Difficult Employees
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Transcript of Difficult Employees
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Difficult EmployeesThink of a difficult
employee….characteristics, how was it handled?
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Impact of Difficult Employees Wasted time by supervisors Reduced productivity Decreased job satisfaction
– Increases ee turnover– Higher stress & frustration
Customer loss Low morale
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Why take disciplinary action? 4 areas
1) Attendance2) Safety3) Performance4) Behaviors
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Why take disciplinary action? Unsatisfactory job attendance
– Excessive absences or tardiness– Failure to report
Unsatisfactory safety practices– Endangering self or others– Failure to report an accident– Failure to use equipment correctly
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Why take disciplinary action? Unsatisfactory performance
– Incompetence– Poor quality– Excessive time on assignment– Misuse of position
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Why take disciplinary action? Unsatisfactory job behaviors or
conduct– Use of equipment for non-business
purposes– Insubordination– Falsification of records– Conviction of a crime
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Corrective Actions/Progressive Discipline
Oral warning
Written warning
Intervention
Termination
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Oral Warnings Sit ee down for a discussion
– Non-confrontational, non-accusatory– Target the behavior & not the person– Balance positive & negative– Communicate limits & set consequences
– Make notes on the nature of the conversation, file it away
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Written Warnings Sit down discussion
Written document– Target the behavior & not the person– Balance positive & negative– Communicate limits & set consequences
Have the ee sign it!– Paper trail started…for cause employee
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Corrective Actions
Oral warning
Written warning
Intervention
Termination
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6 Step Intervention ModelStep 1 Identify & define the performance problem
Step 2 Explain the impact of the problem
Step 3 Analyze reasons for the problem
Step 4 Define the expected performance standard
Step 5 Explore ideas for a solution
Step 6 Write an improvement plan
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Step 1: Identify & Define the Performance Problem
What is the issue? What are examples of the behavior Types of problems
– Attendance– Safety– Performance – Behaviors
Elana’s problem?
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Step 1: Identify & Define the Performance Problem
Difficult to deal with Mood swings Apathetic & complaining Non-productive (output is 1/3 less) Blames others for mistakes Errors are up Rude to customers
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Step 2: Explain the Impact of the Problem
Tell the employee the impact of the problem– Productivity & efficiency– Quality– Service
Who does it impact– You, the manager– The employee– The department
Elana’s problem?
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Step 2: Explain the Impact of the Problem
Upset customers Co-workers don’t want to deal with
her Co-workers have to re-do her work Productivity is diminished overall
when she doesn’t complete her tasks Difficult for her manager to deal with
her
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Step 3: Analyze Reasons for the Problem
Possible reasons why employees do not perform well
Don’t know how or what they should do Think they are doing just fine Think their way is better than your way No negative consequence for poor performance Have obstacles limiting their performance
HKP Think something else is more important
Elana’s reasons?
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Step 3: Analyze Reasons for the Problem
Boredom with job Mood swings…psychological disorder Personal problems at home Dislike the job
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Step 4: Define the Expected Performance Standard
Define the level of performance expected State them in clear & measurable terms Never assume employee knows what is
expected Example….
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Step 4: Define the Expected Performance Standard
Example….Be to work on time
The standard is to be at your desk, ready to work, by 8:00 a.m.
Deal with customers professionally & positively
Hold weekly staff meetingAll correspondence should be error freeAll accidents should be thoroughly
documented as per the stated policy
Elana’s expectations?
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Step 4: Define the Expected Performance Standard
Raise productivity to an acceptable level
Decrease errors in work completed Treat customers with respect
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Step 5: Explore Ideas for a Solution
Ask “how do we solve the problem”?
Brainstorm together Discuss all options Examples:
– Training– Counseling– Set attainable goals
Elana’s problem?
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Step 5: Explore Ideas for a Solution
Change in job tasks Set deadlines Develop customer service skills
through training
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Step 6: Write the Improvement Plan
What is an improvement plan?– A roadmap for boss & employee– Aimed at eliminating ee weaknesses &
problems
What to include:– The goal or area that needs improvement– The step-by-step action plans– Consequences – positive & negative as needed– Follow-up time
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Example Improvement Plan Decrease errors in work completed
– For a period of 1 month all work must be checked by your manager prior to sending it on to the appropriate department.
– The numbers of errors in work will decrease significantly and appear rarely.A
ctio
n pl
anG
oal
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Example Improvement Plan Decrease errors in work completed
– This plan will be reviewed at the end of 30 days.
– If it is not met, a 2 week suspension is in order.
Con
sequ
ence
sFo
llow
-up
Elana’s plan?
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Step 6: Write the Improvement Plan
Raise productivity to an acceptable level– Track all time spent on tasks throughout the
day for a period of two weeks.– Discuss use of time with your supervisor at the
end of two weeks.– Develop a task list to be completed at the
beginning of the week and update it daily.
Act
ion
plan
Goa
l
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Step 6: Write the Improvement Plan
Raise productivity to an acceptable level– Discuss & agree on a list of additional
tasks to assume that would challenge you in your current position.
– Progress on these tasks will be reviewed at the end of 30 days. Task list adjusted appropriately
– Another Elana example….
Act
ion
plan
Goa
l
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Step 6: Write the Improvement Plan
Treat customers with respect– Attend customer service training
through XYZ corporation within the next 2 months.
– Implement 5 new practices learned in the customer service program within 1 week of attending the training
– Never hang up on a customer no matter how angry they make you.
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Step 6: Write the Improvement Plan
Treat customers with respect– Always be courteous with all customers
calling the company or walking into the office.
– These tasks will be reviewed at the end of 30 days. If they are not met, a 2 week suspension is in order.
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Protect Yourself… Never too much documentation
– Protects during lawsuits– Oral & written warnings– Improvement plan– Log of behaviors– Training & development undertaken
Use a progressive discipline a policy
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To fire an employee…pre-firing Fire midweek & in the morning
– Allows ee time to clean out desk & say good bye
– Sinks in before the weekend– Time to make contact with other
employers
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To fire an employee…pre-firing Pick a good location to have
conversation– In the ee’s office so you can escape &
they don’t have to walk down the hall– Office with 2 exits– Neutral space with privacy
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To fire an employee…pre-firing Have a witness present
– Lawyer, HR, peer
Have the ee’s final paycheck in hand to give them
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To fire an employee…the firing Be direct in why the ee is terminated Do not say too much State the facts Answer questions honestly &
carefully Never let ee think the decision is up
for debate
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To fire an employee…the firing Termination letter
– No emotional sentences“I’m sorry”“We enjoyed your time here”
– Detail the progressive discipline the ee went through
Discuss specific issues that were problems
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To fire an employee…the firing Termination letter
– List effective termination date– Financial information
Severance packageFinal paycheckWhen health benefits end
– Signature of ee– Signed copy in the file
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To fire an employee…post firing Allow them to clean their office or
offer to have it cleaned– Have a witness
Contact subordinate employees & peers– Do not discuss reasons for termination
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To fire an employee…post firing Other issues
– Block computer access– Return of company property
Phone, computer, keys