyarecomfortablewithyousharing
• Askifthefamilyiscomfortablewithcoworkersattendinganyservice
• Besensitive,butdirect• Arrangeforgriefcounselors• G&APartnerscanassistyou/checkEAP
• Determinethebesttimeandplace
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DeathofaCoworker
• Duringthemeeting:• Besupportive• Bepreparedforallsortsofemotions• Instructemployeesonhowtotakeadvantageofgriefcounseling(ifoffered)
• Giveemployeestimetosharememories• Checkbackwithemployees• Createaflexibleplansothateveryemployeeisaffordedtheopportunitytopaytheirrespectswithoutdisruptingbusinessoperations
• Bepreparedfor“businessasusual”tobetricky• Productivityandmotivationwillbeslowforawhile• Delicatelydelegatetheworkofthedeceasedemployee
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DeathofaCoworker
• PossibleScript:• “Iregrettoinformyouthat[name]passedon[date].Thefamilyiskeepingthedetailsprivate,andweaskthatyourespectedtheirwishes.Ifandwhenthefamilyprovidesuswithinformationonfuneralserviceswewillletyouknow.
Weunderstandthatthislossisveryupsetting,andforthisreasonwehavearrangedforagriefcounselortobeheretospeakprivatelywithanyonewishingtoutilizetheirservices.TomorrowIwillbecheckingbackwitheveryone.Thisisaverysadtimeforallofus.”
• Facilitator:Managerw/HRsupport
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DeathofaCoworker
• Afterthemeeting:• Atanappropriatetime,meetwiththefamilytoallowthemto:• Gatherthedeceasedemployee’spersonalbelongings(preferablyafterhoursorontheweekend)
• MeetwithHRtoprepareanyinsuranceinformation• Prepareatransitionplan• NotifyI.T.foraccessremoval
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Q&A
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#AskMDE
Ifwedidn’tgettoyourquestionduringtoday’spresentation,tweet
us(@GAPartners)using#AskMDE,andourexpertswillreplywithananswershortly!
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Reminders• TherecordingofthiswebinarwillbeavailableontheG&APartnerswebsitesoon(www.gnapartners.com).
• Thiswebinarhasbeenpre-certifiedfor1hourofgeneralrecertificationcredittowardPHR,SPHRandGPHRrecertificationthroughtheHRCertificationInstitute.
WewillsendoutanemailtoallthosewhoareconfirmedasattendedwiththeprogramIDcodetonoteonyourHRCIrecertificationapplicationform.
TheuseofthissealisnotanendorsementbytheHRCertificationInstituteofthequalityoftheprogram.ItmeansthatthisprogramhasmettheHRCertificationInstitute'scriteriatobepre-approvedforrecertificationcredit.